Tag Archives: Customer experience

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 – COACHING

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What will coaching do?

  • Correct undesirable behaviors
  • Improve communications skills
  • Increase productivity
  • Decrease Employee Turnover
  • Staff will become more engaged
  • Result in suggestions to improve procedures
  • Optimize Contact Center performance

Role of your Supervisors/Team Leaders

  • Must meet Objectives and KPIs
  • Own the quality of their team
  • Identify opportunities to improve each agent
  • Modify agent behavior through coaching

Role of your QA Analysts

  • Monitor for compliance
  • Establish company standards
  • Provide the calibration function
  • Identify company trends
  • Identify areas for improvement

Gone are the days of big brother watching

Employees want to know . . .

  • How am I doing?
  • How do I sound on the telephone?
  • What could I have done better on that interaction?
  • What should I have said to make the sale?

This week’s question for your employees – Why do you like being coached?

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 – BASICS #1

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Key operations point for your Customer Care Center:

  • Customer experience as your primary goal
  • Service as a product
  • Employees as your greatest asset
  • Quality as everyone’s responsibility

Contact centers are shifting the focus of key performance indicators from quantitative to qualitative measurements.

The number of calls handled in a busy hour, average talk time and wrap-up times are losing their importance.

Service Savvy customers expect:

  • Personalized service
  • To do business at any time and on their terms
  • Customer intimacy
  • Raised standards of service
  • Operational excellence
  • Innovation

Why innovation?

To Innovate . . . is to Improve

Meeting the needs of your customers can only be achieved with a robust . . . QUALITY ASSURANCE PROGRAM.

  • Verifies how your contact center is performing
  • Identifies your purpose and processes
  • Determines your goals
  • Improves customer contacts and agent performance
  • Data analysis assists you with
    • ŸTraining Evaluation
    • ŸProducts and Services
    • ŸMarketing Campaigns
    • ŸAgent Use of Technology
    • ŸPerformance Trends

This week’s question for your employees – When was the last time you updated your QA Program?

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 – TELEPHONE DO’S and DON’TS

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Suggest discussing these at your next staff meetings . . .

  • DON’T make a business call unless there is a good reason for it
  • If you dial a wrong number, DO make a sincere apology instead of just hanging up
  • DO think about your diction and the quality of your voice when you begin to speak over the telephone
  • DO get to the point on a business call and be brief – most of us do not have the time to chit-chat
  • DON’T remain totally silent when the other person continues to speak.  Make some type of conversational response, even if it is “yes” or “I agree”
  • DON’T eat, drink or chew gum while on the telephone – sounds are magnified and it may subliminally tell the caller you are not paying attention
  • When you are talking on the telephone, DO give the caller your full attention
  • DON’T make side remarks to a co-worker when you are on the telephone with a customer
  • When you have a visitor in your cube or office, DON’T take any calls unless they are genuinely urgent
  • When you have a visitor in your cube or office, DON’T continue to look at your monitor for emails or your cell for emails or texts
  • If you are visiting someone in their cube or office and an urgent call interrupts them, DO offer to leave
  • DON’T cough or clear your throat on the telephone
  • DO end your conversations on a pleasant note
  • When transferring calls, DO give the caller an explanation as to why and the name of the person and extension you are transferring to

This week’s question for your employees – What should we add to this list?

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 – THE HOLD BUTTON – BACK TO TELEPHONE BASICS #13

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Here is the 13th of my series on “Back to Telephone Basics” to share with your staff.

One of the biggest irritations is being put on hold and forgotten.

This happens . . .

  • ŸBy accident
  • ŸThrough carelessness
  • ŸThrough incompetence

ŸWhen placing callers on hold you must service the caller every 30 seconds to reassure them that they have not been forgotten.  As reminder, when placing a caller on hold . . . Think Like a Customer.  How do you feel when you are placed on hold and the representative doesn’t get back to you!

Use the hold button when you need to ask a question.

Putting your fingers over the handset or headset mic can lead to embarrassing situations.

What do callers do on hold . . .

  • “I counted the songs I heard.  There were 4.”
  • “I didn’t think about anything – I just hung up.  My time is valuable. 
  • “I read emails.  I seem to get most of my reading done on hold.”

This week’s question for your employees – Why do we place our customers on hold and do we need to update any of our processes or systems?

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 – BACK TO TELEPHONE BASICS #10: SINS OF CS, SURVIVAL SKILLS, ATTITUDE

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Here is the 10th of my series on “Back to Telephone Basics” to share with your staff.

Deadly Sins of Customer Service

  • Ignoring the customer
  • Hiding behind your job description
  • “Passing the buck” to another department
  • Blaming the customer
  • Trying to prove you are right and the customer is wrong
  • Talking to customers as if they are all the same
  • Assuming all problems that sound the same have the same solution

Customer Service Survival Skills

  • Know policies and procedures
  • Listen with empathy
  • Involve people in finding solutions
  • Make decisions by consensus
  • Identify perceptions
  • Be alert to intimidating strategies

Keep a Positive Mental Attitude

  • Do I know my company’s goals
  • Do I understand my responsibilities
  • Do I create a professional image for myself and my company
  • Do I balance the customer’s and my company’s needs
  • Do I work effectively with my co-workers
  • Do I welcome feedback
  • Do I continually identify ways to make customer service better

This week’s question for your employees – What are our company’s CS goals?

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