Customers care about resolution more than anything else. If they have to contact you, they just want to know they will get the outcome they need.
Process guidance and call flows are great to give agents an idea on how to get to the right outcome – but what happens when those suggestions become gospel, and we stop thinking for ourselves?
- Find a middle ground that supports new hires and tenured teams in a balanced way, and that supports the pace of change of your organisation.
- Update your process guidance tools to give flexibility to your agents to come up with the resolution the customer needs, rather than the one the business has scripted.
- Make sure your quality framework won’t penalise people for going “off script”.
- Use balanced metrics to assess your changes – from both the customer side (e.g. first contact resolution and AHT) and the agent side (employee satisfaction and confidence metrics).