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If you’re looking for an effective apology for customers, here we take you through the key stages of saying “I am sorry” in the contact centre – with relevant, contextual examples of how to use customer service apology statements in a sentence.
You can deduct 15 minutes late for 1-15 minutes late, then 16-30 minutes late as 30 minutes late deduction from the cut-off. Usually allowable tardiness in a month is 3, then if they exceed that, you can serve a warning.
- Shuffling to the Back of the Pack. If your telephony system allocates calls according to which advisor has been available the longest, as most do, then this is an easy system to manipulate to avoid taking calls.
- Sitting on a Hanger or Transfer. Contact centre advisors rarely end a call themselves – they say goodbye, the caller hangs up and the line goes dead. Sometimes, though, the line doesn’t go dead.
- Rounding up Breaks. When does a break start? Is it the moment you click the ‘unavailable’ button, or is it when you physically walk out of the office?
- Making After-Call Work Personal. Some calls require a minute or two of after-call work, just to tie up the admin – some don’t. But unless you are being directly monitored, supervisors have no way of actually knowing which calls require after-call work and which don’t.
May 14, 2021 · From 63 staff at the insurer’s call centre in Croydon, the industry has since mushroomed into one of the UK’s largest. For a sector weighed down by a reputation for frenzied offices,...
Contacting Customer Support & Getting Help. Run into a roadblock? Having a technical issue? Got questions about your plan? Later offers several easy ways to get answers to your burning questions. Here we’ll outline how to get help for any questions or issues you come up against. Tip: Looking for a demo of the Later platform?
Jan 5, 2023 · If frequent agent absences are getting the best of your call center, it’s time to remedy the issue. Let’s explore the most common causes of call center absenteeism and how to fix them. How to Foster Agent Engagement in Today’s Contact Center.
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