At the risk of sounding negative, I’ve never had any good experience with mobile network customer service. They were all as useless and incompetent as the last one.
I hope Zevvle will have a UK ONLY customer service and won’t use scripts at all.
I have managed Call Centers, I’m an Operations Manager (in IT, but same applies) and the biggest mistake companies make when they open their call center is to write scripts for agents to “standardize answers”. That clearly DOES NOT work. It has never worked and never will for the simple reason that you can’t have a script for every situation. When the agent doesn’t find their relevant script, they either lie, give innacurate answers or promise thinks they just can’t deliver to get rid of the customer.
A second free advice is to treat your customer agents well. Respect them, train them well and pay them well!
I can assure you that the investment you’ll put in your agents will be rewarded by the faithfullness of both your customers and your employees. Turnover in call centers is awful and companies spend tens of thousands of pounds in training because they have new agents all the time. Trainings during which agents are not working but paid!
Nowadays, all network offer pretty much the same but what customers really want, is to know for sure that they can count on the customer service to fix issues when time comes.
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software is never perfect (but we’ll definitely try). We’ll stick with that simple form to start with, otherwise it could get more complex than necessary… although a monthly upper-limit could be useful.