This email is written to commend the work one of your call center consultants was able to achieve on my query about my fridge. Her name is Katlego. Katlego resolved a call that had been handled by three consultants previously without any resolution
oNasmeen - due to inability to resolve kept passing the call to other consultants, Zola - hung up, James - the worst of the lot, makes promises but doesn't keep them, flounders under stress, cannot handle simple questions
Katlego listened attentively, kept me on the line the whole time without playing that silly background music. She kept getting back to me to give feedback until my query was resolved all while I was still on the call. First time resolution, a crucial key performance indicator and measure in a call centre operation. She understood the urgency of getting a fridge sorted. Something Whirlpool should be able to comprehend being a service provider working with essential customer appliances such as, a fridge, things a customer cannot operate without for days, where urgency is of the utmost importance. It took one smart girl out of a bunch of to resolve such a simple query. Train the people who log your calls
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