Great Customer Service on a Tight Budget Part 6: Collaborating between the Contact Center and the Field
Collaborating between the contact center and the field
Some aspects of customer service are more effectively addressed locally, such as at the store or restaurant level. But there is often a tremendous disconnect and information gap that exists between the corporate contact center and the field, costing the company valuable insight, damage to the brand and lost customers.
For a global restaurant chain with thousands of franchises and corporate owned locations, bridging the gap and delivering consistent service is crucial to the brand. They leverage our solution to capture and manage interactions in the contact center, and cost effectively communicate issues to the local manager for resolution.
Our system helps their contact center agents quickly capture highly specific yet structured details about the caller’s issue, identify the specific restaurant location involved.
Using this input, it can automatically send alerts to the individual restaurant location manager or franchise owner for certain types of issues. Upon receipt, they can call into an IVR system, listen to a recording of the caller describing their issue, and receive information that enables them to contact the customer and take appropriate action. In addition, the system provides them a means to update the contact center on their interaction with the customer.
This automated process enables the company to add a personal touch that really ‘wow’s the customer, building brand advocacy, while protecting the business—all at a minimal cost.
For more information about this and our restaurant solutions, download our white paper: Service Recovery that Keeps your Customers Coming Back.