Paying for Faster Customer Service – Brilliant Innovation or Terrible Idea?

Ken Landoline
Ken Landoline

Summary Bullets:

  • Segmenting customers into different levels of service by classifying them into distinct groupings (e.g., platinum, gold and silver) and doling out different levels of service may be common practice for airlines and financial institutions. However, it is normally implemented by segmenting users based on usage and/or spending levels prior to the service cycle and providing different access points like unique dial-in numbers or dedicated websites for priority service.
  • Having all customers call the same number, join the same queue and then openly soliciting them to pay an extra fee to move up in the service line is something very different that will prompt some long-time customers to wonder why their loyalty has little value to the company.

As consumers we are all becoming accustomed to paying a premium for better and/or faster service. We do this to get into premium lanes on a freeway, priority boarding on an airplane, and even to get to the head of the line at some theme parks. However, when I read last week that EE, a mobile phone company in the UK had introduced a charge for jumping ahead in the queue on customer service calls it just sounded like a bad idea that, if accepted by their customers, could fundamentally change the landscape in customer care forever. EE has implemented this new option in their customer service center by having an automated message greeting customers calling into their centers during busy times and offering to jump them up in the queue for the flat fee of fifty pence, or roughly one U.S. dollar. Although EE has not reported on what percentage of customers are opting for the offer, the good news is that, according to the articles I read, EE mobile customers are speaking out against the offer and strongly rejecting the idea of paying extra for expedited service. EE customers, especially those who have been customers for years, are unhappy that all calls are not being treated equally as they had been in the past. Several commented they are considering switching mobile carriers to those not charging such a fee. Continue reading “Paying for Faster Customer Service – Brilliant Innovation or Terrible Idea?”

Contextual Routing Takes Contact Center Efficiency, and Customer Satisfaction, Up a Notch

Cindy Whelan
Cindy Whelan

Summary Bullets:

  • Context is an important element in helping contact center agents respond to customer needs efficiently; it also supports cross-sell and upsell opportunities.
  • Customer online activity provides a wealth of information; using this data in real time to address negative experiences supports customer retention and protects brand perception.

Everyone should be well aware that every time a mouse is clicked on a website or a call is made to purchase a product or service, both transactional and personal information is collected in a database.  Contact center operators collect a wealth of information from customer interactions; this information is often stored and reviewed at some later date for a variety of purposes, including employee training, outbound marketing campaigns and customer satisfaction surveys. Continue reading “Contextual Routing Takes Contact Center Efficiency, and Customer Satisfaction, Up a Notch”