Speed is NOT the same as service. Some companies obsess over call times, pushing agents to wrap things up faster. Customer solution be damned.
This week’s CX Passport guest, Candy Kothmann, takes a different approach:
In this episode, Candy explains why companies that fixate on speed are sacrificing real customer trust and missing the chance to solve their customers’ needs.
Now…don’t miss a key phrase in what Candy said
If the customer wants & needs speed, the agent provides it. Not because the agent feels the clock-pressure. Instead, the agent discerns the customer’s business purpose and adapts.
To do this, the agent has to feel safe and…it’s overused but it’s true…empowered…to make that decision.
How can this be?
Candy’s approach builds that safety. No arbitrary time limits, no rushing customers off the phone.
When agents aren’t pressured to meet a stopwatch, they can actually listen, understand, and resolve issues the right way.
And the business result? More trust, fewer repeat calls, and a better experience for both the customer and the agent.Before you say, “Sure, Rick. Nice nirvana there. But we have a business to run, or patients to help, or benefits to provide.”
Fear not, Candy’s approach doesn’t mean contact center anarchy.
There’s analysis to search for outliers…not to blame, but to understand and improve. That analysis isn’t done on a call-by-call basis; it’s done looking at patterns and larger trends.
Agents don’t live fearful of the clock and can instead focus on serving their caller.
Your Turn…
Whether you’ve been inside a contact center or “just” a customer, you can tell when AHT is the focus. Have you had a contact experience where you knew “business purpose” was the focus and AHT wasn’t a factor?
Put those tray tables up and buckle those seat belts. Let’s go!
To view the full podcast with Rick Denton and CCNG member Candy Kothmann:
Rick Denton is a CCNG member and conversation catalyst who provides management consulting, public speaking, business consulting, customer service, customer support, and program management services. Rick hosts Rick believes the best meals are served outside and require a passport!
