TelStrat - ContactCenterWorld.com Blog
Every contact center manager is concerned about agents maintaining their service quality standard. Consider these tips for ensuring your center achieves top-line goals:
1. Monitoring and evaluating agent contact handling can provide great benefits, particularly: improving customer satisfaction (CSAT), lowering average handling time (AHT), increasing first contact resolution (FCR), resolving customer issues quicker, enhancing work flow, improving morale and productivity, and identifying ways to increase profitability.
2. Establishing a process for listening to your customers can help drive better performance. Real-time status reporting of performance metrics and trends, available to all staff, helps guide their efforts to meet organizational customer satisfaction objectives. KPI dashboards give agents, supervisors, and you access to current state and trending of CSAT, FCR, and AHT metrics.
3. Determine appropriate KPIs for your contact center. Use data from your enterprise applications and industry benchmarks to inform KPIs. Use real-time metrics to help staff improve responsiveness to customers for more successful outcomes. Monitor and refine efforts to meet and exceed standards to deliver excellence that builds greater customer satisfaction and loyalty.
4. Calibration is important to creating and maintaining customer handling consistency. Calibration enables evaluators to attain objectivity and continuous improvement in evaluating. It helps standardize the process so evaluators learn to rate handling instances with the same scores. And, it enables staff to adhere to industry-wide quality standards, promote service excellence and fairness. Agents, supervisors, QA managers, and center management should participate in calibration sessions so that all staff informs the ‘quality culture’.
5. Timely coaching helps create agent engagement. When agents are made aware of issues in their contact handling quickly they are more easily able to respond favorably to coaching. Providing coaching materials prior to performance reviews gives agents time to consider performance and understand it aligns, or not, with the quality standard. They can learn to correct themselves and discover ways to handle specific issues in the future.
6. Consider applying speech analytics to recorded customer interactions. Analyze these using key words and phrases relevant to your quality standards. You can uncover and identify customer feedback, marketplace trends, and service issue root causes. You can find best and worst call handling examples that can be used for agent best-practices training. Your analysis may detect needs for handling process improvements. You will benefit from correlating findings with comparable performance benchmarks. Likely you will gain fresh insights for making contact handling improvements that can lead to reduced liability risk and increased customer and agent satisfaction.
Publish Date: August 19, 2016 5:00 AM
Protecting customer records, particularly their payment card information, is critical to business success. According to Business Insider worldwide payment card fraud reached $14 Billion in 2013 of which half was via U. S. cards. Privacy Rights Clearinghouse reports over 500 million sensitive customer data records breached since 2005. Unauthorized access to Social Security and payment card information make consumers vulnerable to identity theft. A 2009 Javelin Research & Strategy study found victims of data breach are four times as likely to be victims of identity theft.
The Payment Card Industry (PCI) Data Security Standard (DSS) ensures organizations who receive payment from customers for products and services protect cardholders’ sensitive authentication data. American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa International developed the security standard to prohibit transaction-handling organizations from storing sensitive authentication data, such as security codes and PIN values, once customer transactions are authorized. The standard defines a dozen requirements including policies, tools, and controls to protect sensitive cardholder data and to enhance data security.
Businesses and merchants, regardless of size, who process, store, or transmit payment card data must comply with PCI DSS. Non-compliance results in loss of processing payments and fines. Merchants and payment card service providers must periodically validate their PCI compliance.
The PCI Security Standards Council maintains a directory of Qualified Security Assessors (QSAs) with whom payment card-processing enterprises contract for their periodic audits and compliance validation. The PCI DSS requires contact centers not capture sensitive customer payment card data in the voice and video screen recordings they normally make of customer service agent activity for quality assurance and compliance with other regulations.
TelStrat’s Engage Desktop Analytics exemplifies tools that contact centers use to prevent customer payment card data from being recorded through automatic pause and resume triggers. These trigger mechanisms stop voice and screen recording of sensitive content in customer interactions. Voice and screen recording stops, ensuring the sensitive data is never captured or stored. The tool detects fields within the agent’s user interface where the payment card authorization code is entered. When the agent’s cursor enters the payment data entry field, the trigger automatically stops recording voice and screen activity. When the agent’s curser exits the sensitive data field to continue work, recording resumes.
