I'm Waiting for Them to Call Me Back
Empowering contact center excellence for 30 years!

I'm Waiting for Them to Call Me Back

Note from Sarah Stealey Reed, ICMI's Content Director: I selected this post from Dayna today, as the messaging is just as appropriate for a contact center, as it is for any sales organization. If a customer requests or requires a callback on a inquiry or issue, please make sure you remember to follow-up. Make a note, use a Post-It, or log it into your CRM; just make sure you actually respond back. And workforce managers, it is your responsibility to make sure agents have the ability to do so. Build it into their schedules or allow them to request callback times. The customer is counting on you.

Follow up on customer quotes, usually within a week or quicker if the quote is time sensitive. Don’t be the vendor that says, “Well, I haven’t heard back from my client yet.” Have you followed up with them? Sometimes a quick reminder call or email will make the difference in whether you get the business or not. Don’t just put the fishing line in the water and wait for a bite. Do something to reel the customer and their business in to you.

Love it when YDST fans do my job for me – thanks Kati Phelps from AB Emblems for this one!

Dayna

Each week, ICMI will be featuring one of Dayna's Daily Success Tips each Friday! You can also subscribe to YourDailySuccessTip.com directly. It is also possible to subscribe to the audio version of Dayna's tips on iTunes or Podbean .

Dayna will be featured as our opening Keynote Speaker at ACCE in Seattle next month - Rock Your World: 5 Things to Do Every Day to Rock Your Customer Service World . She'll also be hosting our first annual Global Call Center of the Year Awards dinner  on Tuesday May 14th. Join Dayna and ICMI for all these great events!



Topics: Workforce Management, People Management

Related

More from Dayna Steele

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls