Question

Topic: Customer Behavior

Solution To Unload My Phone Support

Posted by Anonymous on 6/3/2011 at 4:47 PM ET 125 Points
Currently I have three operators and more than 200 calls a day. Unfortunately I can`t afford to hire one more.
So I`m going to use Live Chat solution. I looked through a lot of them but seems like this one is the most reliable - www.providesupport.com
What do you think?
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RESPONSES

  • Posted on 6/3/2011 at 8:24 PM Accepted
    I think there's a flaw in your business model/marketing plan if you can't afford to hire another operator to handle the incoming calls. Are you sure you are making money with your three operators? If you are, then why wouldn't you make even more with 4 operators (to handle more calls effectively)?

    Is it possible that you should fire the three operators and go to 100% Live Chat? Either the operators are making you money or they aren't. And if they are not, then you need to find another alternative. If you keep on doing what you're doing, it's not likely you'll get a different result.
  • Posted on 6/4/2011 at 2:34 PM Author
    Thank you for responce, mgoodman!
    My operators do not make cold calls but work as a customer support so making money is not proper measurement for their effectiveness.
  • Posted on 6/4/2011 at 4:30 PM Moderator
    If Live Chat is less expensive than live operators and you would consider it instead of adding another live operator, then why wouldn't you consider replacing all the operators with Live Chat? You'd save money, and you'd have more money to spend on other things (or to take home yourself).

    I'm not trying to be difficult. I just don't understand the logic in your question. If your operators are costing you money and not making you money, then what is the proper metric for effectiveness? I would think it's to minimize cost/maintain customer satisfaction. What are those 200 calls a day doing for you? Why are those folks calling you?
  • Posted by Jay Hamilton-Roth on 6/4/2011 at 8:31 PM Accepted
    Why not try live chat and measure its effectiveness? For example, ensure you get the contact information of callers and do a random audit of satisfaction (especially compared to your own operators).
  • Posted by Sally on 6/5/2011 at 2:26 PM Accepted
    Before doing anything, have you reviewed your phone technology? Do you have updated technical support.

    200 calls a day for 3 operators...what is the average length of call? Are the initial calls handled on first call...or does it take multiple calls to resolve or service?

    I would evaluate my internal systems and procedures first. Then, if you are satisfied that everything is as it should be, look to evaluate live chat...you still need someone to respond to the inquiry. I don't know the industry norm but there is probably some information on what acceptable response time would be.

    Are you a 24 x 7 operation or is the support limited to usual business day? Are your clients expecting the support to be "personal?"

    As Jay indicated, should you desire to go live chat, give it a test first....run it parallel to your current phone support..understand the differences, challenges before making a switch.

  • Posted on 6/6/2011 at 3:34 AM Author
    I think you are right. I will do measure first. Thank you much
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