Tag Archives: business operations

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: SPEECH ANALYTICS

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For me . . . the most exciting evolution in Call/Contact Center technology is speech analytics and here is why:

  • Fine tuned to the point where if a certain word is used the interaction is recorded
  • Identifies the emotion in the voice
  • Converts voice to text
  • Searchable data
  • Sends real-time alerts to supervisors
  • Monitors the entire customer experience
  • Unlocks the information buried in customer conversation

Applying speech analytics enables you to focus on key issues that matter most.

You can drill down to the root causes of customer and agent issues and concentrate on problems that impact company wide performance.

Speech analytics is a powerful tool and should  be used to place customer needs front and center:

  • Improve processes
  • Empower agents
  • Identify
    •   Service issues
    •   Trends
    •   Product needs
    •   Product problems
    •   Strategies

This week’s question for your employees – Explain speech analytics, ask how they feel about this technology and how would it benefit your company?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM: MEASUREMENT PROCESS

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The measurement process should take into account all customer interactions – Voice, Email, Chat, Social Media, ++.

Side-By-Side Monitoring

  • Sitting next to the Agent & “Double Jacking” into the telephone set
  • Provides: “On the spot” coaching and guidance

Silent Monitoring

  • Access an interaction in process to listen/view both sides of the conversation without agent or caller knowledge
  • ALWAYS record interactions that you are silent monitoring to develop an improvement plan or disciplinary action

Real-Time Monitoring including Speech Analytics

  • Alert
  • Record
  • Instant Message
  • Speak to agent without callers knowledge to offer advice
  • Join Conversation
  • Walk Over to the Agent

Voice Recording

  • Can be all interactions or random (specific number per agent)
  • Allows the agent and analyst/supervisor to listen/view together and score independently

Screen Capture Recording

  • Navigation through your host system
  • Appropriate notes
  • Accessing the right information to help the customer

This week’s question for your employees – Which monitoring measurement process does your staff like the best?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – HOW TO TAKE & LEAVE MESSAGES – BACK TO TELEPHONE BASICS #14

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Here is the 14th of my series on “Back to Telephone Basics” to share with your staff.

HOW TO TAKE MESSAGES

The person who takes a message for another person efficiently and pleasantly is an asset to any organization.

The second you answer the telephone you are assuming the responsibility of handling that call properly.

The message must contain and keep in mind you may have to leave the contents of this message on voice mail:

  • ŸName of the caller (spelled correctly)
  • ŸTelephone # with area code
  • ŸName of the caller’s company
  • ŸDate and time of the call
  • ŸYour name
  • ŸThe reason for the call

HOW TO  LEAVE MESSAGES

When you place a call, it is the utmost in bad manners not to identify yourself when the person called is not available.  Do NOT just hang up when you get voice mail.

Since you called, it should be important enough to leave a message – even if it is just your name and telephone number and that you will call back.

Voice Mail

“This is Laura Sikorski.  My number is 631-261-3066. Please let me know if April 8 at 9am is good time for us to review the upcoming analysis.  I will be in my office today until 3pm.  Again, this is Laura Sikorski and my number is 631-261-3066.  Thank you.”

Leaving messages that give detailed information will help stop “telephone tag” delays.

This week’s question for your employees – What type of problems do you have when calling back our customers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

WebTV Show Video Archives  http://thedailyblu.com/video/video/search?q=sikorski%27s+think+abouts

BLOG – SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #9 – DEALING WITH ANGRY/IRATE CUSTOMERS

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Here is the 9th of my series on “Back to Telephone Basics” to share with your staff.

First, be sure your Supervisors “floor walk” as much as possible to really get a sense of what is happening in your center.

Yes, sometimes your customers get angry and perhaps use foul language; however, management must research WHY and correct the process or issue(s) as soon as possible.

Tips for Your Staff

  • ŸListen and do not jump to conclusions
  • ŸBe encouraging
  • ŸShow the caller you are paying attention
  • ŸPay attention to everything that is said NOT just the information you are looking for
  • ŸNotice what is not said
  • ŸFocus on what the caller is saying NOT on what you are going to say next
  • ŸTake notes on key words
  • ŸLet the caller talk

Steps to Prevent Customer Dissatisfaction

  • Anticipate their needs
  • Take the initiative to solve problems
  • Do your job carefully the first time
  • Keep your promises

This week’s question for your employees – What made our customers angry this week and what can we do to fix it?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #8 = CUSTOMER SERVICE

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Here is the 8th of my series on “Back to Telephone Basics” to share with your staff.

Why do customers leave:

  • 1%      Die (Sadly)
  • 3%      Move Away
  • 14%    Competition
  • 14%    Product Dissatisfaction
  •  68%   Indifferent Attitude

It is important to know that “Complaints Can Be Profitable” and you hope that your customers will complain and not be indifferent.  95% will not complain and the remainder get MAD or get EVEN.

Customers that get MAD

  • ŸAre 2 times as likely to buy again if they speak up
  • ŸAre 6 times as likely to buy again if their problems are solved
  • ŸAre 9 times as likely to buy again if their problems are solved quickly and professionally

Customers that get EVEN

  • ŸAre UNHAPPY and will tell 10 to 12 others about it

Today if your customers use Social Media to complain they can reach over 150,000 with a few clicks!

Customer Service (CS) is what you do for your customers at a specific time to help with an issue

  • ŸPoor CS almost guarantees that the next time your customer has a need, they’ll look elsewhere

Customer Experience (CX) is how your customers feel (the warm and fuzzy) about your Services and Products

  • ŸReally helping customers and delivering a positive experience will create customer loyalty
  • ŸIt costs 7 times more to attract a new customer than to retain an existing customer

This week’s question for your employees – Did our customers complain this week and if so, about what?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: TELEPHONE CALL HANDLING – BACK TO TELEPHONE BASICS #7

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Here is the 7th of my series on “Back to Telephone Basics” to share with your staff.

The manner in which a call is answered projects strong signals to the caller about you and your company.

However, the caller has responsibilities too!

  • If they are calling with a complaint, they should remember they are talking to another human being
  • No mater how justifiably angry they may be, the call will be effective only if the caller makes themselves clear and keeps their composure

If you must put the caller on hold

(caller’s name), I need to put you on hold for a moment while I obtain that information

While checking, service the call every 30 seconds

(caller’s name) I am still checking on that information, please continue to hold

Wait for the caller’s acknowledgement, then say

Thank You

If you must still keep the caller on hold

(caller’s name) I am so sorry to keep you on hold for so long, thank you for your patience

When you finally obtain the information

Thank you for waiting, (caller’s name)

The most important words you can use when dealing with your customers

Please and Thank You

This week’s question for your employees – Have we experienced any new issues from our customer this week?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com

Blog Sikorski’s Think Abouts – Voice Channel: Power talk for results – Back to telephone basics #6

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Here is the 6th of my series on “Back to Telephone Basics” to share with your staff.

Use your personality . . .

  • Move forward in your chair
  • Your voice will sound more animated, natural and interesting

Seek a rapport with your caller . . .

  • Listen for speech patterns
  • Use similar words

Use positive and direct language . . .

  • Don’t say – “I will try to call you later this week”
  • Instead say – “I will call you Monday morning at 11:30”
  • Don’t say – “We cannot get that to you until Friday”
  • Instead say – I can confirm a Friday afternoon delivery between 2 and 3pm”

Be concise . . .

  • Respect the caller’s time and your own
  • Be ready to take the call
  • Stay focused

This week’s question for your employees – What do you wish you could do for our customers?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

Website

lsikorski@laurasikorski.com