UNIVERSAL TRUTHS JEOPARDIZING CUSTOMER SERVICE EXPERIENCE:INDUSTRY BENCHMARKS REVEALED

Web

inar

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WHY ANALYZE?

Data

People

Channels

• Provide Insights • Customer Experience

• Process Effectiveness

• Transaction Drivers

• Change • Methods/Models

• Outcomes

• Improve• Efficiency

• Effectiveness

• Standards

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HOW IS IT DONE?

Report, Recommend, Action

Sampling

Data

Analysts• Review Transactions

• Call Recordings

• Email Exchanges

• Chat Sessions

• CSAT Surveys

• Key Transaction Data Points • Captured

• Compared

• Collated

• Findings Validated

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It doesn’t matter if the Agent knows the answer…if your customer can’t understand it

• Agent Adaptability is Key • Improves customer experience

• Increases resolution rate

• Symptoms• On-target call handling

• High “perceived” resolution rate

• High repeat calls

• Insight• Identify customer communication style and ability

• Adapt probing/troubleshooting style to promote conversation personalization and achieve smoother interaction

Key Finding #1

AGENTS MAKE THE DIFFERENCE

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• Finding: Quality monitoring forms are designed to check for business compliance of the agent and not aligned to providing great customer experiences

• Symptoms: Ensure QM forms have right attributes to measure behaviors that drive CSAT Fatal errors can be re-trained; Behaviors that drive experiences can be coached (if tracked)

• Insight: High QM scores but low CSAT scores (or vice-versa) Fatal Errors (auto-fails) are almost always on business process items

Key Finding # 2

CSAT MEASUREMENTS CAN BE AT ODDS WITH YOUR QUALITY PROCESS

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Average Handle Time

IVR – WHO OWNS IT?WHY IT MATTERS TO YOUR CUSTOMERS?

• Customer Verification

• Problem

Isolation

Remedy:

Redesign IVR and Call Flows & tell customers what

they need to have available before they reach an agent

& Identify customer issue early in the call to avoid

wasted time later

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Addressable Items That Make Calls Longer Than Necessary

TWO THINGS THAT INCREASE AHT

IVR IVR

Options

1. Sales2. Customer

Service3. Register

Product 4. Technical

Support

Options

1. Technical Support

2. Register Product

3. Customer Service

4. Sales

Original Revised

Information

“Before you speak with a representative you’ll need the following available…”

Outcome:

• AHT reduced 6%

• CX score +14%

Case Example

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VALUE ADDED SERVICES

Insight Analytics

• Actively listen to calls from the customer’s perspective, as well as analyze all other relevant data points

• Identify customer experience “themes” that link agent behaviors and processes to call outcomes

• Recommend change predicting CSAT/NPS, AHT, Cost, and other improvements

• Implement changes, monitor progress, evaluate results

Social Analytics

• Listens to Social Media as additional Voice of the Customer

• Detects trends in positive and negative sentiment toward the Brand

• Benchmarks against competitors and other Best in Class

• Acts as leading indicator, or as a confirmation source, regarding how our customers feel.

Customer Experience Brand Perception Customer in the 1st Person

Text Analytics

• Structured data analysis • Use analysis techniques

• Clustering • Classification • Predictive analytics

• Detailed overview of NPS impact • Allows for correlation analysis of

perceived call experience/outcome relative to customer’s perception

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ADDITIONAL INFORMATION ON CUSTOMER SERVICE EXPERIENCE SUCCESSES

• Five Universal Truths Jeopardizing Your Technical Support Success Changes That Will Transform Customer Support Experiences and Outcomes

• Four Universal Truths Jeopardizing Customer Service in Financial Institutions Changes That Will Transform Customer Service Experiences and Outcomes

For more information about SYKES services, please visit: www.sykes.com

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INSIGHTS BY

Bo YoungSenior Director, Customer Analytics

Kirsten JepsonSenior Director, Market Strategy

To learn more about Insight Analytics, the SYKES customer experience analytics solution: www.sykes.com

To listen to the complete webinar, visit: Universal Truths Jeopardizing your Customer Experience