Technology is the great enabler of service excellence. It helps you present standard messages at agent desktops, identify opportunities for process improvement and training, monitor and reinforce adherence, and close the loop with customers to get their perspective on the messages they receive.
According to Contact Babel, 62% of organizations use scripting applications to standardize customer communication. For healthcare, financial services, utilities, and other regulated entitles, scripts help agents stock to the letter of the law when collecting customer data and providing information. “Smart” scripts may trigger pre-recorded messages when very specific language is required. Scripts can also improve efficiency by providing agents with a conversational flow and suggested language. For best results, CSRs must learn to deliver their “lines” naturally.
A well-designed quality monitoring (QM) solution records a statistically relevant, diverse selection of calls across all CSRs. QA staff or supervisors can determine whether agents are delivering accurate, consistent information. Summary reports and trend analysis pinpoints systematic errors, inefficiencies, and missteps that negatively impact the customer experience.
Speech analytics mines recorded data to identify the topics discussed, the characteristics of the speakers, the tone of the interactions, and the non-speech elements (e.g., noise, silence.) It surfaces inconsistencies, inefficiencies, and other service-affecting disorders across a broad spectrum of calls without a burdensome investment in labor.
A desktop analysis tool can capture information about where agents are spending their time and which screens they are using. It helps centers assess whether training is working, systems needs turning, or processes need refining. It can also identifier outliers who need coaching to get back on track.
QM can integrate with eLearning applications to deliver customized lessons based on each agent’s quality scores. For instance, if an agent scores low on message compliance, the eLearning application can provide the appropriate lesson at the agent’s desk and track completion. Integration with workforce management ensures that the lessons are delivered during low volume periods.
Technology enables you to find out of your customers think they got what they needed – resolution of their needs with the type of service they expected. Seventy-two percent of centers administer some form of Voice of the Customer survey. The customer view of communication effectiveness can combine with internal measures for a 360-degree view of performance. Synchronizing customer perceptions with the organization’s assumptions about efficient, accurate communication allows companies to improve their overall service delivery.
I’m not saying that technology is in any way a substitute for well-defined processes and/or well-executed staff development. But it sure makes it easier for everyone to put forth their best efforts.
Do you have the right combination of people, process, and technology for service excellence?