Short post time to set out a concept that I frequently talk about…

When a client chooses to contact a service system (#inbound) there is a good chance that they have prepared themselves for this moment¹, such that they have:

• A degree of time to talk, and the mindset to want to explore/ resolve/ move things forward;

• secured themselves a suitable/ conducive environment in which to do this (e.g. a room with privacy); and

• gathered (what they believe are) the necessary supporting information/ documents…or may have ready access to them.

Conversely, when a service system attempts to contact a client (#outbound), it is highly likely that we may find it difficult to get hold of them…and, if we are lucky enough to achieve a connection, very few (if any²) of the above conditions may be in place! Continue reading →