Too Much Information to the customer!!

[radrguy]

hi,

i work in a call center where it seems a few fellow co-workers want to provide WAY TOO MUCH information to the customers on the phone!!!! our job is to provide status to the customer on loans/lines of credit. we give them the status noted in each file. that's it. anything more in depth - we transfer to the appropriate dept. to handle the call.

BUT - these co-workers want to be the all-helpful person and goes way too deep into the file and provides or explains information that they are not supposed to give out nor qualified to do so. this opens up a can of worms they do not want. they also seem to use internal jargon way too much - even going as far as explaining word for word what they are doing as they are searching(ie: i'm instant messaging this co-worker to ask them your question.....she says______......i'm telling her_____) & so on & so on.........

are there any useful websites or tools online that i (& my manager) can show them - so they will NOT continue to do this & make life for the rest of us he--?? thanks so much!!!

[NBosch]

The best way to deal with this is a 3 step approach:
1. Check your processes ! Do they clearly state which information you should give the customer on which occasion.
2. Re-train the agents and (re-) explain the processes. Explain to them why the processes were written like this etc. Make them understand that too much information can be a bad thing too.
3. Call Monitoring ! Monitor (by recording or live monitoring) calls for each agent and provide coaching to them.

Agents that still go out of line and make life harder for their peers are noticed this way and can be "corrected" .

[radrguy]

thanks for that bit of info. i appreciate it. i know that's what we should do next - but we were wondering if there was something more in writing(ie:practice or instructional examples on why this kind of behavior/info is not good at work)??? something we could print out as a help guide.

thanks!!

[CreativeWolf]

Hi,

In general this nature is called "Bad mouthing" and a serious process violation and need to be considered seriously.

When there is a process let them *JUST* follow the process and that cannot be violated for what so ever reason.

Get their calls redorded and have a JMS ( Joint Monitoring Session ) them score the call individually, this enables them to be calibrated as well.

hth

CreativeWolf