Call Centre Tips

If you’re running a health alliance call centre dialler, here are some tips on how to manage the service.

If you have any tips of your own, please email: tips@cardiffhealthalliance.org

Customer Service Tips

1. First call resolution

One of the main problems our members come across, is not being able to fix issues first time. This always results in follow up calls that tie up staff members and creates angry clients.

Try to focus on fixing problems first time around – it always helps in the long run.

2. Honesty is the best policy

Many issues arise because people aren’t honest with how long issues might take to resolve. By being honest, our clients will always trust us to do the correct thing.

3. Find out why people are really calling

The best way to do this, is to listen to calls and understand the common points. Setup a schedule for monitoring calls regularly and also record them too.

You’ll soon understand how to improve the quality of your service.

4. Set up a customer service team

By setting up a team who’s focus is constant improvement, you’ll be able to slowly improve your offering over time.

5. Empower agents

One of the issues our members report, is that staff members aren’t always allowed to fix issues in the way that’s required. By trusting your team, they’ll be able to fix issues quickly and first time around.

6. Provide clear return and refund policies

Fortunately, we don’t take payments very often; however, when we do we should always offer refund paths where appropriate.

7. Be careful with voice automation

Our automated IVR system has been crafted from years of experience. Please do try to avoid making large changes, and report any issues to the management team.