[Andrew Bates]

Dear Seeking Guidance,

Your problem is not uncommon, and without know anything about your operations, I would offer the following two suggestions.

It may well be that your agents are only focused on the productivity goals your set for them (AHT, SLA etc). If you want them to think about the customer, you need to show them what the customer thinks about them.. By adding a customer sat score to the rating system, if might help the agents properly focus their efforts. Of course this may be difficult depending on the culture.

The other alternative is to explore outsourcing. By using and outsourcer, you can wipe the slate clean and hire a partner that will deliver on your expectation for a customer centric operation.

The analogy is a simple. If your 10 year old toaster breaks do you spend $40 to get is fixed by the local repairman or do you spend $25 on a new one that has exactly the features you need.

Now if you would like to hear about how Sykes delivers customer centric support and will save you as much as $10,000 per agent.....give me a call.