Decrease call transfer from Telemarketing to Customer Service

[ljfrancois]

I would like to know some strategies to decrease call transfer from Telemarketing to Customer Service. Existing customer by some reason calls Telemarketing group, and then they are transfer to Customer Service. So, the number of calls transfered is increasing each weak. I know that some call center just explain to the customer that his call cannot be transfer, so they need to call again to the IVR an select the appropiate group they want to reach.

Do you have some ideas on how to deal with this? Let me know, since I´m preparing a strategy to solve this issue.

Thanks!

Lionel Jean Francois RamÃ-rez
Call Center Operation Manager
Axtel, S.A de C.V ( Mexico)

[Michcall]

First I would do an analysis on why customers are calling the Telemarketing group. Where do they get the number from? Is the Telemarketing number more prominent than the customer service number on the website or the product packaging? When the telemarketing number is posted anywhere, it is clear why customers would choose to call it? Are there specific questions that seem to come into Telemarketing---maybe the documentation isn't clear on when to call which group? Are your new customers given the information about customer service? If I called Telemarketing to order the product, that may be the only number I have. You may be able to change some things upfront to avoid calls to the wrong group.

Next, I would take a look at your phone system. A prompt upfront in the Telemarketing queue asking existing customers to "Push 1" for customer service will route the calls automatically and drastically cut down on the number of calls to transfer.

If you can't put a prompt in the network, you may be able to run an upfront message. "Welcome to XYZ Company. If you want information on our product/service, a representative will be with you in a moment. If you currently own our product (use our service), please contact customer service at xxxxxxxxxx"

[sheldonoverton]

How clear is your IVR verbiage? The customer may be confused as to where to go. You may want to review the IVR verbiage and make sure that each selection is clear to the customer.