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TASKE Technology's Call Center Blog

Often, when we talk about the contribution of a contact center to its business, we look at high-level factors, such as key metrics, operating costs, or resource allocation. These are important considerations when assessing your overall contribution, but let’s not lose sight of the reason your call center exists: to provide service or information via incoming or outgoing calls.

The ability of your agents to properly handle each and every call is key to building the customer relationships that your business needs to succeed. For insights into how agents are handling individual calls, many organizations use call tracking and analysis software. Following the lifecycle of a call – from connection through to disconnect – can be invaluable for issue resolution, training opportunities, and management intervention.

For example, let’s say that you receive a customer complaint about an issue that was not resolved satisfactorily and, even worse, the caller felt that the call was not handled in a professional manner. Before contacting the customer, you want to find out as much as you can about what happened during the call.

A good call tracking and analysis software program will let you easily find the call by providing searches or filters that extract it from thousands of stored calls. In addition to the date of the call, you should be able to define criteria such as the agents involved, the incoming telephone number,  or a queue in which the call was placed. Once you’ve found the call, review its lifecycle to see when it was connected, how long it waited in one or more queues, and whether it was transferred among agents or placed on hold (and for how long).

You may discover information that the customer didn’t provide. Possibly, the initial contact was to the wrong service area. Your agents may have properly handled the call by transferring it to the appropriate area, but the caller may have felt they were being shuffled around. On the other hand, you may find out that the last agent disconnected the call before the customer did, which may indicate that the agent cut the customer off without ensuring that the necessary information was not only provided, but understood.

It’s still up to you to interpret the call analysis and determine next steps, but a detailed view of the call flow and key events in its lifecycle gives you the information to make sound decisions founded on real data.

Oticon, Inc. Increases Customer Satisfaction Through Call Flow Investigation

One of our customers recently shared with us how they’ve increased customer satisfaction through call flow investigation. Oticon, Inc. is one of the leading providers of hearing care solutions. The World Health Organization estimates that approximately 278 million people worldwide suffer from mild to moderate hearing loss. With an aging US population led by a huge contingent of Baby Boomers, the need for hearing amplification is expected to grow significantly in the next decade. Well-positioned to handle increased demand for its advanced technology hearing solutions, Oticon recognizes the important role its call center plays in this future. Continuing to achieve high levels of customer satisfaction means successful call handling at every opportunity.

Inevitably, however, some calls will have unsatisfactory outcomes. In these cases, Oticon finds TASKE Visualizer valuable for call investigation. Prior to contacting customers to address complaints, Visualizer is used to pinpoint the specific time that a problem occurred, the queues in which the call was placed, and how long the call waited in each queue before being answered, abandoned, or dropped. Analysis of this information helps the manager to determine the next steps, which may include additional agent training, management of the customer’s expectations, or technical service for the telephone system. When contacted, customers often appreciate the responsiveness to their issue, going a long way toward turning dissatisfied customers into loyal ones.

For more information about Oticon and the benefits they’ve realized using the TASKE solution, read the full success story at  Oticon Increases Customer Satisfaction.

Come see us at Cisco Live!

Oticon is just one of our customers using TASKE products on Cisco UCCX. We hope to meet other Cisco users at Cisco Live in San Diego from June 10 through June 14. Visit http://www.ciscolive.com/us/  for the conference details, and drop by to talk to us at booth #438 if you are attending this year’s event.

See you next month.

Tags: business objectives, call analysis, call flow, call investigation, call lifecycle, call tracking, customer satisfaction, customers, service levels.

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