To Be or Not to Be Formal: Speech Analytics Helps You Decide
Being cordial is a given in any relationship. No one likes dealing with a rude, inconsiderate person. The same can be true in both our personal and professional lives. While we may turn the other cheek to a nagging parent or pesky in-law, getting treated poorly by a company or one of their employees can have a profound impact on business and is not something people typically take lightly.
Outright disrespect, name-calling or poor attitudes are simply not tolerated in any customer service role, naturally. But there are other things agents might be doing to affect customer relations when it comes to how they address and speak with customers and callers.
Agent scripts have evolved over time to be more personal and targeted and for the most part have been successful in removing the cold, repetitive nature of customer service calls. But just how casual is too much? As the Monet Software blog points out, removing a Mr. or Mrs. before a caller’s name is a thin line to walk. On one hand, it adds a friendlier tone, but it can easily be seen as a lack of professionalism.
This is where call analytics can come in to improve the chances of using the right tone on a call based on past discussions. Basically, the technology would analyze word use and tone of voice and see how the customer reacted on past calls to match how the script should be delivered on future calls.
Having a more intelligent script and training and scheduling call center agents to meet this demand is the only way to ensure you’re not driving people away and keeping customer service levels on the up.
Edited by Alicia Young