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EXPERT RESPONSE
There are a number of ways to deal with this situation. Ideally, each call center has processes and procedures defined as to how to handle these types of situations, so that each customer service representative (CSR) follows the same guidelines. For example, some call centers have a means to take information manually and complete the contact after the computer is back up. Some will ask the customer to hold, or explain the situation and offer the customer the option of waiting. Others will transfer the call to another available rep or back into queue.
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