Tuesday, February 21, 2006

Virtual Observations # 2 - call center monitoring newsletter

Virtual Observations - a newsletter featuring call center tips, strategies, and news.




* Best Practices - Customer Service

Make your customer service goals highly visible throughout your entire organization. Well-placed banners with a colorful mantra such as "Make everyone who talks to you feel better than they did before they talked to you!". Think about it - do people generally leave your presence extremely happier, generally the same, or worse?


* Crutchfield turns up the volume on call center quality assurance...

Sharing a commitment to provide exceptional customer service, it might be fate that renowned electronics cataloger Crutchfield Inc. would implement Coordinated Systems, Inc.'s (CSI) Virtual Observer call center quality assurance solution...read more!


Initially looking for a quality assurance product that would help develop consistency in phone staff interactions, increase phone sales and eliminate the need for manual recording, Crutchfield found that Virtual Observer (VO) delivered much more than that. VO provides a mechanism for not only improving agent performance, but also in training new agents.



* Call Center Knowledge Share

In this section, we will share tips, techniques and data used by successful call center managers. This month we look at "call performance" statistics.


From http://www.wikipedia.org - Typical call center performance criteria that can be measured quantitatively are:


- The average delay a caller may experience while waiting in a queue

- Average Talk Time (ATT)

- Average Handling Time (equal to ATT plus wrap up time)

- The percentage of calls answered within a determined time frame (referred to as a Service Level or SL%)

- The percentage of calls which completely resolve the customer's issue (if the customer does not call back about the same problem for a certain period of time, it is considered a successful resolution).


Some more practical reporting metrics would be similar to those in Virtual Observer's "Call Performance Report", where the system digs deep to reveal agent performance histories, including but not limited to, "# of scheduled recordings", "# of successful recordings", "# of high scored events", "# of low scored events", etc. Looking at such a report for all of your agents would quickly show which agents require additional training.



* Tips for Improving customer service performance

Conduct a customer survey and learn what your customers really think about your service. You can even have survey functionality integrated with your phone system. When a customer has completed their call, they are then given the option to answer a few questions. The data is then compiled and reported. Another way to conduct customer service is via an email campaign. Allow your customers to fill out the survey anonymously online using a form on your website. Gathering customer feedback is invaluable in shaping any changes in your customer service methodoligies, with the goal of continuous performance improvement.


* Call issues that occur and the resolutions that solve them

Customer call volumes can swell based on public relations...good or bad. Your ability to entertain or inform customers while they are on hold is paramount to keeping their aggravation levels at a minimum. Some companies use music on hold, and others fill the dead air with promotional campaigns. What about using something more educational, such as industry statistics, or an audio news feed? If you were a customer calling that was upset, would you want to hear about a "blowout sale...this weekend ONLY! ONLY! ONLY!" or would you rather hear classical music...or maybe an audio feed with some sports news...?


* Demystifying Common Acronyms:

CTI: Computer Telephony Integration

From http://www.wikipedia.com:

Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated.

Common functions:


  • Calling Line Information Display (Caller's Number, Number Called, IVR Options)
  • Screen Population on answer, with or without using calling line data.
  • On Screen Dialing. (Fast dial, preview and predictive dial.)
  • On Screen Phone Control. (Ringing, Answer, Hang-up, Hold, Conference etc)
  • Coordinated phone and data transfers between two parties
  • Call Center phone control (logging on; after call work notification)
  • Advanced functions such as call routing, reporting functions, automation of desktop activities, or multi-channel blending of email or web requests



* Day-Timers, Inc. selects Virtual Observer...

Coordinated Systems, Inc. (CSI) , a leading provider of call center quality assurance solutions, proudly announces that Day-Timers, Inc. has selected CSI's Virtual Observer solution. Virtual Observer will be installed in the Lehigh Valley, PA call center and will allow Day-Timers, Inc. the ability to record customer interactions, evaluate the events, deliver relevant training content to employees and generate powerful analytics.....read more!


* How to maximize your use of VO 3.0

  • Do you forget to run the auto-scheduler some months? Don't you wish it simply ran on its own?

    Well, in version 3.0 of Virtual Observer it does. A new enhancement will automatically run the auto scheduling process a few days before the next month or week depending on your normal auto scheduling period.
  • Did you ever want to simply take a call (audio and screens) from within an event and be able to email it to someone without having to send the entire event? With VO 3.0, you can do this. - it allows you to select a call (audio, screens and evals) and send it as an email attachment that when opened, will play on any pc which has Internet Explorer and Windows Media Player.


    * Top VO 3.0 Support FAQs

    Question: How can I use on-demand recording if I do not have an "On-Demand" Channel?

    Answer: Go to Schedule Editor, enter an event dated in the past (make sure it is a scheduled workday). VO always goes to the "oldest event in the schedule" so a backdated event will be the "next event recorded", which will get you pretty close to "On-Demand".
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