The Cost of a Misspelled Name

The Next Caller origin story hinges on a single customer service mistake – a misspelled last name. Our CEO, Ian Roncoroni, had his name misspelled as “Ron Coroni” on a rental car reservation. He ultimately lost the reservation because the company could not locate the record and ended up missing the wedding he was scheduled to attend. After becoming so frustrated and enraged at this constant phone-based inconvenience, he quit his job and founded what is now Next Caller.

Anyone with an accent, a last name longer than seven letters, or a name with a combination of c’s and y’s and z’s can tell you that this frustration is constant. If a customer is calling with a complaint, spelling and respelling their name is not a way to move to a fast resolution nor is it helping improve their already poor customer experience. If someone is calling with an intent to buy, you have just created a hurdle to converting that prospect into a customer.

The costs associated with misspelling names aren’t hypothetical, they’re real. If one customer became so frustrated he quit his job, what could these types of challenges be costing your business? Here are a few examples:

Handle Time

Our analysis of tens of millions of calls have pointed to every 30 seconds of handle time costing a company $0.50. At a volume of 200,000 calls monthly, a company that is able to shave off just 30 seconds of handle time can save $100,000.00. That’s $1.2 million annually.

NPS

Some firms are interested in saving money, others have an eye towards making money. It’s not an either-or though, as improving the call experience can do both. Research shows that a 7% increase in NPS correlates to a 1% increase in revenue. That friction-filled first 30 seconds of spelling and respelling information is an NPS killer. If you’re able to remove that hurdle from the call, you’ve not only saved money on handle time, but you’ve allowed your agent to get right to work, ultimately resulting in a more satisfied customer. Satisfied customers result in higher NPS, and higher NPS results in more revenue. A win-win.

CRM

If you are relying solely on agent input to capture priceless contact information from the customer, you are setting your organization up for failure. Misspelled names and addresses hurt your fraud and direct mail efforts, while poorly captured email addresses limit the reach of your email marketing campaigns. And are your agents doing anything to record the social media handles of incoming callers? Without high-quality, real-time caller data, your business is performing below its potential.

The Solution

By screen-popping information such as name, address, email, and social media profiles for agents in a real-time environment, businesses are able to decrease handle time, decrease front-end call friction, increase NPS, and ensure the validity and richness of their CRM. For too long a solution like this was a fantasy. The mobile revolution made it near impossible to identify callers with any semblance of accuracy. However, by using Next Caller through the ShoreTel Summit platform, businesses have seen match rates exceeding 90% on incoming callers – allowing them to increase satisfaction, efficiency and revenue.

Tim Prugar is Director of Customer Success at Next Caller, specializing in Call Center efficiency and Fraud Prevention. Tim is a frequent contributor to the International Customer Management Institute, and is a member of the Consumer Education Committee of the Communications Fraud Control Association. He lives in Connecticut.

Source: http://shoretel.com/blog/cost-misspelled-name

2023 Buyers Guide

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Inbound Call Handling Services

 

1.)

Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

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6.)

Digital Wholesale Solutions International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks) Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities). We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.)

Jointly International Inc. Front Office Solutions Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as: * Customer Service via chat, email or phone * Technical Support via chat, email or phone * Helpdesk * Virtual Assistant/Receptionist * Answering Service * Lead Generation * Appointment Setting * Verification * Surveys * Debt Recover, Collections

8.)

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OpsTel Services SPEED The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring

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Tru29 Outsource Solutions Inc. Front Office Solutions Any part of your business operations that requires constant end-customer facing task is an essential part of your business. This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

13.)

WorkGenda WorkGenda WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic... (read more)WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatically performs re-forecasting for the next time slice of the intraday, recomputes the required capacity and automatically adjust the on-field schedules according to the new computations. And obviously provides extended reporting and analytics.

 

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