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Customer Service: How to Do Quantity Without Skimping on Quality - PlayVox - ContactCenterWorld.com Blog

Customer Service: How to Do Quantity Without Skimping on Quality

Quality and quantity seem like two contradictory ideas that couldn't possibly go hand-in-hand. However, unlike call center myths would have you believe, call center agents must be superhumans and make both quality and quantity work at the same time.

Especially with KPIs such as AHT, call center agents feel pressured to maintain calls under a limited amount of time while trying to provide a quality customer service.

This challenge can be more easily tackled with a little help from technology.

Using the right tools, contact center agents can effectively handle calls while keeping the customer happy. 

1. Let the customer help themselves

Save agents and customers time by providing a self-help service. Be this a forum, FAQ or YouTube videos, put the most common questions and answers at the hands of customers for them to easily find.  Customers will thank you for putting this information at their disposal and agents will be grateful they don't have to explain how to reset a client's password for the hundredth time. 

2. Redirect the call to the right person

Perhaps your client got lost in the IVR. Somehow they ended up in the wrong agent's hands. To avoid having the customer re-explain their case over again, agents should be able to listen carefully and explain the situation to the next agent on the line. This not only saves the next agent time but saves a lot of frustration on the client's part and verifies that the next agent is indeed the right person to handle the case.

It's a small detail that makes all the difference. Both the customer and your colleague will thank you for it.


**Read more examples of excellent customer service stories and how to do the same.** 

3. Access complete customer history

It's probably not the client's first time calling. Meaning that they will most likely have a history with the brand and its customer service. Save time and provide a personalized customer service all at once by having agents read up on the customer's notes to anticipate their needs. Tools like Salesforce, Zendesk, and Five 9 can help you do this more efficiently. 

This will save time as agents won't have to review the customer's issue from scratch. Thanks to the notes, they will be able to see what has already been tried and tested, helping them find the next best action.

4. Offer to call back instead of placing on hold

This one seems pretty self-explanatory, however, it is not practiced enough. If a client has a complicated issue that requires a bit of investigation, don't be afraid to offer to call them back instead of placing them on hold. By offering to call back, the agent frees up the customer and avoids having them wait too long while letting them research the case with less pressure of having to meet the AHT.

5. Analyze feedback and the metrics

When all is said and done take a look at agents' performance metrics and see if they were able to meet their goals in terms of quality and quantity. 

From there, adjust the metrics and coach or reward as necessary. Quality monitoring software like PlayVox can help scale these practices in real time and offer more transparency across teams. Coupling platforms like Zendesk or Salesforce with PlayVox is a smart move toward increasing efficiency while still offering the best support possible. 

**See 4 non-monetary ways to boost agent performance in your call center**

 


The catch is to stay quick without losing quality. But at the end of the day, if a choice should be made over AHT or First Call Resolution, customers should always come first.

Source: http://blog.playvox.com/customer-service-how-to-do-quantity-without-skimping-on-quality

Publish Date: May 19, 2016 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

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Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

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CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
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Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

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ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
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CUSTOMER SQUARE

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Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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8.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

9.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

10.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

11.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

12.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
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Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
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14.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
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15.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
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