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5 Call Center Lessons to Gobble Up From Butterball's Famous Turkey Talk-Line - The Connection - ContactCenterWorld.com Blog

5 Call Center Lessons to Gobble Up From Butterball's Famous Turkey Talk-Line

No call center wants to run a-fowl of their customers this hectic holiday season. Whether customers are in a jolly mood or in full stress mode, we want to give them a friendly, helpful experience. But as every call center agent knows, that is not always easy. Fortunately, we can learn from experts — and who better than the seasoned pros on the annual Butterball Turkey Talk-Line?

This famous call center reappears every year in early October, agents poised to assist would-be turkey chefs with every little detail and smooth their ruffled feathers when necessary. Get ready to feast on these valuable lessons.

1. Omni-Channel is Key

Back in 1981, a half-dozen or so ladies “manned” the phones of Butterball's Turkey Talk-Line. But savvy call center managers knew that the secret ingredient for Turkey Talk-Line success was technology. So, when frazzled cooks clamored for more options, they added email, web-based chat, texting, and social media such as Facebook and Twitter. No old fogies at the Turkey Talk-Line.

Yet, the vast majority of their customer contacts each season continue to be via phone. Why?

2. The Power of Personal Connection

Anyone can research information online, but they cannot ask questions or get personalized advice. Besides, it is a time of year when folks are thinking about family and friends, so making a human connection to talk turkey (and maybe share a short anecdote or two) just feels right.

Being nice gives customers a nicer experience, in the spirit of the holidays. What a wonderful thing to keep in mind as we all don our headsets and pull our keyboards close for another mad dash to year’s end.

3. Hire the Right People

We all know that not everyone is cut out for call center work, especially when the holidays roll around. While most agents do not have to literally save someone’s family dinner, we often do have to save their day. It takes people who love to talk to others, who can empathize with customers, who are patient and reassuring, who can and will treat everyone with kindness.

New Turkey Talk-Line agents are recruited via referrals and word-of-mouth — not unlike many new recruits at any call center. Treat people right, and give them the tools they need to help customers effectively, and they will be happy to spread the word about their great workplace.

4. Continuously Train Your Reps

When someone calls the Turkey Talk-Line, they expect agents to know their stuff (or should we say stuffing!). So, Butterball University convenes in October, as the Turkey Talk-Line is about to get underway. Agents prepare turkey dinners using multiple techniques, refreshing their extensive personal knowledge and learning the latest trends and fads.

Armed with phones, laptops, and headsets, they also have a full menu of other resources right at their fingertips. They can send video tutorials or recipe links to callers, or view customer photos to provide more specific advice.

Continuous training is crucial for year-round call centers, but ramped-up, holiday-specific training can boost confidence for agents and results for customers. How can agents work even more efficiently? Butterball hangs a big chart that serves as an at-a-glance cheat sheet for thawing/cooking times. Low tech, super-helpful.

5. Carve Out Time for Fun

Working the Turkey Talk-Line may seem amusing, but any agent knows how hard it is to stay upbeat when the lines are humming and callers can be downright cranky. Butterball keeps their call center on brand and cheerful with a big inflatable turkey and blue and yellow candies that give agents an energy boost whenever needed.

We can follow their example with seasonal decorations, snacks, and beverages that keep agents in the mood and fueled up. Or, random small prizes to thank agents for their great work. Make a list of the silliest or most heart-warming questions such as the guy who asked if it was OK to bake glitter onto his turkey, or U.S. immigrants wanting to start their own American Thanksgiving tradition. Good humor is infectious, elevating everyone’s experience.

So, what have we learned?

The Turkey Talk-Line is not really doing anything new, they are just doing everything right. With the right people, the right training, the right attitude, and omni-channel technology, every call center can serve up delicious customer experiences this holiday season.

Source: https://blog.theconnectioncc.com/turkey-talk-line-lessons

Publish Date: November 8, 2018 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
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-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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