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Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is Important - STARTEK - ContactCenterWorld.com Blog

Press Pause on Conversational Backtracking – Maybe?? Why Reducing Conversational Backtracking is Important

Do you remember the first time you used the rewind function on your tv remote? The ability to pause, rewind, and play live tv on demand gave you a level of control you’d never had before. No longer were you missing important moments due to household interruptions or being out of the room when your favorite program came back on. While the rewind function is great in our daily lives, when it comes to customer conversations, backtracking isn’t such a good thing. When customers are forced to repeat portions of their conversation with your engagement specialists (agents), they become frustrated and disengaged. So how do you press pause on this bad customer service habit? Ask insightful questions.

The Key Elements of Insightful Questions

When speaking with your customers, it’s imperative that engagement specialists ask insightful questions to help understand their pain points, diagnose the problem, and craft an appropriate resolution. For example, asking clarifying questions can help you uncover the real intent behind what the customer initially said while exploratory questions help identify root wants or needs. Different types of questions will lead to different outcomes, but asking insightful questions will ultimately help the engagement specialist gather high quality information about both the customer’s situation and the context (want, need, or issue) behind the interaction. Taking time to ask the right questions also helps engagement specialists gain a broader understanding of the situation by challenging assumptions and identifying connections between individual issues. From there, engagement specialists can narrow their focus to solve the real problem at hand.

Of course, none of this is really possible without first establishing trust, which we discussed in our previous blog. If customers don’t trust the engagement specialist they are interacting with, they are less likely to disclose important details about the real motivations behind their reasons for contacting you. As you can see, the communication skills of the specialist are critically important. Their ability to quickly establish credibility, the questions they ask, and how they frame the conversation will have a substantial impact on the customer’s perception of your brand. To help your company elevate dialogue and ask the questions that really matter, follow these three simple tips:

  • Ask insightful questions to identify root wants or needs.
  • Use persuasive statements to increase buy-in and communicate expertise.
  • Engage in verbal matching by offering a solution that matches wants or needs.

Does Asking Insightful Questions Increase Talk Time?

A concern we often hear when talking about dialogue is its impact on Average Handle Time (AHT), with the mistaken assumption that a transactional conversation is efficient while dialogue is costly. The concern stems from a misunderstanding that dialogue is just transaction conversation with chit chat peppered throughout rather than viewing dialogue as an adaptation to conversational needs. Throughout our decades of scientific research, we’ve found that conversational techniques such as asking insightful questions actually reduce the likelihood of conversational backtracking, which reduces handle time. Asking insightful questions also helps engagement specialists get to the root cause of the issue faster, which also reduces handle time. And not only does it decrease handle time, asking insightful questions will also help reduce repeat calls because you’re diagnosing and treating the problem instead of the symptoms, which is truly a win win for everyone.

STARTEK recently completed a study involving 17,000 calls and found the engagement specialist’s ability to engage in the habits of dialogue had no negative impact on AHT.

If your engagement specialists are treating symptoms instead of problems, trying to end calls too quickly, or using pre-scripted and rehearsed statements, it could be time to take back control of your contact center. To learn more about STARTEK’s principles of dialogue, visit our website at www.startek.com and ask us some insightful questions about our solutions through the contact us form.

Source: http://www.startek.com/news/reducing-conversational-backtracking-important

Publish Date: May 10, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
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.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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