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You ever get to the point where within about the first 10 words or fewer you can accurately guess what the caller’s issue is? Pretty much 9 out of 10 calls are just like the last 9 out of ten calls.
For me when that happens I sometimes jump into the solution right after they bring it up. Forgetting the fact that most people still need the song and dance of leading them to the answer. Because again people don’t realize that you’ve faced this issue 100 times this week already and they think that their issue is a completely new issue. So they need you to dive into the issue to catch them up.
As much as you just want to tell them “oh you received a disconnection notice because you’re behind on your bills, pay that and you’re good.” Then hang up. Apparently that’s too simple for some people. We have to go over why it’s past due for 5-10 minutes to explain a few months ago we didn’t receive a payment in June and since then you’ve been behind one billing cycle because you haven’t caught yourself back up yet.
There are some people smart enough to actually look at what’s going on and decipher the solution on their own. There are others who can do that and still call in to confirm what’s the best way to handle things. My stats would look so much better if everyone would just be able to take the simple answer. Without having to delve into a 5 step answer of how the customer got from what they think should happen and where they actually are in the process would save a whole lot of time and effort.
But then of course if everyone was able to figure out how to solve their own problems call centers would not be as needed for employees.
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