![]() The Customer Service Hub can be contacted at +353 (Passports) or +353 (Foreign Birth Registration) or you can chat with a Hub agent via the WebChat service. Agents are available through our phone and webchat services from Monday to Friday, 9am to 4.30pm. ![]() The Customer Service Hub helps thousands of customers every week who are applying for their Passport or for Foreign Birth Registration. Get a resubmission link Customer Service Hub You will receive an email with a new link within 2-5 working days of your request. If the link sent to you has expired, you can request a new link here. The Passport Service will communicate this request through an email, which will contain a link to help you submit what is required. This will help you to identify improvements to meet SLAs.The Passport Service may ask you to resubmit a photo, consent form, witness form or other additional supporting documents to help us process your application. Compare your SLAs against actual performance according to your contact center analytics. SLA performance: Most companies have service-level agreements (SLAs) for the contact center, including items such as the most amount of time customers should wait on hold, for example.For example, you may create an easy-to-find knowledge article, optimized for search, to help customers resolve an issue fast. Customer effort: Are you putting too much onus on the customer? Determine ways to reduce customer effort.Has a frustrating customer service experience contributed to churn? Customer retention: Pay attention to what happens after the customer disconnects. ![]() Revenue: Review your contact center analytics to determine if quality customer service is contributing to a higher number of transactions or greater sales per customer.To gauge CSAT, send out quick surveys to get a sense of how happy customers are following their interaction with your service team. Customer satisfaction: High customer satisfaction (CSAT) is still the holy grail for service teams.Here are some best practices to keep in mind based on the five most important service metrics today: Analyze a range of metrics to better understand the customer and their relationship with your company overall. Handle time is an important metric, but it doesn’t tell you the whole story. Ask agents for their feedback so that you can improve the experience for every employee. Train them on the latest features and functions. Technical expertise: Ensure your technology is intuitive for agents.Provide opportunities to shadow and collaborate with experts to improve their product knowledge. Encourage agents to study company protocols, products, and services. Product knowledge: Update all employees on any new releases or updates.Express the importance of putting yourself in the customer’s shoes. Teach agents the basics of communication, including listening, positive language, persuasion, and empathy. ![]()
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