A call center agent is the person who handles incoming or outgoing customer calls for a business such as account inquiries, customer complaints or support issues.
Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right?
Maybe not. Your plan may be undermined by your company and its internally created road blocks that make FCR […]
Have you ever stopped to determine how many different types of customers you need to serve? The importance of having this type of customer insight became even more clear to me when I read an article written by the editor for Harpers Wine & Spirit, Richard Siddle.
In the article, he summarized a recent study by […]
Hi, my name is Susan. I’ve worked in the Customer Service Department for my company for just short of 20 years now and I absolutely love most everything about it. I’m one of the top ranked agents in the department and, according to the masses, I work for one of the best managers in the whole company. But lately I think I’ve experienced agent burnout because I have begun to think about doing something different.
Normally I keep to myself and just go with the flow when it comes to what management wants me to do from day to day. However, as I get older I feel I need to address the elephant in the room – aka our QA program. I’m sure the process was created with good intentions; however, it seems to have outlived its usefulness, and my tolerance. Please let me share with you my perception and let me know what you think. […]
What? Remove handle time from agent scorecards?! Yes. You also need to do something else. This case study example provides a model you can use to prove why you must remove handle time from scorecards. If you have already taken this action, please share your results.
Recently Customer Relationship Metrics published an e-book and self-assessment to […]
On Thursday, August 22, 2013, Jim Rembach of Customer Relationship Metrics drew upon his extensive domain expertise in contact centers and shared with participants some of the reasons 99% of contact centers fail to leverage the seven main elements […]
“Did you fail to put in a process that prevents agents from receiving vulgar and obscene comments?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment located in our resource library for contact center leaders. Take advantage of our knowledge and experience accumulated over the past 20 years since inventing post-call IVR surveying for call centers. The eBook and self-assessment includes diagnostic questions that will help you to identify any of the many problems that will undermine the value of your customer experience measurement program.
Why is this a problem? […]
“Do you only have questions about agent performance?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions that will help you to identify any of the many problems I have come across since inventing post-call IVR surveying in contact centers. The self-assessment is intended for you to leverage our 20 years of experience to avoid the common pitfalls with real-time voice of the customer surveys.
Why is this a problem?
While asking questions about how well the agent handled the call is an important part of your post-call IVR survey, it doesn’t paint the whole picture. Asking customers to evaluate service from the agent will make it possible to write annual performance reviews; however, it isn’t going to tell you as much as you need to know about how the company can improve the customer experience. Sure, you will have a lot of data focused on how the agents are servicing the customers, but how will you determine how satisfied the customer is with the company if you don’t ask them? And how do you know if the scores are not a blend of the agent and the company? Think about it. […]
The reasons why you can’t afford the contact center of tomorrow may not be for the reasons you think. It used to be that anyone who could type and was nice, was perfect to sit in a call center seat. Well, it’s not 1980 anymore and we have contact centers now. The archaic mindset of thinking that these are very simple jobs and therefore do not warrant higher education or provide a greater wage than the minimum is just not the case anymore. If you say it aloud it doesn’t even make sense, “I want to hire a multi-tasking problem solver, who is also empathetic, talented, and committed but I only want to pay them $10/hour.” See? Crazy. The contact centers jobs have become more and more complex with each passing year but the mindset hasn’t changed. […]
Have you ever been disappointed going to a restaurant based on a friend’s recommendation but the great food and service they raved about, and you expected, was just the opposite? I don’t know what’s worse, having the bad experience or lying to your friend so their feelings are not hurt.
Unfortunately, the same disappointment happens in contact centers too – customer experience inconsistency is the bane of our existence! In a perfect world the customers call in, reach a knowledgeable agent, and have their issue resolved promptly and professionally. Done. But, there is no worry in that. It’s the not-so-perfect world that we fear – the customers who have the opposite, disappointing and unexpected experience. […]
This story makes me really sad. You know, I love a good public relations story just like everyone else. And when you hear many of the (genuine) customer service stories coming out of companies like Zappos you understand how they have built an enviable reputation in the marketplace for generating high customer loyalty. I appreciate what they have been able to do and I hope that people don’t try to take advantage of them and companies like them. […]
If you could create the perfect call center manager, what would he or she look like? Specifically, what traits or management styles would s/he have? What attitudes or knowledge would s/he bring to the table? While you find some of your perfect traits during the interview process, it is difficult to find all of the attributes of a winning call center manager in one single candidate. Wouldn’t it be great if we could take the best of all the call center managers we’ve seen over the years and build the perfect prototype? […]
The weekend before Thanksgiving, I competed in my very first body-building competition. Between stage appearances, eating hourly meals and making sure my Oompa Loompa-like tan was intact, the customer-service lessons were hard to miss.
