how to increase customer satisfaction and improve regulatory compliance in modern contact centres
DESCRIPTION
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.TRANSCRIPT
Customer Satisfaction&
Regulatory Compliance
Roy HolmesSenior Sales Executive [email protected]
Matt TaylorPre Sales Consultant [email protected]
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
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
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
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
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
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?
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
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
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
