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First Call Resolution – You Don’t Know What You’re Missing

First Call Resolution

Call sampling for quality purposes misses a great deal of valuable customer information – a low first call resolution (FCR) rate leads to increased call volume, workload, agent payroll expenses, customer dissatisfaction, and loss of customers.

First Call Resolution

Enterprises record calls and customer interactions, performing Quality Assurance (QA) evaluations in order to improve their customer’s experience, and their own business performance. No matter how fine-tuned your enterprise processes are, every contact center gets repeat calls.  Industry reports indicate that approximately 65% of inbound calls are resolved on the first call. That means that 35% of customers are forced to call back to get their issue taken care of. Some customers won’t even bother to call back resulting in lost revenues, brand erosion, and lost customers. Repeat callers and the problem of first call resolution (FCR) is so important, because multiple calls for the same reason account for up to 15% of a contact centers annual budget.1

The question is how do you handle repeat callers, and are you even aware of how many times your customers called you back for the same reason. One of the components that is missing, especially in large contact centers with hundreds of agent calls, is a solution to listen to all of your customer calls, monitor all customer interactions, and only report or flag the instances that need to be reviewed.

Why First Call Resolution Matters1

  • Reduce operating cost –a huge opportunity to reduce your center’s operating cost.
  • Improve customer satisfaction – 1% improvement in first call resolution yields a 1% improvement in customer satisfaction; the absence of first call resolution is the biggest driver of customer dissatisfaction.
  • Increase opportunities to sell – when a customer call is resolved you increase the customer cross-selling acceptance rate by 20%.
  • Improve employee satisfaction – high employee satisfaction means higher first call resolution; stress is very high on employees who handle 2nd or 3rd customer calls.
  • Reduce customers at risk – if a customer’s problem is resolved in the 1st call, only 1% of those customers are at risk to go to your competitors.

Call Sampling

Quality Monitoring (QM) and Quality Assurance (QA) systems can help prevent bad habits from becoming common place, and ensure call center agents get all the details just right.  However, due to QA costs, most contact centers are forced to only sample calls for the purpose of QA – missing a great deal of available information that is valuable for improving the customer experience and performance.

The answer is to automate the entire QA process with automated speech analytics. AQA using speech analytics identifies and flags only the calls that need attention per pre-set guidelines or profiles. Discovering the reasons for repeat calls can be found using Speech and Desktop analytics and Customer Surveys.  In today’s business 100% of calls and transactions must be captured, monitored and evaluated in order to achieve the performance targets.  However, there is a major challenge in conducting quality and liability management for 100% of calls or desktop transactions.

Example 1 – by answering three simple questions it is easy to see why first call resolution matters:

Q1.      How many agents do you have?

A1.       50

Q2.      What is the average duration of calls recorded per agent per day?

A2.       6 hours

Q3.      What is the number of business day you work per month?

A3.       21 days

The formula here is a total of 50 agents X 6 hours of recorded calls X 21 days = 6,300 hours of recorded calls per month. Typically, a QA supervisor can only listen to a maximum of 120 hours of recorded calls per month. That means you need to have 50 QA supervisors to do 100% QA for 50 agents – at a huge cost of over $2.5M per year. That is why many contact centers still rely on call sampling – missing important calls, interactions and trends every day.

First Call Resolution Solution

The FCR solution is to apply analytics-based QA to automate and conduct 100% QA on all calls and interactions. This will enable you to discover and resolve problems with agents, processes or subjects (such as products or services), that cause repeat calls. Automating the QA process has become affordable for contact centers of all sizes, and certainly not at a premium of $2.5M/year for 50 QA supervisors required to QA without automation.

Example 2 –

  • A contact center has 100 agents
  • Repeat call rate is 60%
  • That means 60 agents are handling only repeat calls
  • Using speech and desktop analytics, repeat calls are reduced by 20%
  • This is a savings of 20 agents handling repeat calls

20 * $5,000/Month → $60,000/Month → $720,000/Year

A significant savings with a real return on investment.

Benefits of an Automated QA Solution

  • Users can define QA scoring templates
  • Speech analytics will automatically analyze each call against the QA template and records the scores
  • Speech analytics use phonetics engine that processes the analysis extremely fast
  • Results can be directly and automatically disseminated to various organizations, or
  • Can be further evaluated by a small group of QA supervisors

Implementing Automated Quality Assurance

As with any advanced technology such as analytics, it is important to find a vendor that will work with you to fulfill your specific needs and environment. This should first begin with a complete review of your issues, challenges and root causes of concern, and the capability to uncover trending information. The only way to really understand the issues and create a solution is to use your own data and implement a solution using your own operating processes. Implementing an automated quality assurance solution has a demonstrable return on investment and can improve your customers as well as your employees’ satisfaction.

 

Fully Automated Quality Monitoring for High Volume Contact Centers http://ubm.io/2eqgP8i

1SQM Group

 

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Why You Need Data Analytics

Data Analytics identifies real business problems.

Leveraging data to identify real business problems can work for you.

Importance of Data Analytics Solutions

The ability to leverage analytics for all of the business data your company collects in order to solve real business problems is now more affordable than ever before and available to every organization. Implementing and applying automated analytics solutions are essential for understanding all facets of your business. As many companies continue to focus on improving the overall customer experience, analytics can help you understand your customer’s sentiment from any touch point (telephone, email, text, social media, etc.).

