Customer Service Help Centres
Call centres need to provide employees with information that is easily accessible and highly consistent if they are to provide effective customer service. This describes the following:
Challenges
Information Mapping Canada helps organizations manage their call centre information and thereby address a wide variety of customer service issues, such as
- excessive customer wait time per individual call
- customer dissatisfaction
- inconsistent accuracy, message, and delivery rates,
and
the impact of employee turnover.
Solution
The Information Mapping methodology provides an effective, consistent framework for organizing, accessing, and reusing information. This results in
- a high level of continuity among messages
- reduced wait time
- increased customer satisfaction, and
overall cost savings.
