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Tag Archives: Call Monitoring
The more satisfied the customer, the more loyal they’ll be that is why the contact centre industry needs to embrace customer centricity.
It’s not mystery that first contact resolution is one of the main drivers for customer satisfaction. Even the smallest improvements to first contact resolution (FCR) have impact on increasing customer satisfaction, at a astonishing rate of 1:1, which quite frankly is huge.
First Contact resolution not only increases customer satisfaction, but improving FCR in your contact centre should be the top priority, simply because it greatly reduces costs. So there is without a shadow of doubt a business case for improving first contact resolution, as a result many companies are investing heavily in customer service training and analytics tools, to measure and improve this voluble metric. But is focusing mainly on FCR sufficient in order to maintain customer loyalty?
Keep it balanced.
Most certainly not. There are many vital aspects that correspond and impact customer satisfaction thus shaping customer loyalty, these “what-if’s” are:
- What if; you encountered a poorly trained contact centre agent?
- What if; the representative didn’t have sufficient product knowledge?
- What if; you had to be kept on hold for 20 minutes while listening to some ungodly music track?
- What if; the issue was resolved but the agent was rude and interrupted the conversation numerous times?
This is why overly focusing on one metric is a sign of bad management. Embrace the balanced scorecard tactic and evaluate your employees and customer service process’s using these criteria:
- First Contact Resolution
- Post contact IVR survey, ask the customer how would they rate the experience
- Customer retention metric to evaluate the likelihood of a customer leaving within 4 weeks
- Include Average Handle Time; despite all the hate it gets, if you wish you could keep it hidden from the contact centre agents
- Cross-selling abilities
- Average time spent on hold; waiting on hold is despised by the customers
- Number of appropriate escalations
- Employee satisfaction; happy staff = happy customers
First contact resolution is a vital metric which greatly impacts customer satisfaction and helps reducing costs, but focusing on FCR alone is simply not enough. Take all variable into consideration when trying to increase customer loyalty and act accordingly, ask the customers what parts of the customer experience you provide do they cherish and which ones do they despise, and get to work.
With the rise of the multi-channel approach and new technologies that have evolved rapidly, the competition it the customer support field of expertise has increased exponentially. Not only the entire customer care landscape has changed, new channels demanded a different approach – customer centricity.
Multi-lingual contact centres need to engage and retain every customer to be successful.
We at OpsTalent believe that these four traits are the keystones to establishing a customer centric contact centre:
Measure quality from both perspectives.
Like many of its customer oriented counterparts around the globe, OpsTalent has invested in quality monitoring tools that record and view customer experiences during each query, also post-contact surveying tools that can determine how the customer felt about each individual interaction.
This way the contact centre gathers essential information about its customer base, feedback that later can be used during coaching sessions or incorporated into each contact centre agents monitoring scores.
But that’s not all, data can be used to improve operation processes workflows or even actual products and services.
Continuously enhance service, sales and loyalty.
Thanks to all the monitoring tools, today’s contact centres gather an overwhelming amount of data on a daily basis – this would imply that the contact centre is “The Ear” of the organization, and while true this statement is somewhat wrong.
Customer centric contact centres are not just ear, but the brain of the organization. They gather and process the information, and later on use it to from strategies and plans.
Thus continuously improving and enhancing the customer experience, by the means of CRM tools, dedicated analytics teams, and evaluation of post-contact surveys.
Metrics focused on the customer, not just on efficiency.
The best customer centric contact centres, focus less on Average Handle Time, Calls per Hour and focus more on metrics such as Contact Quality, First Contact Resolution and Customer Satisfaction.
Productivity based metrics have its place, but most of the time contact centre managers over-emphasise the importance of AHT. Which only leads the agents to develop bad habits, such as rushing the customer through the call, which in the end only leads to increased number of call volumes, and a decrease in customer satisfaction.
When it comes to agent productivity, focus on things like schedule adherence, thus ensuring that agents are ready for and on time for any potential challenge.
Embrace social customer care.
Providing customer support though social media is no longer a nice bonus, it’s a necessity. Facebook and Twitter are the go-to channel for the Y-generation, and the general public also tries social customer support if they need a fast response to their request or comment.
This is why all leading contact centres have developed and implemented a comprehensive social customer care strategy, with trained agents and powerful monitoring tools they are more than ready to provide proactive customer service and engage the customers in brand new ways.
Keep in mind, that in order to be a customer centric contact centre you also need to be employee centric as well, happy staff + happy customers = exceptional customer experience!
When implementing new technologies or updating systems, it’s important to correctly notify the customer base about every new application and feature. The communication channel of choice does not matter – they simply need to know what are the capabilities of the tools they have at their disposal.
Sometimes, clients are so hyped for one particular feature they tend to overlook other, sometimes overshadowed by their counterparts capabilities.
Below you’ll find a list of the most common CRM features that tend to “sneak by the customers radar”.
- Exclude specific area codes from call logging parameters, or set custom tailored white-lists and black-lists
- Notify personnel when calls aren’t being logged
- Screen capture in real time while agents are watching a user in a VO desktop.
- Trigger screen capture manually from within the software or by an API trigger.
- Screen capture even in multi-display environment
- Convert any data stream into a widget on your real-time dashboard
- Create custom dashboards
- Save any event log, mark as a favorite, or even set as the default start-up view
- Monitor agents and assist them during a live call
- Manage feedback data for a single event
- Divide certain groups and store them at separate storage locations
- Various automated API triggers
- Set different events and triggers for varying call types and agents groups.
- Running applications in a virtual environment
The telecoms team is always a part of a discussion when an enterprise considers purchasing a new call monitoring system. Keep in mind that while the system itself has great impact on the entire call center operation, it’s the telecoms teams responsibility to go through with the actual selection and implementation process.
Ensure that the selected solution provides:
- Wide phone system support. Make sure that your phone switch is supported. Call recording solutions will support all the most common PBX models from Cisco, Avaya, Mitel, NEC. These vendors also provide cloud-based systems, VoIP versions, SIP-Based, hybrid solutions and active recording options that allow to directly plug the recording system into the API.
- Low cost. Minimizing the ownership cost is vital, since you don’t want to run into a situation when upgrading the hardware you are also forced to upgrade to a more compatible version of the call monitoring system. This is especially true when switching to a entirely new platform – cover all bases.
- Scalability. A scalable solution that won’t hinder your enterprise. Make sure that you can add recording channels, locations and remote agents with ease. This is critical when upgrading the switch to the latest version.
- Options. Phone system vendors will try their best to educate your telecoms team on the advantages of having built-it recording or any other best-of-breed components in a call monitoring system. Some will even assure you that it comes bundled with the system as a whole. But it’s your duty to choose a system with a lasting reasonable long-term cost – that’s the winning option for your enterprise. Remember, features might be built in or bundled, but they never are free of charge.
- Post-implementation. To ensure the project kicks off, you need to assemble a team consisting of a telecoms professional, IT representative and a designated project manager from the call monitoring vendor.