8 Effective problem solving techniques for call centre solutions
Day by day call centre solutions are becoming more customer-centric in order to increase sale and entice more number of customers. But emphasising more on becoming customer-centric, companies are focusing on enhancing the quality of the services. And so, going through the scripts won’t work anymore.
In order to be successful in a customer-centric company, call centre agents must be skilled at resolving both the routine issues as well as finding effective solutions to more complex problems. With the increase in quality assurance, problems have become more complex than it used to be.
Problem-solving may seem to be an easy going task at the initial stages. However, this can be at times so tricky that an employee without proper training and management skills will not be able to find the appropriate solution. One must receive proper training and be allowed a certain degree of autonomy; as more autonomous agents in a call centre solutions are often more capable of effectively resolving customers’ issues by being flexible, responsive and personal. Here are some of the very effective techniques of problem-solving:
Identify the problem:
The very first step in problem-solving is to identify the problem. This is not as easy as it seems to be. Sometimes, it is very difficult to identify the root cause of the problem. And whether or not the customer is able to explain it correctly, or he himself is not sure about it.
Find the root cause:
Once the problem is identified pin it down, and summarise it to the customer. Now, get a brief idea as to why and how the respective problem occurred. Understand how the customer perceives the problem and try to gain a better understanding of their needs. Ask them their strategies if they have tried to solve it. Start from the very beginning, and proceed step by step.
Analyse its impact on the customers:
As the excellent call centre solutions aim to provide top-notch service, you must have an understanding of how the issue impacts the customer. As a skilled agent, you should have the basic idea of the severity level of the issue, and why did it occur on the very first hand. Understanding the impact will help you to prioritise the task and understand the condition of the customer.
Breaking down into simpler tasks:
Once you have prioritised the issue and evaluated its severity level, divide the issue into several simple tasks that can easily be handled. Give the basic idea of the issue to the customers and also what the customer wants.
Generate possible solutions:
Generate possible solutions to the problem or general solutions to the basic parts of the problem. Ask yourself the given question:
What can have other agents done to solve the problem?
What could the management have done?
What could the agents of another department have done to resolve this?
Generating a number of solution for a problem will help you in giving hit and trail technique to solve it.
Evaluate each solution and select the most appropriate:
Evaluate each method to get a precise idea of each task. Go through various ways and gather the similar solution steps. Evaluate resources used, cost to implement the solution, time taken to implement the solution, more effective ways to get it done, does management agrees to the given solution, loopholes that can lead to the occurrence of the issue again and customers view over the explained solution.
Plan the implementation of the solution:
Some solutions are very straightforward to implement. But some solutions are hard to get and even harder to implement. Divide the task among various agents for cross-checking and cross-references. What more can be implemented to this? Who is going to implement and test it? What is the due date to complete it? What will be the after-effects of the problem as well as the solution?
Implement and analyse the results:
Once you have finished the implementation process, you should certainly analyse the results. Answer the various questions, like:
Does the solution meet the required expectation?
Are the present product and its services better than that of the previous one?
How does the customer feel about the solution?
Is there any room for improvement?
There is no single way to solve a problem. Each agent will have their own problem-solving approaches and methods. Service centre agents might do it in different ways while call centres solution agents might do it in different ways.
At first instance, the above mentioned problem solving techniques may seem like a bit much for a call centre solutions to tackle. However, when properly trained in effective problem solving techniques, they will be more prepared to adequately address customer’s issues.