REDENEN VOOR 'RECORDING EN QUALITY MONITORING' IN CALL CENTERS
Verbeter klantcontacten, verminder verloop en bespaar kosten ...
This white paper provides a quick overview of some of the many faces of opportunity and effect seen as a result of recording and quality evaluation system implementation in the call/contact center environment.
Contact Centers today struggle with the need to increase revenue and yields from an often finite customer base while lowering costs—mandates to increase customer loyalty while continuing to handle customers via increasingly cost-effective, and often therefore less-personal, channels are common. Upsell/cross-sell obligations are becoming realities for previously service-only agents in light of new legislation and shifting marketing channel focus. Increasing competition from International outsourcing and a current regulatory climate that’s creating a tremendous corporate focus on risk management and compliance functions only add to the challenge. Capturing and evaluating interactions with customers has become essential. And yet the business case for investing in the technology that will allow today’s contact center management to undertake this task efficiently and effectively goes far beyond the old concept of catching the rogue call center rep misleading customers or behaving unprofessionally. Today’s technology allows for an impact that is far more reaching than the one-dimensional “QC” checklists of the past.
Ten Strong Business Motivators
1. Employee Motivation and Retention
Most contact center managers now readily accept that their employees are their greatest asset, and also their greatest area of cost. With employee turnover in contact centers continuing to be alarmingly high, companies are looking to motivate their employees and improve the work experience. With the better communication of expectations that comes from organizing quality efforts and determining formalized evaluation criteria, employees are provided with that data to take control of their own futures within the organization. They get proactive feedback about their performance, and one-onone coaching, both of which are shown to increase job satisfaction. They also will see the data that tracks their progress, and can celebrate their victories with the feeling of accomplishment that comes from measured, numerical improvement. Finally, their performance will no longer be judged solely on how quickly they are handling their calls—now that call in which they took a little extra time in order to secure that cross-sell or ensure the customer was thrilled with the experience will get the recognition it deserves.
2. Customer Experience Intelligence
What is the customer’s real experience when they contact your organization? Are they treated with respect? Are their questions answered promptly? Are they left feeling that the company went the extra mile and values their business, or only grudgingly met their request? By implementing on-line quality evaluation, your organization will finally have the data to answer these critical questions and formulate a strategic plan to develop extraordinary customer experiences and not leave them to chance.
3. Customer Attitude Intelligence
Listening to call recordings on a regular basis during quality evaluation provides the evaluator with crucial access to customer attitudes about the company. Customers voice what they like, what frustrates them, and what would motivate them to make additional purchases during calls. Having a quality evaluation system like Mercom Interaction Quality allows for the accurate tracking of those customer attitudes about the brand, buying motivators, and the key drivers behind their satisfaction (or lack thereof). Call recordings can be emailed directly to marketing executives to provide insight from the mouth of the customer, and agent behaviors can be correlated to customer response to ensure training and call handling standards are in-line with customer expectations.
4. Business Risk Management
With increased focus on corporate reputation and consumer privacy legislation, businesses everywhere are looking to manage and mitigate risk. By tracking errors in mandatory compliance disclosures and statements, accurate product and pricing information, customer service behaviors and expected company representation, businesses can isolate problem areas and adjust hiring and training practices accordingly. They can also track progress in these areas as they tighten their belt and change policies and processes to address issues.
5. Improved Training/Hiring Effectiveness
Quality Evaluation results can be tracked back to training class and hiring method, to track learning curve and competence from new hires. When training methods are adjusted from time to time, quality evaluation can provide data back to determine what, if any, impact was made on actual call handling behaviors and the customer experience. Ongoing training can be targeted to specific behavior or skill set deficiencies, resulting in more efficient and, at the same time, more productive ongoing training efforts.
In het volledige artikel treft u de 10 redenen voor Recording en Quality monitoring aan, aangevuld met de impact die het heeft op uw business. Door middel van onderstaande button kunt u het artikel downloaden.
Lees ook de artikelen:
- Onderzoek Quality Monitoring Software
- Case VoIP recording
- Advies Wet Financiele Dienstverlening
Bron: BPS Vraag expert advies!
Om de complete versie te ontvangen:
Voor meer relevante informatie zie:
- Gespreksopname
- Callcenter Management
- Communicatie & Organisatie
