In a day and age where the contact centre industry is rapidly developing and evolving it is crucial for every contact centre, be it a small, medium or large enterprise, to stay up-to-date with the current trends to better serve its customers. Moreover, catching up with the ever-increasing customer expectations and demands. It is fair to say that today’s contact centre industry needs to implement a business solution that ensures customer centricity in every customer interaction.
2. Company Background
o A division of IPPlus PLC - listed on the
Alternative Investment Market (AIM) of the
London Stock Exchange (LSE)
o Focused on Contact Centre solutions
o Headquarters in Ipswich, United Kingdom
with 12+ yrs contact centre experience
o Extensive user base with 1000s of agents
across multiple markets in over 40 countries
worldwide
o ISO 9001, 14001, 22310 and 27001
registered
3. Contact centre business challenges
o Remain competitive through change
o New regulations
o Implement systems quickly
o Avoiding agent errors
o Protecting agents
o Vulnerable customers
o Help handle calls effectively
4. Contact centre compliance
o The scope for compliance ever widening
o New processes and controls are needed
o An evidence trail is vital
o More training = more costs
o Legislation forces change – must help agents
o Contact centres have to evolve
5. Agent training only part of the answer
o Expensive so often minimised
o Agents get disillusioned
o High staff churn
o Minimum training = maximum risk
o Agents need better help on calls
o Rapidly deploy changes without retraining
6. Communication with consumers
o Best practice and correct process
o Establish a framework
o Help new starters
o Avoid unnecessary language
o Be precise
o Easy access to information
7. We know what we are doing!
o But do they really?
o Consistency?
o Make the most of the talk time
o Follow a check list?
o Are they risking the business?
8. Helping your agents
o Guide and advise
o Display supporting information - automatically
o React to how calls progress
o Follow agreed (compliant) processes – framework
o Make sure they get it right – every time!
o Collect the evidence
9. Helping your supervisors/managers
o Gather information and evidence
o Record responses
o Provide KPIs and summary data
o Rapidly react to change
o Support your agents on the call
10. The role of technology
o Must not complicate
o Be flexible and adaptable
o Add value
o High ROI and low TCO
o Integrated as much as possible
o Provide evidence of compliance
11. Demo
Contact us at sales@callscripter.com to find
out how it works in real life
Editor's Notes
Have to remain competitive through rapidly changing requirementsReacting to new and changing regulationsImplementing new processes quickly and effectivelyAvoiding errors leading to expensive lawsuitsProtecting employees from the “expert” customer, we all believe we know everything. Arm your agents with necessary info. Dealing with vulnerable customers, walk them through the framework of communication. Provide agents with all they need to handle calls effectively
Initial focus for compliant processes was on specific tasks e.g. payment handling in line with PCI DSSCompliance now widening to the whole “customer experience”New processes & controls need to be establishedManagers must provide evidence showing how they help agents be compliantAdditional training for new & existing staff = more costsLegislation threatened to force changes – licensing/fines?New methods are needed to influence how agents behaveContact Centres must adapt to cope with these changes
Seen as expensive so often kept to the basics, how is it followed up? Do they forget? What about changes post training. Poorly trained agents leave due to low earning potentialHigh staff churn leading to more retraining costsMinimum training = maximum risk of non compliance especially if not backed up with systems to reinforce your training. Push out training as scripts between calls… Many customers do this. Quick easy to set up, instantly available to agents. Shift workers? Post presentation questions. Feedback/ScoringAgents need more help on the desktop during the call. Multiple applications. New rules, State Laws, Federal Laws, Rescheduling/timezone management.Regulatory changes need to be rapidly deployed to agents
Calls should be structured for best practice and correct processEstablish a framework for agents to work withNew starters will need more help – comprehensive guidesAvoid unnecessary technical/legal terms or misleading language Be precise with phrases at specific points in the callAgents must have easy access to context relevant information at all times during the call
Often heard from agents - But do they really?Could they be more consistent?Are they making the most of the talk time with the customer?Do they follow a tried and tested check list?Are they risking the business by doing it their own way and not being compliant?
So how does a scripting tool help you with this.. Intuitive and context sensitive guides make sure agents handle calls correctly and shown correct supporting informationDynamically changing script based upon Customer Information, Agent Information, Collected Data, Summary of what has been agreed. No longer needs an agent to remember or write down!!! Minimise copy & paste. Framework makes sure the process is followedGetting it right means they are more likely to be compliant with what they are doing. But in instances where you have issues, you will have evidence…
Collect evidence of actions, data captured, path followed, linked to call recording? Make data readily available in reports, show how changes to process, scripts effects performance & results. Spot trends in real time and react to them. Summary information as KPI’s with additional detailed reports when necessary
Must help the process not complicateMust be flexible and adaptable to (changing!) business needsMust add value and save costsHave low cost of ownership and a good ROIMultiple technologies should be integrated where possibleIncreasingly seen as essential for good business practiceCan be used to provide evidence of compliance – audit trail