believe in your call centre
DESCRIPTION
Customer service is changing, broadly driven by three areas - people, places and technology. Find out how changes in these areas can help you deliver better customer service. Do you believe in your contact centre?TRANSCRIPT
Simply Smarter Communications™
Richard Kenny, EMEA Marketing Manager
The Future of Customer Service
BELIEVE 2011 • 04/12/2023
75% of consumers say they would do business with a company based on a great Contact Centre experience. 1
80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree. 2
69% of large B2C organisations in the UK and US view their call centers as business-critical revenue generators. 3
The Contact Centre is Changing – Why?
2
1 Genesys, Global Consumer Survey 2 Bain & Company3 Loudhouse Research survey of strategic decision makers
BELIEVE 2011 • 04/12/2023
Believe
3
BELIEVE 2011 • 04/12/2023
Three Areas That Drive Change
4
People
Places
Technology
BELIEVE 2011 • 04/12/2023
The Right People
5
BELIEVE 2011 •
Customer Experience Defined by Your People
New management styles needed• Trust• Empowerment• Investment
04/12/2023 6
BELIEVE 2011 • 04/12/2023
Culture based on Trust• Remote/mobile workers harder/longer• Shared belief that people want to do a good job
Employer and Employee on the same side• Pursuing same cause, vision, goal, objective, result
People are self-motivated• With freedom, employees naturally take greater responsibility
Every customer interaction influences your brand Positively or negatively
A New Work Dynamic - TRUST
7
BELIEVE 2011 • 04/12/2023
Big problem at home with BT internet they r tinkering to change to adsl 2. real cock up brain dead in call centre clueless.
After 5 mins told BT bloke on phone who I was and I make pc's and routers for day job. Made no diff still went tru stupid check list.Help!
This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumers
BT were talking cr.. my IT guy coming with new router to prove 100pc. Will spend today making BT CEO sorry he got out of bed this morn
I touched a nerve at BT got top people on the case THANKS TO TWITTER : BT were monitoring . All fixed thanks to MY IT man long story......
To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKIN
Recognise This?
8
BELIEVE 2011 • 04/12/2023
David Caroll• United Breaks Guitars (Youtube – 9.5M views)
Youp van ‘t Hek• De Help (@youpvanthek - 75,000 followers)
Lily Allen• @lilyroseallen – 2.5M followers
Have You Heard of ...?
9
BELIEVE 2011 •
It’s not just your call recording systems listening now ...
04/12/2023 10
BELIEVE 2011 • 04/12/2023
Customers are more empowered with knowledge gathered through self-service channels
Companies can no longer afford to ‘follow the scripts’• Poor service for customers• Frustrating for agents
Direct link between self-determination and job satisfaction• Higher job satisfaction = lower agent turnover
A New Work Dynamic - EMPOWERMENT
11
Lynn Holdsworth, Susan Cartwright, (2003) "Empowerment, stress and satisfaction: an exploratory study of a call centre", Leadership & Organization Development Journal, Vol. 24 Iss: 3, pp.131 - 140
BELIEVE 2011 • 04/12/2023
You trust your team ...
You’ve empowered them to solve problems ...
But you’re not training them?
And you want them to use last century’s technology?
Investment in Contact Centres
12
BELIEVE 2011 • 04/12/2023
The Workplace Revolution
13
BELIEVE 2011 • 04/12/2023
Working Elsewhere
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BELIEVE 2011 • 04/12/2023
Centralised Contact Centre
BENEFITS• Simplest to manage• Economies of scale• Controlled environment• Cultivation of common culture• Low-cost of personnel
development• Best data security protection• Noise controlled with
environmental factors
CHALLENGES• High fixed CAPEX• Heavy OPEX• Unnatural work environments• Difficult to offer ‘local’ service
(language/knowledge) or specialist service offerings
15
BELIEVE 2011 • 04/12/2023
Centralised Contact Hubs
BENEFITS• Resources grouped together in
different locations• Creates ‘local offices’• Supports short-term campaigns• Offers local language/knowledge
support• Can phase out operations when
not needed• Robust perimeter security
CHALLENGES• Cost per head may be higher• Higher facilities management
overheads
16
BELIEVE 2011 • 04/12/2023
Virtual Hubs
BENEFITS• Ultimate in flexibility• No geographical limits on
deployment of skilled individuals and new expertise
• Zero fixed costs• Cost savings as much as 50
percent• Low investment in technology for
end points
CHALLENGES• Acoustic challenges that need to
be managed with headset technology
• Need to work harder to maintain culture
• Requires new management approach to maintain morale
• Data issues and network security• Unsupervised access to customer
data
17
BELIEVE 2011 • 04/12/2023
Does your voice experience inspire trust?
How do you deal with varying noise levels across multiple environments?
Consistent Customer Experience?
18
BELIEVE 2011 • 04/12/2023
EncorePro• Best in class background noise reduction• Complete flexibility on microphone position
Audio Processors• Reduce background noise for contact centre and
customer
Overall Impact?• Easier to understand calls• Less mistakes and repetitions• Shorter calls• Better Security
Reduce the Impact of Noise?
19
Simply Smarter Communications™
Believe in Technology
BELIEVE 2011 •
Unified Communications in the Contact Centre
Transformation offering real benefits to first call resolutionDelivering three way conversationsRemote team collaboration
04/12/2023 21
Nemertes Research annual benchmark survey, 2010
86% of companies are planning Unified Communications in the
Contact Centre
BELIEVE 2011 • 04/12/2023
Maximising collaboration in the contact centre
Increasing number of calls need escalation
UC used to find best available expert
Savi wireless headset enables 3-way conversation• Drives first call resolution• Improves agent learning
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BELIEVE 2011 • 04/12/2023
Acoustic Intelligence
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SPEECH IMPACT
VOICE
INTELLIGIBILITY
AUDIO
ERGONOMICS
THE RIGHT CONVERSATION
THE RIGHT TECHNOLOGY
THE RIGHT DESIGN
• Headsets offering protection against sudden unexpected sounds
BELIEVE 2011 • 04/12/2023
Speech Impact
24
Power Pitch Pace Pause
BELIEVE 2011 • 04/12/2023
Believe
25
BELIEVE 2011 •
Benefits to Contact Centre Change
• Shorter calls• Reduced mistakes & repetitions
• Reduced absenteeism & churn• Working from home and trusting approach
drives loyalty
• Improved customer satisfaction• Improved FCR through accessing back office
expertise
04/12/2023 26
BELIEVE 2011 •
Believe in the Contact Centre
Management by trust
Liberate your workplace
Use the power of technology
04/12/2023 27
Simply Smarter Communications™
@mycontactcentre