Not As Complicated As You Thought

Although there are many different types of analytics solutions available on the market, such as front office (contact center specific) and back office (transaction processing) the secret is to partner with a vendor who will help you every step of the way. Once you select a vendor, this is accomplished by first discovering the root causes, pain points, or product and service issues that may be impeding performance or profitability. Some common items or “notions” that analytics can reveal:

  • Excessive customer complaints about a certain service or product(s).
  • Trends and discovery of repeat calls (“called before…”, “calling again…”, “not fixed…”, “still a problem…” etc.) – over time more samples can be discovered and added to the analytics search, strengthening the discovery of repeat calls improving first call resolution.
  • Compliance issues (internal compliance to defined business processes and external or regulatory compliance).
  • Repeat call subject (desktop screen or transactions) representing the repeat call can be defined by user, and automatically and in real time detected by desktop analytics – actions can be taken in real time, such as coaching, notifications, and next-best-action.
  • Monitoring social media sites to understand the voice of the customer (negative and positive), the competition, your brand and reputation, and selling opportunities.

Starting with a defined notion of the relevant data you want to uncover is key to your success. A vendor must allow you to use your own data for clarity, in small digestible bites, to initially demonstrate the viability of the analytics program. Set up an internal team to own the new analytics program. Run the solution as a test program, review the results, implement recommended changes, and review the outcome (benefits, ROI, etc.). You want a vendor that will educate and guide you and do the work for you, sharing results along the journey. Once you are comfortable with the technology the vendor should be able to create a tailored solution for you without a custom price, and continue to assist your future usage, growth and progress.

Multi-channel Delivery – Not as Expensive as You Thought

Analytics programs do not have to break the bank, and are now available to any organization. Many solutions are offered as on-premise, cloud services, outsourced programs, or hybrid packages. Take advantage of the delivery method that best fits your budget and business needs. Selecting the right vendor will enable you to benefit from the functionality and flexibility of multi-channel analytics solutions as well as cost effective delivery methods.

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Enterprise Feedback Management

Enterprise Feedback Management

Enterprise Feedback Management solutions enable views into the customer journey delivering a high level of customer satisfaction.

Enterprise Feedback Management Solutions – More than a Simple Survey

Enterprise Feedback Management (EFM) solutions are more than just simple surveys, they are used for actively monitoring customer and employee feedback from all customer touch points such as calls, emails, text, desktop transactions, surveys and social media channels. EFM enables views into the customer journey, and can identify and improve internal business processes to optimize and provide a high level of customer satisfaction, or discover sales opportunities, liabilities, and business intelligence.

EFM, however, requires technical abilities to:

a) Capture all data from all channels, such as structured and unstructured data (text, voice, SMS), and solicited and unsolicited input (such as social media).
b) Perform analytics on all different types of media collected from those channels, including audio, speech, text, email, surveys, screen-based transactions and social media.

Furthermore, EFM demands to provide the capability to view the tiered information (data, unified information, and actionable-predictive-prescriptive information) in a holistic and universal form in order for users to immediately see and easily understand what they have been looking for. This information now becomes a valued enterprise wide asset, not, for example, only a contact center, or other business unit performance or productivity tool.

Complete Views of the Customer Experience

OnviSource supports a true Enterprise Feedback Management solution through its multichannel capture-evaluation, called OnviForce™, and a universal view management, called OnVision™. Capturing data from multiple OnviSource platforms presents a complete view of the customer experience. The data is then analyzed for process improvements, trending detection and associated alerts, customer journey, and sharing of results through real-time, multi-channel analytics, automated actions, and dashboard and other types of enterprise reporting.

Re-defining customer feedback concepts.

 

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Desktop Analytics Delivers Transparency

Desktop Analytics at workplace.

Desktop Analytics delivers great insight into employee desktop usage.

Your employees appear to be working hard with heads down and keyboards clicking away at their desktops. However, low productivity, and frequent errors and omissions could indicate that their attention is focused elsewhere.

According to a Salary.com survey, one of the biggest reasons for a loss of productivity and rise in errors is due to employees surfing the web. The survey revealed 64% of employees visit non-work related websites every day at work. Of that group, 39% spend one hour or less per week, 29% spend two hours per week, 21% waste five hours per week, and only 3% said they waste ten hours or more doing unrelated activities. It’s a well-known fact that employees that know they are being observed (the Hawthorn Effect) will be more aware of how they are performing.

Here’s the good news!  Desktop analytics technologies can track every click. With new insight into when and where staff surfs the Internet, companies can establish policies for Internet usage, implement productivity improvements and, and identify bottlenecks and streamline processes across the enterprise.

Desktop analytics can be applied to both the front (contact center) and back office to improve performance, compliance and actionable knowledge. Benefits of desktop analytics are real-time event detection and user-defined “next-best actions” to automatically guide employees through workflow sequences.

Example 1: When transaction workflows are not followed, desktop alerts can automatically prompt an agent to the correct action.

Example 2: If an employee exceeds the allotted transaction time, an alert is triggered that can identify at what point in a transaction the employee is getting hung up.   Analytics can pinpoint exactly where additional training is required or if a workflow needs to be refined.

Example 3: Desktop analytics applications can also alert if an employee opens a non-work related site like Facebook while in the middle of an automated transaction workflow.

Example 4: If a valued customer calls to cancel a service, a user defined message will screen pop to immediately escalate to a VP of customer service to intervene before the cancellation is completed.

Regulatory compliance is vital to many industries. Desktop analytics can assist with PCI-DSS credit card compliance by automatically detecting the payment card screen and omitting the entry of sensitive data during recording so financial information is not captured.

Although desktop analytics may seem daunting to implement, it’s essential to find a vendor who can identify the root causes you are facing.  Request that they develop a ROI to justify the project using your own data.   You want a vendor who will work with you to implement, test, and deploy the solution.

Adopting a well-developed desktop analytics program can help you

  • Improve employee productivity
  • Realize significant cost savings
  • Deliver a consistent customer experience
  • Assure compliance and policy adherence

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