Increasing the customer facing staff efficiency by improving their billing knowledge
Billing issues usually seem tough to be handled for most of the customer facing staff. The customer facing staff who manages the day to day customer issues can easily handle any other queries but when it comes to billing issues, the standard FAQs will not help. It requires deep analysis and resolution and can not always be provided online. But the customer expectation is shattered when the representative informs the customer that he would raise a complaint and get back to him in a couple of days or as per the SLA of that billing complaint.
Listed below are the profiles of customer facing staff who may encounter a billing issue from Customer, in the order of no. of queries they may get on billing issues:
Contact center representative
Back Office representative(Through Mails, messages and Chats)
Showroom Representative
Dealer showroom representative
Field Sales representative
Tele calling representative
The knowledge levels and awareness of billing differs drastically between each of these representatives - a back office representative for example can analyze the usage details with help of tools available and rework the bills for multiple months but a tele calling representative can hardly suggest a solution for a billing issue. Why the difference? It is mainly because of the training and access permission levels given to each of these representatives. A field representative will just have the hardcopy or softcopy invoice from the customer but not the access to even CRM systems. A contact center representative will have the access to bill and CRM but will not have any access to billing system. A Back office representative will have the access to billing, CRM and will also have multiple tools to rework the bill.
Hence the awareness, training and access permissions play a vital role in increasing the billing knowledge and efficiency of the customer facing staff.
These are just a few thoughts on increasing the customer facing staff efficiency by improving their billing knowledge; you are most welcome to add your further thoughts on this.
