Customer Service representative
The biggest pain point is successfully getting customers👀transferred to the correct department. There's a policy in place that calls for agents to attempt to provide a resolution without transferring; so it makes it hard to move the customer to the right queue as you will need to obtain permission to transfer even when necessary.
Ria
Value Reasoning
It makes the job easier and the experience for the customers 10 times better.
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Current process
Gauging the customer mood and concerns from the beginning and begin to put in the request to transfer before the customer asks so that when they do ask I'm able to transfer right away.
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Flaw in current process
Due to all calls being recorded and listened in on, the early request is often rejected as they did not hear the customer request a transfer yet.
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Impact
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Attempts at solving
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Ideal solution
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Value reasoning
It makes the job easier and the experience for the customers 10 times better.
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