Manage customer service in a contact centre
Overview
This standard is about managing customer service in a contact centre. It covers the overall management of customer service activities, agreeing authority boundaries for colleagues dealing with customer enquiries and requests, managing escalation procedures for all difficult customer issues and dealing with customer issues that may be of high risk or high profile. It also involves reviewing organisational requirements in accordance with regulation and legislation and updating customer service procedures and compliance requirements. It is for contact centre professionals on supervisory or managerial levels who have responsibility for managing customer service in a contact centre.
Performance criteria
You must be able to:
Manage escalation processes for difficult customer service issues in a contact centre
1. identify and agree authority boundaries for colleagues dealing with complex customer issues, concerns or complaints
2. confirm boundaries of authority with colleagues at all levels
3. deal with complex or difficult customer issues referred by colleagues who do not have the appropriate competence or authority
4. deal with customer issues that may be high risk or high profile
5. identify ways to prevent the re-occurrence of customer service issues
6. support team leaders and managers in reinforcing the escalation and complaints procedures
7. manage monitoring of customer service performance and customer feedback
8. devise and agree key performance indicators for customer service
9. coordinate monitoring activities to assess customer service performance against agreed key performance indicators
10. collate and analyse results from monitoring of customer service
11. check results of customer service monitoring for compliance with organisational and regulatory requirements
12. work with team leaders, managers and colleagues to develop and improve monitoring procedures for customer service performance
Review and update organisational and regulatory requirements for customer service delivery
13. identify existing organisational and regulatory requirements that impact on customer service delivery in the contact centre
14. review organisational strategies and policies that may involve changed requirements for customer service delivery
15. review external regulation or legislation that may involve changed requirements for customer service delivery
16. consult team leaders, managers and colleagues who deliver customer service, on the implications of changes in organisational or regulatory requirements
17. agree and implement changes in organisational or regulatory requirements in customer service procedures for contact centre activities
18. follow current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information
Knowledge and Understanding
You need to know and understand:
- the ways of defining authority boundaries for people dealing with customer service issues and complaints
- how to ensure colleagues at all levels understand agreed boundaries of authority
- the techniques for dealing with complex or difficult customer issues
- types of customer service or problems that may become high risk or high profile and how to manage them
- how to prevent the recurrence of customer service issues
- The organisational customer service procedures and how to support team leaders and managers in reinforcing the escalation and complaints procedures
how to manage monitoring of customer service performance and feedback
7. the techniques for devising and agreeing key performance indicators (KPIs)
8. how to coordinate monitoring activities to assess customer service performance against agreed key performance indicators
9. how to collate analysis customer service monitoring results
10. the details of the organisational and regulatory requirements for customer service delivery
11. how to check that the results of customer service monitoring comply
12. the importance of working with team leaders, managers and colleagues to develop and improve monitoring procedures for customer service performance
13. the sources of information about organisational strategies and policies and external regulations or legislation that impact on customer service delivery
14. the process for reviewing organisational strategies and policies that may involve changed requirements for customer service delivery
15. the processes for reviewing the customer service delivery in accordance with regulation or legislation
16. the importance of consulting team leaders, managers and colleagues who are responsible for customer service delivery
17. the implications of changes in organisational or regulatory requirements
18. how to agree and implement changes in organisational or regulatory requirements in customer service procedures
19. the current legal, regulatory and data protection requirements, codes of practice and organisational policies and procedures relating to handling personal information