Some benefits and thoughts on consolidation: Improve Customer Satisfaction – Standardize the customer experience – Provide one contact/first contact resolution (FCR) – Reduce time to a live person Staffing – Easier to reassign FTE’s – Cost savings (FTE’s & technology) – Balance workload Measurement and Analysis – Standardize reporting for performance and growth [...]
Constant monitoring of representatives in your center highlights the need for efficient training. Rigorous classroom and in-service training for both client information and “soft” communication skills is the first (and ongoing) step in a positive feedback loop that results in high scores. Training objectives can be reduced when just in time knowledge delivery is available [...]
So, you’ve invested the time and dollars to create a contact center of which you’re proud. You’ve done your due diligence, your research - installed best of breed systems and hired an outstanding team. You’ve anticipated customers’ needs and trained your workers. Time to switch on that ACD, sit back and enjoy the fruits of [...]
The word motivate is defined, per the American Heritage Dictionary online, as: To provide with an incentive; move to action. At VITEC we agree with this, but in an effort to take it one step further and really understand as well as apply this, we believe a different perspective may be warranted. At the simplest [...]
A white paper from e-Gain intriguingly titled “7 Habits of Effective Contact Centers” caught my eye. I found this article insightful, timeless and full of good reminders worthy or repurposing. Borrowing a theme from Steven Covey, the following suggestions are offered: Habit 1: Be proactive – embrace change and harness the power of new technologies. [...]
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Speech recognition IVR has become increasingly effective. Accuracy rates have improved drastically and the processing power needed to support the servers has increased. Once impossible complex applications are now not only possible, your customers expect them! User acceptance is strong, automated voices are natural, more “human", making speech recognition the accepted standard of [...]
Touchtone, also known as DTMF or dual tone multi-frequency, has been the standard of interactive voice response (IVR) for years. Traditional touchtone IVR has its limitations, however. On average, 80% to 85% of callers prefer live representatives. DTMF is capable of delivering average self-service rates of 15% to 20%. For complex customer interactions, DTMF isn't [...]
The founders of a large outsourced call center for the health care and hospital industries set out to create a unique work culture, and they’ve largely succeeded. They don’t pay their employees any more money than other outsourcers yet they enjoy a turnover rate of less than 20%. Why? It’s all about making employees [...]