What we have found is that the caller understands a perfect solution may not exist. Having an issue aired is enough. With a caller data base of 15,000 plus per year, we have had a wonderful opportunity to review what these contacts mean. While we are very careful not to give out too much data, we do provide a high level strategic overview of what we are hearing. I'd rather not give examples, but we have been instrumental in changing policy and procedure.
Nothing is ever unanimous.
Our biggest difficulty is dealing with the small percent of managers and associates who perceive us wrongly. It is constant pick and shovel work to stay ahead of any possible criticism or problems. We feel we are only as good as our general reputation. Tactically speaking, I would also recommend going slowly in actually installing an 800 number. Get buy in from the whole organization first and measure your success by how many people you help, not by how many people you catch.