Tag Archives: contact center

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

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BLOG – SIKORSKI’S THINK ABOUTS – SCRIPTS FOR TRANSFERRING CALLS – BACK TO TELEPHONE BASICS #12

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Here is the 12th of my series on “Back to Telephone Basics” to share with your staff.

WARM Transfer

  • You discuss the caller’s issue with the person you are transferring to and then introduce the caller
    • Mr. Smith, it was a pleasure speaking with you.  John in our accounting department will be able to help you
  •  John takes over the call and you quietly disconnect

COLD Transfer

  • You transfer the caller to another department that will satisfy their needs and give the caller the extension
    • Mr. Smith, I am really sorry that I could not help you; however, I am confident that anyone in our accounting department will know exactly how to help you.  For your information, that department’s direct extension is

This week’s question for your employees – What other transfer scripts should we have?

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 THNK ABOUTS – TRANSFERRING CALLS – BACK TO TELEPHONE BASICS #11

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Here is the 11th of my series on “Back to Telephone Basics” to share with your staff.

The most delicate part of call handling is transferring the caller to a different person and doing it so that the caller is grateful that it was done.

A caller who is transferred aimlessly loses any good feelings they may have about your company when they are misdirected – it wastes their time and yours!

Ir requires tact and knowledge of your company

  • ŸDepartmental responsibilities
  • ŸKey staff who will handle the call properly

The caller must be given an explanation as to why they are being sent elsewhere.

It is a good idea to follow-up periodically with the person or department you transferred a call to, to see if the caller was handled properly.

Before the transfer is actually completed, you should make sure that the caller feels that everything is going to be taken care of.

This week’s question for your employees – What type of calls are we transferring and what can we do to minimize the transfers?

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 #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: 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

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: Back to Telephone Basics for your staff #4

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Here is the 4th of my series on “Back to Telephone Basics” to share with your staff.

Always LISTEN for the caller’s name and use it during your call.

Next, you need to begin to “control the call” to keep the caller focused on what you both need to complete the interaction.

Use polite conversation and if you have to interrupt, say you are sorry.

You should gently interrupt the caller, then paraphrase the essential points the caller was making.  Yes, sometimes callers become too chatty, begin providing irrelevant information or repeat themselves and it is your responsibility to help them stay on point.

Never make loud noises, cough into you handset or headset mic and always be sure the caller has disconnected before making any type of sounds or comments to your co-workers.

If you need to discuss a situation with a co-worker, use the HOLD button.  Do not just cover the handset or mic.

Next week, we will focus on the words and phrases that will help you “control the call.”

This week’s question for your employees – What do customers find confusing about our policies?

Thank you for reading and sharing!

Warmest regards,

Laura Sikorski – Independent Call Center Consultant

www.laurasikorski.com

lsikorski@laurasikorski.com

BLOG SIKORSKI’S THINK ABOUTS – VOICE CHANNEL: BACK TO TELEPHONE BASICS FOR YOUR STAFF #2

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Here is the 2nd of my series on “Back to Telephone Basics” to share with your staff.

When you speak on the telephone YOUR VOICE alone conveys your moods and will express a:

  • Positive attitude
  • Negative attitude
  • “I really don’t care” attitude

First impressions are lasting impressions.  You only have 10 seconds to do it!

You may be in a hurry; however, the person on the other end of the telephone who hears abruptness can easily think you are in a bad mood and wonder . . .  why are you taking it out on me?

The tone of your voice should be natural and friendly and watch your speed.  Too fast or too slow will detract from the content of your message.  If you speak too fast your caller may miss an important point and too slow your caller will stop listening.

This week’s question for your employees – What do our customers like about our company?

Thank you for reading and sharing!

Laura Sikorski – Independent Call Center Consultant

http://www.laurasikorski.com    lsikorski@laurasikorski.com