Whether you are running a marketing campaign or simply need to collect information from customers, it’s important to set up and manage communication channels correctly to ensure the details are gathered consistently throughout. For example, if you want to gather information from customers when they contact you by telephone to obtain feedback about a particular product, you need to ensure your team knows what questions to ask your callers.
Create a Rigid Structure
It is important to put a structure in place to ensure that everyone involved in collecting information knows what’s expected. It’s better to formalise this process and create an accessible form that can be completed.
Communicate Your Goal – Once, Twice & Once Again
Introduce your structure to your team members and run through why and what is needed from them and ensure they understand why the information is needed and what will be achieved by gathering it. It’s so commonplace for team leaders and managers to provide forms to their teams without thorough instructions or allowing them to buy into your project. You’ll find that corners will be cut if you do this, it’s better to explain what your intensions are once, twice or even three times over a period of time so that the collector understands why the information is needed.
Open Channels for Feedback
Your team will be in the best position to know exactly how your process is working for them. Give them the opportunity to share feedback. For example, over a period of time they maybe finding that callers are unhappy about giving out information or reluctant to answer a particular question. You need to know about this and make amendments. It’s so easy to think that the form’s in place and is being completed, but you need to ensure the information gathering is successful.
Keep Processes Simple
It’s so easy to get carried away when you want to gather feedback or information from callers, but remember this is an open process and can be updated. You will find that a caller will not be happy about answering numerous questions. Work with a maximum of three questions to gather any feedback or information. Set time periods for collecting information, because this will allow you to update or change questions.
If you find it difficult to formalise an information gathering process in-house, please do speak to us at Message Takers. Our telephonists are well versed at working with instructions and follow processes on each and every call that are set by ‘you’ the client. In addition to this, our specialist computer system allows us to create very specific forms that can be completed by our telephonists as they receive calls for you. Once the call is complete they hit the send button and the information they’ve gathered for you arrives in your email inbox or via text message. You can contact us on 01858 439000 and ask to speak to Sharon.