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Once upon a time you could design a contact centre for a specific purpose, set it up and leave it to do its job; now it needs to continually evolve. A good outsourcer should be able to help you do just that.
By enabling you to take comments from customers on self-service issues, feedback from agents on common customer issues and then allow you to resolve the issues and promote those resolutions on your website or through social media, your outsourcing partner can help you ensure your customer service provision is always up to date and providing the information your customers actually need, and not just what you think they should know.
Family Mobile, the pay-as-you-go, family orientated mobile service provider, have long understood the importance of using trusted partners to provide the accurate, reliable service of which they are very proud. Using semi-dedicated mplcontact agents has helped them to not only provide consistent customer service by ‘phone and email but has also allowed them to build and improve upon their services using the feedback from agents and customers alike.
When calls and emails are handled by mplcontact agents, they have the facility to update FAQs and flag queries on issues that have proven difficult to resolve. They can also feedback all the positive comments made by callers so Family Mobile knows exactly what service features are appreciated by their customers. Crucially, as soon as one of the agents makes a change to information held within the contact centre application, that new information is immediately available for the next available caller.
