Promise management occurs after promises have been made during a call, ensuring that each commitment is kept with smooth and timely follow-through. Every conversation will likely involve some element of commitment-making. These may include billing requests, appointment scheduling and other tasks that an agent approves. After promising a certain effort, promise management comes into play.
In order to build long-lasting, positive and growing customer confidence, there must be consistent and dependable delivery. When promises are managed effectively, a customer can expect their request to be taken care of as quickly as possible. An agent’s promise management should include timely responses as well as an accurate and pinpointed resolution. A customer that experiences immediate, high-quality promise fulfillment will have enhanced commitment to the company and product – as well as a strengthened relationship with the brand.