Author: Marcio Rodrigues, Customer Proposition Director, Vizolution. Follow @MarcioOnTW
Call centres are lagging behind other digital channels. Call (almost) any call centre today and your experience is likely to be the same. You are forced through the IVR menu before finally reaching a human to interact via voice and that’s it. I’ve talked about call centres running blind in a blog before.
Digitising your call centre processes is not about investing in new channels, it’s about augmenting your people and existing infrastructure to engage with customers in the way they expect. This expectation is now a digital experience that is visual, easy, convenient and immediate.
A recent McKinsey & Company article - Digitizing the consumer decision journey - shows the failure to optimise digital channels results in significant underperformance i.e. a 45% leakage rate in the call centre.
Our experience of working with a range of clients bears out the statistics above and across numerous industries. Our feedback suggests that call centres are losing between 20%-40% in drop off rates and, although the exact number varies by industry and product, the underling reasons for the leakage are very much the same:
- Not being able to complete a transaction on one call. (Muti-stage process handled by different people and departments )
- Stopping the sales process to post documents and gather signatures.
- The products and or service complexity (the customer needs to go away and think about it first…)
Most problems are related to communication and distribution, how you optimise both in your call centre makes all the difference. Below are some results when our clients used vScreen to add a visual interface to improve the customer journey, reduce leakage and improve sales conversions.
Please CLICK HERE view our demonstration video to see how vScreen can add a visual interface for your call centre:
Publish Date: January 22, 2015 5:00 AM
|1.)||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
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
|3.)||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.
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.
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