ICMI's Customer Management Insight - April 2008 - (Page 30)

SPECIAL FEATURE BEST OF SHOW revenue per call ($4.03) than their lower-scoring peers ($2.93). > In the financial services industry, agents who passed PreVisor's Series 6 Licensure Exam Predictor were almost 50 percent more likely to pass the actual exam than agents who failed the predictive test. > In a warehousing/distribution center, 43 percent of agents who scored high on “job fit” remained on the job after 90 days, compared to only 23 percent of those who scored low on the job fit assessment. In another center — in the telecommunications industry — turnover dropped from 33.5 percent to a mere 12.5 percent (measured as rolling 90-day averages) after the center started using the assessment solution. AVOKE’S CALL BROWSER. Avoke’s Call Browser is a unique and powerful on-demand analytics solution with a subscription-based model that provides contact centers with choices and flexibility. Centers can use the product — which requires no software, no integration and no large capital investment — for a few months to glean valuable customer data, or they can use it all year for continuous improvements to processes and the customer experience. Researchers at BBN, Avoke’s parent company, have invested 10 years developing methods and tools to accurately analyze customer interaction with both agents and automation. All the science and wisdom from that research has gone into the Call Browser, enabling contact centers to obtain a true 360-degree view of the customer experience during every call — everything that happens from the moment the customer dials the number and interacts with the cen- ter’s IVR system to when the customer hangs up. Comprehensive analytics automatically update continuously after each call terminates. Centers can find out why callers contact them (and thus, learn ways to eliminate or reduce unnecessary calls), stay abreast of dissatisfying experiences, track call resolution and respond proactively to changes in caller behavior. Weekly executive reports summarize reasons for calls, how callers were served, caller invested time (for each call type) and self-serve success rate. Contact centers that optimize the Call Browser’s capabilities stand to dramatically cut operating expenses, enhance system design and usability, reduce agent burnout/turnover, and, most importantly, improve customer satisfaction. CO-NEXUS’ 4MYFEEDBACK. This nifty new application promises to make Co-nexus’ already robust 4myCALLS recording and quality monitoring system significantly more powerful and customer-centric. 4myFEEDBACK is a survey tool that enables contact centers to efficiently collect direct customer feedback following a transaction and easily link the customer satisfaction results to a recording of the exact transaction — and to the agent who handled it. The result is a quality monitoring process that takes into account a crucial component — the actual customer’s opinion of the interaction. The contact center can keep accurate tabs not only on agent performance and the effectiveness of script/workflow design, but also on the specific types of experiences callers are having and how likely they are to keep calling in the future. Further, having survey results linked to specific interactions makes it easy to compare monitoring evaluations to customer feedback to ensure consistency/calibration and fairness in agent ratings. Creating surveys with the 4myFEEDBACK product is simple. Using a Web browser interface, centers can easily attach recorded survey questions to be presented to callers (who are asked if they want to complete a brief post-call survey after their interaction with an agent). A unique aspect of the survey system is that it features advanced speech recognition. After hearing each survey question, the caller provides their verbal response, which is automatically converted to a numerical score. 4myFEEDBACK compiles survey results and assigns an overall satisfaction score to each interaction. Survey information is attached to the caller’s recorded conversation with the agent, and the entire recorded transaction and survey is easily accessible from any network PC with a Web browser and multimedia capability. Centers can program the survey system to alert a supervisor or manager whenever a customer indicates strong dissatisfaction on a survey, thus enabling the center to take swift corrective action. The system can also be used to spot problematic trends that pinpoint a need for agent or centerwide training. While 4myFEEDBACK works optimally with Co-nexus’ 4myCALLS monitoring solution, contact centers can use the former as a standalone customer satisfaction tool with another quality monitoring system. • icmi’s insight www.icmi.com | APRIL 2008 30 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008

ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer

ICMI's Customer Management Insight - April 2008

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