Introduction
An inbound call sent to an unhelpful agent or self-service application is referred to as a misrouted call. Dropped calls are at best an annoyance in business communications. Worst case scenario, they might halt a transaction in its tracks thus impacting the organisation negatively. Many procedures must be accomplished before a phone call may be made; therefore, a phone call may be terminated for technical reasons without the individuals involved knowing it (Coury et al., 2017). In many practical applications, this description must be complemented with details such as when calls are logged as dropped, or when a call is considered as connected.
The customer’s experience at any contact center may be nothing short of a nightmare. Given that phone assistance is the most popular and preferred way of customer care, the stakes are quite high. Ineffective customer service approaches should be abandoned in favour of customer experience management (CEM) strategies and technologies that are easily available from anywhere in the world. Improved customer service may have a positive impact on client retention, new customer acquisition, and revenue.
Causes of Dropped/Misrouted Calls
Equipment
When exposed to EMI sources including fluorescent lamp fixtures, dimming switches, computer processing supplies, screens, printers, and faxes, a buzzing sound may be heard in a hearing instrument with a telecoil. Even while noise shielding attempts have provided some relief, finding a safe haven from numerous sources of noise may be challenging in today’s contemporary society. The telecoil switch on hearing aids might be difficult for some patients to locate or even move.
It is quite rare for hearing aid users come into the office complaining that their hearing aids are not really working, only to learn that the switch was mistakenly left in the telecoil position by the dispensing office employees. A number of calls have been misrouted or lost as a result of an employee’s hearing aid not functioning correctly, as seen by the double movement of reflective thinking (Booher, 2017). An employee who has an older hearing aid may have difficulties setting it up correctly for telephone usage, which may result in calls being misrouted to the wrong department.
Tardiness
The consequences of tardiness go well beyond an employee’s salary. Employees who often arrive late to work have an adverse effect on not just their own productivity but also that of their coworkers and the organization as a whole. To avoid a worsening of the issue, employers should deal with persistently tardy workers swiftly and in line with a well-defined lateness policy (Shapiro, 2018). The employer’s image will be tarnished if there are several cases of bad customer service.
It was determined via careful observation and inductive reasoning that a worker who fails to show up for work on time results in a loss of output right away. Those who depend on the late employee to accomplish some of their work may be thrown off by a routine interruption. Customer service and other time-sensitive elements of the work are negatively impacted by late employee interruptions. Customers may discontinue their connection with an employer if an employee is late or does not deliver a product on time, for example.
Poor Customer Service
Failure to satisfy a customer’s expectations increases their likelihood of doing business with a competitor. However, the following are a few instances of consistently bad customer service that are generally unacceptable: a lack of focus on the details, putting your interests ahead of your company’s, conduct that is both unprofessional and impersonal, the inability to reply in a timely manner, identifying a problem but not resolving it, and making promises that were never kept (Spafford, 2020). Negative repercussions typically follow companies that have poor customer service habits. Many of these effects are difficult to overcome and may lead to a company’s demise.
Having awful customer service over a long period of time may damage your reputation. The receptionist in this instance was considered to have inadequate customer service skills. The employee would have easily ignored an incoming call had it not been for the manager’s intervention. It was determined via double-movement that if the employee was not properly monitored, he or she would turn away several customers, which would have a detrimental influence on the business.
Solutions
Hearing aid repairs will save the employee from having to deal with rerouted and lost calls. Help with setting up his hearing aid or a new hearing aid that automatically changes to telephone mode is needed by the employee. Getting a new hearing aid or learning how to correctly set up the employee’s hearing aid can prevent misdirected and lost calls. Removing or switching off the electronic equipment that causes the employee’s hearing aid to give out feedback is preferable (Ohlenforst, 2017). The employee will no longer be able to misdirect or drop phone calls if the feedback is reduced. Retirement or dismissal will have to be an option if the employee refuses to complete these processes.
It is important to underline the value of regular attendance, specify standards and processes for arranging time off in advance, explain call-in procedures for unforeseen absences, and clarify possible repercussions for policy infractions. If a pattern of lateness is suspected, it should be handled as soon as possible and in a consistent manner (Tardy et al., 2020). After hearing from workers about the cause for their absence or persistent tardiness, you may decide whether or not to take disciplinary action. Because of this, it is recommended that an accurate timekeeping policy be put in place, along with a timekeeping system that records work time down to the minute. If the employee’s tardiness persists, the manager has the option of dismissing them or making them retire.
Establishing company-wide standards can help you get the most out of the people who are presently handling phone calls and responding to emails. Some of them include: messages sent through email are typically responded to within an hour of receipt, and phones should be answered within four rings if possible. The management has the option of firing the employee or forcing them to retire if they continue to provide bad customer service.
Justifications
- The solutions provided are highly recommended since they have been carefully vetted and regarded to be the most effective available.
- Client retention is less expensive than customer acquisition; thus, maintaining an employee rather than dismissing or forcing them to retire is a wise decision to make.
- Customer service reflects your brand’s image, purpose, and values, and hence the solutions should be based on these factors.
- Another reason for selecting the solutions was that no employee would look forward to going to work if they feel underappreciated in comparison to their colleagues on other teams.
- In order for consumers to stay loyal, good customer service must be provided, and personnel must adhere to the policies and procedures in place.
Conclusion
Spending money on customer care may help you ignite your flywheel since loyal consumers will help you obtain new subscribers at no expense from you by encouraging prospects to engage with your brand. Moreover, their positive testimonials will become more effective than any of your current marketing initiatives — and less costly as well. As a result, resolving the problem of misrouted or lost calls is critical to preserving the company’s heritage.
References
Booher, D. (2017). Communicate like a leader: Connecting strategically to coach, inspire, and get things done. Berrett-Koehler Publishers.
Coury, J., Schneider, J. L., Rivelli, J. S., Petrik, A. F., Seibel, E., D’Agostini, B.,… & Coronado, G. D. (2017). Applying the Plan-Do-Study-Act (PDSA) approach to a large pragmatic study involving safety net clinics. BMC health services research, 17(1), 1-10.
Ohlenforst, B., Zekveld, A. A., Jansma, E. P., Wang, Y., Naylor, G., Lorens, A.,… & Kramer, S. E. (2017). Effects of hearing impairment and hearing aid amplification on listening effort: A systematic review. Ear and hearing, 38(3), 267.
Shapiro, C. (2018). Antitrust in a time of populism. International Journal of Industrial Organization, 61, 714-748.
Spafford, D. (2020). A Sense of Place: The Political Landscape in Late Medieval Japan. BRILL.
Tardy, A. L., Pouteau, E., Marquez, D., Yilmaz, C., & Scholey, A. (2020). Vitamins and minerals for energy, fatigue and cognition: A narrative review of the biochemical and clinical evidence. Nutrients, 12(1), 228.