The PCI DSS also requires contact centers to store the audio and video recordings of customer interactions with AES 256-bit file-level encryption. The encrypted files are secured by passwords and decryption keys kept in separate secured locations. When authorized users need to retrieve and play interaction recordings, they are transmitted via Secure Sockets Layer (SSL) encryption. Similarly, recordings are encrypted while streaming from/to agent workstation or transmitted from/to remote secure storage locations. The contact center’s call and screen recording system, such as TelStrat’s Engage WFO, provides tracking of all activity so that auditors can determine who accessed which recordings for playback or export, or performed other activity involving customer data.
Visit www.pcisecuritystandards.org for more detail and most recent information.
Publish Date: April 7, 2016 5:00 AM
Doug Green, publisher of Telecom Reseller interviewed TelStrat’s Director of Market Intelligence, Dave Ditmars, at the recent Enterprise Connect conference in Orlando. Listen to the replay to learn about trends in the marketplace and what’s new at TelStrat.
Publish Date: March 17, 2016 5:00 AM
Join us every Thursday at 2 pm Central Time for a live demonstration of Engage Call Recording and Workforce Optimization.
Publish Date: March 3, 2016 5:00 AM
TelStrat’s CTO Dan Carroll explains to TMC’s CEO Rich Tehrani the latest technological innovations of Engage. Carroll covers hosted multi-tenant implementations in the cloud, interaction analytics using both speech and desktop analytics features as well as a sneak peek on next quarter’s release. View the video
Publish Date: October 5, 2015 5:00 AM
Imagine if instead of using a sophisticated algorithm to produce its search results, Google employed a few employees who had to take search requests manually and scour the Internet for the most relevant websites? Users would wait far longer for results and the ones they got would often be inaccurate or incomplete. So it’s a good bet the company would not be worth $382.5 billion as it is today.
Although this may be an extreme example, it proves an important point: for complex tasks involving multiple data sets that change continuously, a sophisticated algorithm is a faster, more accurate way to arrive at a solution than manual calculation. And that statement is just as valid for contact centers as it is for search engines.
The bottom line is simple: Any contact center manager or supervisor who is still trying to create staffing schedules manually simply cannot be completing those tasks as efficiently as possible. Such staffing schedules must be created based on too many variable factors for a manager to incorporate and calculate by hand and arrive at the optimal result. Schedules also change regularly, making the task even more challenging.
Take a contact center manager working for a vehicle roadside assistance provider as an example. With a foot of snow predicted for the region the next day, that manager knows he or she will need more agents on call than would be necessary on a typical day. But questions remain:
- Just how many additional agents will be necessary?
- Can the need be covered by staffers, or will the manager need to enlist help from “freelance” representatives?
- How many agents with specialized expertise in snow-related vehicle problems will be needed?
- Will shifts need to be extended to accommodate call volume?
To reliably answer these questions, the contact center needs to access data from similar storms in the past and use the information to predict the resources it will need for the coming storm. If it cannot take this information into account—or if manually looking at archived data and trying to interpret it to make future predictions is impossible—any attempt a manager makes at staffing according to need is essentially guesswork. If the contact center guesses wrong, it will either under staff—creating long hold times, low customer satisfaction and potentially breached SLAs—or overstaff, which is a waste of money.
A forecasting algorithm that can intelligently recognize patterns in past data, incorporate information about agent skill sets and predict future customer actions based on past behavior can take any guesswork out of contact center staffing. Best-in-class workforce management solutions that leverage such algorithms can create staffing schedules automatically by taking all relevant factors into account, removing the burden off a manager or supervisor’s plate. Such technology can also push daily schedules and changes out to agents automatically, relieving busy managers of another time-consuming task and saving the business money on expensive paper schedule printing and distribution.
According to research from Dimension Data, 29 percent of contact centers have no workforce management system. Just as call recording, speech and desktop analytics, e-learning and coaching, and live monitoring are essential parts of a best-in-class workforce optimization solution, if that solution does not include workforce management built on a predictive algorithm, contact center managers are likely still doing more manual work than necessary and not allocating staff resources as effectively as possible. Put another way, a workforce optimization puzzle without a sophisticated staffing algorithm is missing a crucial piece.
Publish Date: May 13, 2015 5:00 AM
Our webinar, Leveraging Speech Analytics – Understanding the Voice of Your Customer, is available for playback. It covers capabilities and benefits of speech analytics and demonstrates Engage Analyze Pro.
If you wish to share this recording with colleagues, the full proceedings are here. For questions or detailed information, call 972-543-3500 or email email@example.com.
Publish Date: November 1, 2014 5:00 AM