The obvious goal of every call center is to maximize their company’s profits by increasing revenues and minimizing costs. All too often, however, enterprises focus on one side of the equation – to the detriment of the other. One vital but often overlooked dynamic provides a strategy to achieve both:
As the two principal stakeholders in the call center process, both the customer and your employee are equally invested in the success of a call. Enjoying a smooth interaction that leads to a resolution is a mutual goal, and greater customer satisfaction with the process positively impacts the quality of your employees’ interaction with them.
In other words, it is in your employees’ interests to improve customer satisfaction by adopting practices that specifically address the needs of their callers as efficiently as possible. Greater customer satisfaction leads to high revenues, and focus driven improvements result in lower costs.
Assessing those needs, however, can be problematic. Verint Media Recorder Quality Monitoring provides a comprehensive solution by helping you to capture, evaluate and learn from customer interactions so that you can empower your call center representatives to deliver solutions.
The first step is to gather customer feedback across all channels of interaction using Voice of the Customer Analytics solutions, including:
The capability of Voice of the Customer Analytics to identify and capture customer opinions as expressed on the internet is critical. As we all know, more folks are sharing their views on Facebook, Twitter, forums and other internet venues than ever before.
In fact, those customers most negatively or positively impressed by your performance appear to be more likely to register their opinion online than, say, a formal survey response that may limit their responses.
The next step is to analyze that customer feedback so that employees can be evaluated and training can be provided to enhance their performance. Key features of the Verint Media Recorder Quality Monitoring system include:
All of these features support a central standardized structure to identify and track performance metrics for both individuals and teams.
Of course, Call Center Performance Metrics are only valuable when tied to specific actionable solutions such as coaching and elearning. Verint Media Recorder Performance Management allows management to help their employees by offering:
The analysis of customer feedback and its translation into actionable steps for your agents is indispensable to the quality of the service they can provide. Armed with relevant information and training about how they can better serve callers, they are far more likely to enjoy successful interactions with your customers.
Empowering your agents to identify and understand those issues that contribute to customer satisfaction is a powerful tool – one that allows them to succeed and thrive while delivering customer satisfaction. Verint Media Recorder Quality Monitoring provides you with a system to do exactly that.