Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring

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1 Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring

2 Business Motivators for Cloud-Based Contact Center Interaction Recording and Quality Monitoring About incontact incontact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloudbased contact center software solutions. The company s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customercentric business improvement and growth. To learn more, visit Abstract In an era of dynamic consumer demands, increased focus on customer engagement and tremendous choice and information, the valuation of customer experience initiatives is more evident and more needed than ever before. Multi-faceted investment returns are key impacting revenue and costs both inside and outside the contact center. This white paper provides a quick overview of some of the many faces of opportunity and effect seen as a result of cloudbased recording and quality evaluation implementation in the contact center environment. Opening Contact Centers today struggle with the need to increase revenue and yields from an often finite customer base while lowering costs mandates to increase customer loyalty while continuing to handle customers via increasingly cost-effective, and often therefore less-personal, channels are common. Upsell/cross-sell obligations are becoming realities for previously service-only agents in light of new legislation and shifting marketing channel focus. Increasing competition from International outsourcing and a current regulatory climate that s creating a tremendous corporate focus on risk management and compliance functions only add to the challenge. Capturing and evaluating interactions with customers has become essential. And yet the business case for investing in the technology that will allow today s contact center management to undertake this task efficiently and effectively goes far beyond the old concept of catching the rogue call center rep misleading customers or behaving unprofessionally. Today s technology allows for an impact that is far more reaching than the one-dimensional Quality Control checklists of the past. Ten Key Business Motivators 1. Employee Motivation and Retention: Most contact center managers now readily accept that their employees are their greatest asset, and also their greatest source of cost. With employee turnover in contact centers continuing to be alarmingly high, companies are looking to motivate their employees and improve the work experience. With the better communication of expectations that comes from organizing quality efforts and determining formalized evaluation criteria, employees are provided with that data to take control of their own futures within the organization. They get proactive feedback about their performance, and one-on-one coaching, both of which are shown to increase job satisfaction. They also will see the data that tracks their progress, and can celebrate their victories with the feeling of accomplishment that comes from measured, numerical improvement. Finally, their 2

3 performance will no longer be judged solely on how quickly they are handling their calls now that call in which they took a little extra time in order to secure that cross-sell or ensure the customer was thrilled with the experience will get the recognition it deserves. 2. Customer Experience Intelligence: What is the customer s real experience when they contact your organization? Are they treated with respect? Are their questions answered promptly? Are they left feeling that the company went the extra mile and values their business, or only grudgingly met their request? By implementing on-line quality evaluation, your organization will finally have the data to answer these critical questions and formulate a strategic plan to develop extraordinary customer experiences and not leave them to chance. 3. Customer Attitude Intelligence: Listening to call recordings on a regular basis during quality evaluation provides the evaluator with crucial access to customer attitudes about the company. Customers voice what they like, what frustrates them, and what would motivate them to make additional purchases during calls. Having a quality evaluation system like incontact Quality Management allows for the accurate tracking of those customer attitudes about the brand, buying motivators, and the key drivers behind their satisfaction (or lack thereof). Call recordings can be ed directly to marketing executives to provide insight from the mouth of the customer, and agent behaviors can be correlated to customer response to ensure training and call handling standards are in-line with customer expectations. 4. Business Risk Management: With increased focus on corporate reputation and consumer privacy legislation along with data security regulations like PCI-DSS and HIPAA, businesses everywhere are looking to manage and mitigate risk. By tracking errors in mandatory compliance disclosures and identity validation actions, accurate product and pricing information, credit card processing procedures, customer service behaviors and expected company representation, businesses can isolate problem areas and adjust hiring and training practices accordingly. They can also track progress in these areas as they tighten their belt and change policies and processes to address issues. 5. Improved Training/Hiring Effectiveness: Quality Evaluation results can be tracked back to training class and hiring method, to track learning curve and competence from new hires. When training methods are adjusted from time to time, quality evaluation can provide data back to determine what, if any, impact was made on actual call handling behaviors and the customer experience. Ongoing training can be targeted to specific behavior or skill set deficiencies, resulting in more efficient and, at the same time, more productive ongoing training efforts. Using elearning modules will ensure that all agents receive the same content while By implementing on-line quality evaluation, your organization will finally have the data to answer these critical questions and formulate a strategic plan to develop extraordinary customer experiences and not leave them to chance. 3

4 enabling scheduling to fit these sessions into the day at optimal times. Save a significant amount of time over traditional service observe method of quality monitoring: Less time is spent trying to find a suitable call and more time is spent actually evaluating them. 6. Conflict Resolution and Transaction Confirmation: Rather than be put in a he said, she said situation with customers, call recordings can be pulled and issues resolved decisively. Those conducting the quality evaluations, when they come across a problem call, can also proactively contact customers and address potential issues that perhaps weren t addressed correctly or fully the first time. These calls can then be used for agent coaching to ensure that corrective action can be taken, ensuring that isolated issues don t become trends. 7. Process and Accuracy Error Tracking: Evaluating a portion or all calls where customer or order data was entered allows for tracking of errors in order accuracy or data entry, so that root causes can be uncovered and these issues can be addressed and prevented in the future. 8. Significant Time Savings: Save a significant amount of time over traditional service observe method of quality monitoring: Less time is spent trying to find a suitable call and more time is spent actually evaluating them. Typical productivity increases 2 - to 3 - fold, allowing 2 3 times the amount of calls to be evaluated in an equal time period upon recording implementation. In addition, MIQ reporting eliminates the need for manual tracking and Excel reporting to see cumulative and trended quality data. 9. Increased First Call Resolution: When quality evaluations are completed and behaviors are tracked, patterns which typically lead to repeat calls, (such as not confirming understanding of the customer s request, not confirming that the answer provided addressed their needs, not transferring to the correct department, etc.) can be identified and addressed through coaching, policy changes and training. 10. Increased Revenue Generation: Quality evaluations identify sales and retention opportunities, and these can be addressed via training and coaching. For example, are the reps asking the right probing questions? Are they missing sales opportunities? Are they responding appropriately to objections? Do they understand how to clearly communicate value? What do customers say they like about our products? What do they not like? Why do they leave us? Quality monitoring provides critical data to enhance sales and revenue generation efforts. 4

5 Impact to Your Business Training, operations, human resources, marketing, sales, product management, corporate compliance, community relations, and even information technology and finance departments all can benefit from increased intelligence on customer interactions and progress trending on efforts to direct those interactions. The list here shows just some of the business reasons for implementing a recording and quality evaluation program in any group who directly communicates with customers via the telephone. Most customers see a complete return on investment in 6 18 months. For more information about the value proposition and business case for your organization, reach out to the cloud contact center specialist at incontact at To learn more about how to take advantage of a hosted contact center solution that is robust, flexible, and secure, contact us. CALL VISIT incontact 7730 S. Union Park Ave. Suite 500 Salt Lake City, UT incontact, Inc

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