Co-nexus

Call Center

Are You Properly Managing Your Workforce?

Contact Center SolutionsCo-nexus Marketing
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Workforce management is a struggle for many contact centers due to high turnover, attrition, shrinkage and agent adherence to schedules.

Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program:

  • Attrition: When a contact center has high attrition, as most do, a workforce management solution will help you keep the same staff if needed by placing agents in the right place at the right time to support your customer interactions. Attrition will allow you to better use your resources and you can phase out unneeded employees through natural selection. As time goes by, your organization can improve overall costs by up to 30% utilizing a workforce management tool.
  • Scheduling: Scheduling can be a challenge without workforce management. Without having a tool in place it is impossible for intra-day management to occur. As mentioned earlier excel doesn't support multi skills and therefore it's harder to cross train existing employees to support different customer needs.
  • Agent Adherence: The level of agent adherence severely improves by implement a workforce management tool. Without a tool a contact center has at most 65% of agent adherence to the schedule. Once a tool is implemented that number increases to average 75%-85% giving your contact center a huge return on investment.

Being able to improve attrition within a contact center while ensuring management is able to efficiently schedule employees helps your organization get more out of the resources and staff you already have in place. It also allows management to make better use of their time and make certain employees are taking care of customers.

We've created a checklist if you are looking to evaluate your current environment here.

 

Five Levels of Quality Monitoring in the Contact Center

Contact Center Solutions, Call RecordingCo-nexus Marketing
Five Levels of Quality Monitoring in the Contact Center

Quality monitoring in a contact center requires strategic planning and execution. There are different methods to ensuring your agents are following proper policies and procedures. A contact center that is using full automation for call recording and performance evaluation allows supervisors to be able to coach, grade and provide effective feedback. In turn, employees stick and the business grows due loyal customers. Let's take a look at the different levels of quality monitoring:

  1. Walk Around Observation - This is the most basic method of quality monitoring. Supervisors walk around the floor observing and giving feedback as needed. The problem with this method is a supervisor can only hear what the agent is saying. To get full disclosure of the conversation, the supervisor needs to hear both sides including what the customer has to say. The other issue with this type of quality monitoring is that a supervisor is managing many employees at once and may miss a key conversation when their attention is with another employee.
  2. Side by Side - Side by side monitoring allows the monitor to sit beside the agent while they are on a call. Similar to walk around observation, the monitor can only listen to the employee's side of the conversation and not the customer's side. Because the conversation is live, the monitor is not able to rewind if they need to review.
  3. Silent Monitoring - Refered to as the practice of managers listening to the agents call from another location. It allows the supervisor to hear the call and take notes for performance reviews later on. 
  4. Record and Review - Recording and reviewing a call gives a supervisor the ability to listen and playback calls for later use. Calls can be recorded through the phone system or software. 
  5. Evaluate Voice and Screen Recording - This is the most advanced method of quality monitoring. By electing to add the screen recording functionality, your agent's desktop activity is recorded as a full motion video and then automatically synchronized with the recorded phone call upon playback. One of the benefits for using this method is having the ability to identify workflow issues to reduce handle time.

Want to learn more? Check out this post on Five Steps to Better Quality Monitoring in Your Contact Center.

Five Steps to Better Quality Monitoring

Contact Center SolutionsCo-nexus Marketing
Five Steps to Better Quality Monitoring in Your Contact Center.JPG

Quality Monitoring is key to creating a better customer and agent experience. Once a call has been recorded, what a business does with the call to improve systems and processes within a call center is important for better customer and agent retention. Customers are looking for consistent service and performance when they reach out to an organization. Agents are looking for timely feedback from their supervisors or managers to ensure they are following company guidelines. Simply recording a call isn't enough! Organizations can utilize an evaluation process to drive business goals. Here are five steps for creating a healthy quality monitoring ecosystem. 

  1. Form a quality control team - The first step in creating a quality monitoring system to gather team mates who will evaluate the results of agent evaluations. A quality control team consists of personnel who are able to analyze data, see trends and implement processes to improve policy adherence, customer service metrics or agent retention. The initial level are your supervisors within the contact center who will conduct evaluations. Then, once information is gathered and performances are evaluated, you need a team to be able to strategize future business decisions.
  2. Record and store - Recording in the contact center is not just voice calls. Customers reach out in a variety of ways, and it's important to capture all interactions. Give your employees the tools to record email, voice, text, screen capture, and chat. 
  3. Define what - Before evaluations are conducted, you need to sit down and outline your business goals. For a government agency, it may include policy adherence. For a service company, it may include customer retention. Once your business goals are established, then you have to decide how your evaluations will provide feedback and what you will be evaluating.
  4. Create scoring - Results are better when measured. Scoring provides the organization with quantitative results and establish a baseline. Scoring also takes the emotion out and provides an employee with a way to improve or maintain their current behavior. 
  5. Provide feedback - Feedback for agents require a few key components like timeliness and ease of use. Feedback should be easy to digest and immediate. An employee will have the ability to review and make adjustments immediately, instead of waiting a period of time or create a bad habit. The automation of feedback processes allow an organization to make movements forward without hesitation.

The faster you implement a good quality monitoring system, the more likely your business will be able to grow, thrive and minimize risk. Utilizing a software platform that is easy to learn, use and implement takes the headache out of these five things. Looking for more information? Check out our downloadable whitepaper on how to improve call quality monitoring in your contact center. 

Contact Center SolutionsCo-nexus Marketing

“There is only one boss: the customer. And he can fire everybody in the company, from the chairman on down, simply by spending his money somewhere else.”

