The contact center and its agents have a lot to do in the standard customer interaction. Information must be verified, the problem or issue must be stated, a solution must be applied and satisfaction must be achieved. Perfectly satisfying each of these things to a high standard is a challenge that becomes more complicated when agents need to be in touch with the customer base.
Fortunately, tools like VoIP call recording can play a role in ensuring agents not only stay in touch with customers, but also drive the desired outcomes. A recent look at the application of speech analytics coaching within Wix demonstrates how enterprise feedback, live coaching and speech analytics boost the performance of the contact center for powerful outcomes.
Wix applied speech analytics within the contact center in the hopes of driving improved performance, increased customer satisfaction and positive bottom line gains. In addition to VoIP call recording, companies across the industries can do the same, applying proven strategies that integrate sales and marketing with customer care to deliver on both service and sales expectations.
In doing so, the company produced measurable results, including a 13-percent increase in response rate, an 11-percent increase in the close rate and productivity improvements of 10 FTE, which was twice the established goal. For soft results, the company also improved the customer experience with online self-service tools, enhanced training through VoIP call recording and screen capture reviews and increased cross functional collaboration. Joint listening sessions uncovered intended ways to make things challenging for customers.
When integrating the solution with enterprise feedback management, the sentiment of the individual customers was captured and scores were aggregated into opinion trends. As a result, the mechanism for closing the loop on customer issues was identified and customer satisfaction was improved as follow-up was made a priority. When the data captured in call recording is combined with the voice of the customer, the information gleaned provides true insight into customer expectations.
Likewise, sharing live calls captured in VoIP call recording sessions is critical for coaching and training. An agent with a particularly challenging call can flag it and then ask a colleague or coach to listen in and give them advice on how to handle such an interaction in the future. All calls can be incorporated into training programs to demonstrate what works and what doesn’t, the ideal call and the type of response to try and avoid.
The point in any customer service environment is to listen, whether it’s the customer on the call, the recorded call later or the trainer offering the advice. We can all stand to learn something valuable from these interactions if we’re willing to take the time to listen.
Edited by Rachel Ramsey