There are some forbidden words, which should never be uttered. Saying them makes the matters worse, ALWAYS! There is a track record that tells whenever these forbidden words were spoken, the outcome was bad.
A mythical legend says that ostriches bury their head whenever they are threatened with a predator. Doing so, they imagine that the danger is gone, as they cannot see it any longer. Can there be anything more foolish and cowardly than this? Well, sadly, yes! The way most businesses receive the customer complaints, is probably more ridiculous than the ostrich’s behavior. And after all, the ostrich tale is just a myth. But the business’ treatment of customer complaints is a reality!
To begin with, the purchase funnel is no more how it used to be in 1880s when Elmo Lewis proposed it first. The top-down hierarchy of the funnel is no more as rigid. Its boundaries are porous. So the first step of ‘Awareness’ mixes into the second step of ‘Opinion’, which feeds into the third step of ‘Consideration’, that leads to fourth step of ‘Preferences’ and finally into the fifth step of ‘Purchase.
The call center environment requires one to walk the tightrope between qualitative performance and quantitative output all the time. The Agents have to ensure complete customer satisfaction in the very first call, to boost their FCR. And at the same time they have to keep a check on the call duration otherwise it will stretch the AHT.