Telecoms and Media Services, Expert Customer Care

Turning customer service upside down

The idea is this: most call handlers deal with two kinds of call – those that are about a failure within your system or product and those that are about value – requests for additional products, services or information.

Put another way, you get problem calls and opportunity calls. Conventional wisdom says the centre should be measured on how efficiently it handles both kinds – "whatever it’s about, a call is a call and we wrap ‘em up fast!"

Common sense, on the other hand, asks “Why are we getting all these problem calls? Shouldn’t we listen carefully to the caller, analyse what the problem is and try to fix it there and then?”

"Sense and Respond" describes this approach, and underpins our Expert Customer Care proposition. Sense and Respond has been responsible for its application in Fujitsu Services’ Service Desk centres across Europe (Fujitsu provides outsourced Service Desk services for 400 large corporate customers). There’s just one issue with this brave new idea - it means you have to trust and empower your call handlers.

Expert Customer Care combines:

• Sense and Respond
  An approach such that when a call comes in, the focus is not about closing the call quickly, but about solving the problem and confirming the value of the service provided.
• Quality Focus
  Focused on eliminating waste in the service to end-users, not on quick fixes.
• Caller Interface
  Our own infrastructure to support capturing the calls, recording the problem and the solution and sharing that information using knowledge management and overall management of the service provided.
• Service Management Infrastructure
  Our own infrastructure to support capturing the calls, recording the problem and the solution and sharing that information using knowledge management and overall management of the service provided.