It is a popular strategy implemented to reduce inbound call volumes to contact centers in the customer service industry, particularly in the consumer market.
1 Your company Call Avoidance Policy will help ensure 'employees answer phones in a polite, helpful and most importantly respectful manner, irrespective of the manner or tone that the customer has adopted in the call,' says The Labour Law for Managers Loose Leaf Service. The last thing you want is to have your reputation damaged just because of one distasteful phone call. Don't let this happen to your company. Read on to discover why implementing a Call Avoidance Policy will help ensure your employees stick to telephone answering etiquette that upholds your company's reputation. Call Avoidance is a popular strategy implemented to reduce inbound call volumes to contact centers in the customer service industry, particularly in the consumer market. It is based on the fact that person to person service calls are time consuming and costly and should be accessed only when there is no viable option. Voice calls can then be reserved for high priority, complex service requests, or emergency situations where the quick response of skilled phone agents is essential Tweet Pin It. A Call Avoidance Policy is important to ensure that agents and employees in the company remain committed to their telephone call answering standard to prevent the company name into disrepute. Avoiding calls in a call center company is a fundamental sin because it is tantamount to not doing your job. This is also monitored in call records, which managers can also check. A call avoidance policy therefore is important to ensure that all calls are answered without delay, employees answer phones in a polite, helpful and respectful manner. A Call Avoidance Policy ensures that your company's call centre staff and other employees in your company stick to a telephone call answering standard that doesn't bring your company's name into disrepute. The last thing you want is to have your reputation damaged just because of one distasteful phone call. Don't let this happen to your company. Read on to discover why implementing a Call Avoidance Policy will help ensure your employees stick to telephone answering etiquette that upholds your company's reputation. While there are countless other behaviors that are exhibited in call avoidance, these are by far the classic and most prevalent ones. As a contact center enthusiast, I recommend contact center leaders to have measurements in place to identify call avoidance behaviors that could impact consumers. If a person gets two breaks a day, and a lunch and practices call avoidance techniques before each of those times and before going home. That's 40 minutes a day an agent is getting paid for not working. (not including the two paid breaks)That's over 3 hours a week, which comes up to over 173 hours a year. Call Avoidance Policy in Call Centers. admin February 13, 2015 Call Center Basics No Comments. A Call Avoidance Policy is important to ensure that agents and employees in the company remain committed to their telephone call answering standard to prevent the company name into disrepute. Avoiding calls in a call center company is a fundamental sin because it …. Established in 2013, 3CC Call Center is a BPO company that exclusively servicing its London Head Office Benz Travel Limited, a travel agency situated at prestigious offices just off Oxford Circus in the heart of London. 3CC Philippines was conceptualized in the belief …. Good Morning, I have been put in charge of developing a policy for our call center that is centered on call avoidance, proper login/logout procedures, when to use appropriate auxiliary codes, ECT. I want to call it the phone accountability policy.
http://fspbusiness.co.za/articles/policies-and-procedures/protect-your-companys-reputation-with-a-call-avoidance-policy-2046.html https://en.wikipedia.org/wiki/Call_Avoidance http://www.callcenterbeat.com/call-avoidance-policy-call-centers/ http://fspbusiness.co.za/articles/policies-and-procedures/protect-your-companys-reputation-with-a-call-avoidance-policy-2046.html http://www.incontact.com/blog/call-avoidance-101/ http://www.callcenterbeat.com/search/call-center-call-avoidance-definition/ http://www.callcenterops.com/forum/general-discussion/3521-call-avoidance-urgent-please.html
call avoidance definition