A Call of Transaction. A Call of Relationship.

[Moderator]

Talkback is an interactive feature allowing you to post your reaction and opinion to the Observations-on-Operations article, A Call of Transaction. A Call of Relationship. found here.

_______________________________
Summary:

What is the difference between a “call of transaction” and a “call of relationship”? Everything depending on how the customer perceives the value of the call to themselves and the value your company places on the call.

Learn why it is important to know the difference and what it can mean for your customers and your call center. Read A Call of Transaction. A Call of Relationship.
_____________________________

Your turn. Post your reaction or opinion by clicking on the Post Reply button.

[pmorton]

Interesting dilineation of call types. Labels I have'nt heard of before but feel they may come in handy. I'll take a stab at defining those phrases:

Call Transaction: A call that requires a csr to perform a task or function (may be income generating) to service the needs of the consumer.

Call Relationship: A non monetary driven call that requires a csr to simply provide "soft skill" service to the consumer.

These definitions are based on the assumption that these are call type labels rather than function labels.

[sank]

Moderator started the thread. but never bothered to confirm if this was right answer by the member or not.. Did moderator not take its own thread seriously?

[niobesfate]

This is my take on the difference:

A call of transaction: cold and quick, this is what the customer ask for, that's what the customer gets, quick and to the point.

A call of relationship: agent asks probing questions to discover what is driving this customer contact and what the needs are. Creates a dialogue, a conversation rather than an interrogation.