Datacred, Data Integrity, Service Sector, Manufacturing, Contact Centres, Maintenance

Findings - Contact Centres

We find there are four main causes of inefficiency & poor customer service in call centres

Poor management and supervision No clear objectives Customer service and efficiency not measured Teams unmanaged Inadequate staff coaching Lack of clarity for problem resolution	Poor data integrity Inaccurate, missing or duplicated data Lack of data ownership Data access and change controls not robust Lack of integration between IT systems
Inefficient business processes Manual solutions to fill gaps between commercial promise and operational capability Best practice not shared between teams Shortcuts and workarounds become the norm rather than addressing the root cause Talk time measures drive sub optimal behaviour	Poor service from internal suppliers Roles & Responsibilities not clearly defined Poor communication between departments Lack of agreed service levels in an adversarial culture No measurement of internal service Departmental Managers not functioning as a team with disparate objectives

Only by addressing ALL these issues will customer service delivery
and business performance be transformed.