unique call center structure

[breeze]

My customers feel they are waiting too long to get access to the rep they need. From surveys, it is apparent that they want to hear a human voice on the phone and do not want to go thru a fairly complex menu to get to the specialist.

Thru focus sessions I have found that much of the client's problem is perception. When I show them the average wait time most feel it it reasonable. The real problem seems to be not having a human voice until after the menu options are activated.

I was thinking of a "triage" process where the call would be answered immediately by a dispatcher who would forward the call to the correct rep.

I would like to know if any of you have tried this, or any other unique approach to to come up with the most efficient way to get information to the customer?

I am open to all suggestions.

[NBosch]

I have a structure that is pretty much what you are describing in place.
Calls come in and go to the "first line". This (all female) team then checks the customers data and forwards it to the specialized "second line" agents. They also take orders and check out status calls, so my technical agents can focus on what they do best. During busy hours (when waiting times can go up on the second line), they can advice the customer to call back at a later time OR offer the customer to be called back.

Off course you are dealing with a cost here, BUT, because of what they do I need less (more expensive) technical agents. The customer also is pleased because he speaks with a "real person" within 20-30 seconds (av. waiting time) who in helps him in a pleasant tone of voice. This also takes the anger angle out for the technical (less communicative) agents.

So... if you decide to go for a similar concept, it is important to decide exactly what you want them to achieve and to see how much of the investment can be safed on other departments.

Feel free to mail me @ niek.bosch@medion.com

[breeze]

Thanks for your quick response. I'm going to do some data analysis and - if it shows that the concept is feasible - I may contact you.
Thanks again