1. Forget agent to supervisor ratios. You need expediters. If you’ve never been backstage at a body-building competition, imagine a large room filled with free-weights, (tan) spraying tents, and fans leading to numerous dressing rooms—all connected by a fine mist of spray tan, Pam oil, hairspray and spray glue, amidst the chaos of dozens of competitors pumping up in preparation for their time on stage. Part of the chaos was likely due to the fact that this was my first show. Some competitors had the process down to a science. I think I even caught one competitor on a yoga mat catching a few moments of Zen. But the clear breaks in the chaos were the expediters, like bright beacons of knowledge and organization. The sole purpose of the expediters was to keep the competitors on track with the flow of the competition, make sure they were in the staging area when needed, and on stage when scheduled. And while there were only three of them (compared to over 90 competitors, plus coaches, trainers and helpers backstage), they seemed to be everywhere and have the answers to every question. If you can’t describe your call center supervisors the same way, you need to re-examine your supervisor selection and training process.
2. It’s all about relationships. When you think about any competition that involves any degree of primping, you probably think you need to keep your finger on the record button of your flipcam so you don’t miss the impending cat fight. Instead, what you would have found were male competitors spotting each other in the pump-up room, women helping each other with make-up and glue, and competitors joking with the MC while on stage. If, as a manager, you can’t recall the last time you genuinely laughed with an agent or left working thinking, “We accomplished a lot today, but we had fun doing it!” your call center is at severe risk for agent burn-out. […]
Guidelines and talking points sound different to customers than do call-controlling scripts. A call center agent who sounds like an advocate or advisor because they naturally converse (what they are told to say), deliver a better customer experience. With your effort to help agents connect with the caller or to control the content of the call, your scripts easily become a cause of poor customer experiences.
You know that being a call center agent is extremely difficult. Were you aware that multitasking is close to impossible for human beings to do? Did you know that with each additional task added to the basic task of listening, efficiency and effectiveness degrade? Add the need to say specific things during the call to the list of tasks that have already decimated the ability to perform and what do you get? Well, you get call center agents who sound like idiots (and robots) because they resort to reading the script and not one who is thinking about what the caller is saying. As far as your customers are concerned, you have engineered intelligence, common sense, and human emotion right out the door.
Your customer experience and/or speech analytics can help to identify agents who are desensitized due to over scripting. If you are only doing traditional quality monitoring then you are not actually listening what your customers are saying. Here are some examples of what you could hear: […]
I recently had a small issue with Verizon that I wasn’t able to resolve on the web site. Not a big deal.
But when clicked on ‘Contact Us’ and then ‘By Phone’, instead of giving me the phone number, I was met with a pop-up window that said: “We’re sorry…we are not able to process your […]
How many of you remember getting a gold star from your teacher for good work or good behavior? I remember thinking that the tiny little symbol filled me with a sense of pride for a job well done. What we find over and over again in our External Quality Monitoring programs is that call center agents want to feel empowered and they thrive on performance recognition. Just like those gold stars from our younger years, when call center agents are held accountable for resolving customer complaints quickly and efficiently, and they are provided the tools to improve their performance, it’s not hard to see the link between satisfied agents and quality customer satisfaction and customer loyalty. […]
We’re taught from a young age to ‘love thy neighbor’, to be a conscientious citizen, to do the right thing. But often what we find is that some call centers aren’t equipped to deal with help from customers. They have a very strong culture overly focused on cost reduction (speed) and have processes to follow, and if there is no process for your request…they’re lost.
For instance, I recently received a call from a colleague who had phoned his local electric company about a severed wire he saw dangling over his neighbor’s house. He said he called for three days in a row to try and get someone from the electric company to come out to deal with the wire. The agents told him, they were clueless as to what to do or who to transfer him to since the problem wasn’t specific to his property. Did he have an account or claim number? No. Was the electric out in his own house? No. But the message he received was very clear; agents are doing what they are told to do and when a concerned neighbor or customer calls in with something out of the ordinary that is beyond their regular scripts and call topics, they freeze.
Aren’t we all focused on enhancing the customer experience using our web sites to handle common customer service issues and questions to help reduce call center costs (headcount, resources, etc.)? What I find to be a bit of sad irony is that while time and energy is being spent to beef up web site content, few people within the company have the slightest clue as to what is on their web site. I know I’ve been guilty of this myself.
I recently called a company about a service issue and the call center agent promptly let me know that my issue could be solved by going to the web site. I say, “thank you for letting me know that. I did try to serve myself and couldn’t figure it out. What exactly do I need to click on to get the information?”….radio silence. The agent had no idea. So, we both think this should be possible but neither of us knows how to do it. The shame is that I am not the only one having this customer experience problem.