-Sam Walton

Maybe the customer isn’t always right, but the customer is the one in charge when it comes to building revenue within a company. The modern customer has the same needs they’ve always had which is timely quality service. As technology advances, customers are reaching out to in a variety of mediums. Technology hasn’t changed the customer’s needs, it’s added new ways for a client to contact a business. If you aren’t up to date and meeting those needs, the internet provides a customer with the power to do a quick search to look elsewhere. The question is, are you meeting your customer’s needs?

Are your employees trained and coached properly?

Having easy to use tools for quality monitoring help a business function and ensure proper training. From being able to ensure a new employee has proper training tools for initial onboarding, to being able to monitor how an employee navigates through your internal systems allows a customer to have a better experience.

Does your business have the appropriate tools in place to communicate with your customers?

Some customers prefer to type and some are talkers. Do you have the means in place to provide answers when they have questions? Check out this article or this webinar on different communication methods the modern customers utilize.

Do you have the right people in the right places at the right time?

Depending on your business needs, scheduling the right people in the right place is a challenge. Excel spreadsheets are oftentimes used for contact center scheduling leaving room for manual error. Utilizing software tools to ensure your business optimizes your workforce with help your customers receive the right service from a skilled agent.

Are you ready to answer your clients or potential clients when they reach out? If not, they will go elsewhere! Co-nexus would love to help give your more resources on how to improve communication with your customers. Reach out to us below and we’ll put the right person in touch to give you more information how to create a better customer experience.

Customer Service Needs Hasn't Changed in 62 Years

Call Recording, Contact Center SolutionsCo-nexus Marketing

Recently, Co-nexus stumbled upon this article about customer service from an old Chevrolet Service News publishing. It was dated December, 1955. We started thinking about how technology has enhanced and impacted the a customer's experience. Although in its design technology is supposed to help a client and a business communicate better, it doesn't always work out that way. If not strategically designed, it has the opposite effect on customer service. As technology develops more and more to create efficiency within a business environment, the customer can be left to fend for themselves. Technology cannot replace human interaction, but enhance it and make everyone's life a little easier. 

Customer stickiness starts and ends with the customer being confident in the services or products a business offers. A good example of this is in the article we found from Chevrolet stating, "Through his contact with you, he forms his opinion, good or bad, of the dealership, the factory and the product. You must continually strive to increase his confidence in you because you want him to bring service problems to you and to think of you when he thinks of service." The way your business communicates must build confidence within the customer. Customers need quick ways of reaching the necessary contact. They do not want to explain themselves over and over if they need to be transferred to a different person. Auto-attendants sometimes create a maze for a customer when they make a call, instead of getting the client to the person who can help them. Furthermore, there's nothing more infuriating to a customer than being placed on hold with music for an extended amount of time. Communication features need to enhance the customer experience or your clients will be lost to the competition.

Many customers will walk away from a business if they do not feel they are receiving adequate quality and service. Chevrolet continues in this article, "If you carry out your responsibilities with reference to good workmanship then good customer relations will be the natural result." Being responsible and responsive to your clients, keeps them coming back for more. You must efficiently provide service to help them, so they can move on with other life responsibilities. The workmanship must be good quality, otherwise it costs the customer in time and the customer loses trust in your company.

However, it's important during the process of gaining efficiency to not lose sight of the need for human interaction. Customers remain loyal through relationship building. Whether they are looking to make a purchase now or in the future they need to feel valued. A business who provides ways of going "beyond a formal relationship" to make the customer feel like they are going to be taken care of keeps the customer for the long-term. Chevrolet states, "This approach to the problem will take a little more time and effort on your part, and in many cases, can avoid time consuming complaints later on." The more effort you make to solve a customer's problem, the more likely they will end up buying from you and returning later. It begins with making them feel like you are helpful, not making them feel like they are just another person walking in the door.

If you would like to read more about how Co-nexus Helps Car Dealerships, check out our blog post. Also, if you would like to download the full article from 1955, click the button below. 

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How Co-nexus Helps Car Dealerships

Call Recording, Contact Center Solutions, Business Phone SystemsCo-nexus Marketing
How Co-nexus Helps Car Dealerships

Technology for car dealerships can be a little overwhelming. There are multiple departments throughout the organization who need to communicate in different ways. More importantly, it’s a customer facing sales business with demand for someone to be able to respond to customer inquiries at all times. If you miss a call, you lose a customer. Some clients are looking to make a large purchase for a new vehicle while others may be looking to have their current automobile serviced. Being able to handle call volume, provide key metrics, control inventory and maintain the happiness of customers allows a business to thrive.

  • Sales - Mobility insures sales people never miss a customer call. Because the consumer now has information available online, when they finally call a sales person – they expect someone to help them instantly. People are impatient and expect immediate answers. If your salesperson does not answer the call then guess what – the next dealership is called. We let customer calls be extended to the proper personnel – no matter where they are and what device they have. They can answer the business call from their desk phone, their cell phone, or even their tablet or laptop. A great customer experience is achieved by enabling your sales team with the proper tools.
  • Parts – The parts department is a real money maker in a call dealership. Calls can not be missed, they have too many options on places to buy the parts. Technology insures that calls get presented to the right personnel in a timely manner and provides metrics on how the company and each individual employee is doing on the customer service front.  
  • Service – Service writers handle most of their traffic in two brief windows of time. Dealerships need to insure that customers can get to their service writers in a timely manner – they want answers and they want them now. We can have different routing protocols for different periods of the day and/or handling extreme call traffic peaks. Technology helps smooth out the peaks and makes for calmer customers and service writers. 

If you are anticipating changes within your business environment in the next twelve months, it’s a great time to reach out to us for a discussion. We can help you review your current services, provide network design for merging companies and start building a long term relationship to help your dynamic business. Reach out to us today and we’ll put one of our experts in touch with you!