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Improving the Customer Experience in Your Call Center Means Looking at the Whole Picture

Quality assurance in the call center is a critical piece to success. It can help to improve each customer experience, improve efficiency and give productivity a robust boost. In order to make improvements, managers must stop trying to randomly pinpoint and repair problems. Call centers tend to thrive when a bottom-up method is used to address issues in an organized fashion. Measurement Really Does Matter Numbers are a critical part of call center quality measurement and monitoring. In fact, 85% of QA leaders hold the belief that a successful call center must find ways to evaluate how agents are performing as well as quantify if training requirements are being followed. The sheer volume of data that is collected in order to measure your call center’s success can be overwhelming. Lagging technology frequently leaves quality assurance managers frantically working to analyze large batches of metadata in order to make sense of the numbers. A reliable call center monitoring solution that provides reliable analytics and insights is the first step to freeing up time so these same managers can instead work on identifying problems and helping the team come up with effective solutions. A Bottom-Up Look at The Whole Structure No matter what type of industry a call center supports, each goes through the same phases of growing and building over time. When quality assurance managers take time to look at key call center metrics and indicators, while also considering these phases, they are more capable of identifying key performance indicators and setting long term goals. In essence, it is critically important to look at the “whole building” in order to see where the problems may be. Start With a Solid Foundation Some may think that focusing time and energy on the basics of operational quality assurance is a waste of time. In truth, making sure that certain goals are being met is helping to set a strong foundation that can be built on. Some of these goals include: Being able to recognize poor performers. Track how call center agents are progressing. Hit service delivery goals consistently. Track if procedures and processes are being handled correctly. While it is ok to take a group bow once these markers are being consistently met, remember that this type of quality assurance is only the foundation and must be added upon for maximum effectiveness. Build the Supporting Walls Once the strong foundation of your call center is up and running, it is time to build the theoretical supporting walls. To do this, you must identify some goals that have more foresight and flexibility. This type of goal is rarely set in stone. Instead, they tend to shift and change as the call center develops. Your team of managers may decide that some of this type of goal should include: Identifying the reasons for poor customer service Finding ways to improve customer retention rates Institute accurate reporting of trends Lower staff turnover Pinpoint places where retraining might help By taking a closer look at this type of quality assurance goal, managers and staff alike can begin to more fully understand the type of experience each customer is having. When call center agents are encouraged to give themselves a score on each call, they will be able to see and mentally review how successful they have been at achieving the goals. The collected data can then be used by quality assurance leaders in retraining efforts. By taking ownership of the metrics of each call, agent retention tends to increase along with performance. Create an Impenetrable Roof It may seem simple to complete this process by sticking rigidly to current quality assurance goals and practices. However, doing so simply keeps the call center status quo going. In order to attach an impenetrable roof to the foundation and walls you have worked to build, a company must be willing to change current practices, though it may not be an easy process. This type of large-scale changes must come from upper management and employees must be a part of helping the shift happen. Employees that are forced toward such changes in the company are much less effective when compared those who are encouraged to be part of the change. At this step in building the call center, the focus should change from QA scores and begin to look at actionable behaviors such as improved caller loyalty, increased percentage of customers who purchase or increased net promoter scores. In this final step, each employee should be involved in reaching the goals which should cause company culture to shift from one where micromanagement is essential to a more effective environment of listening, offering solutions and respect. This dynamic shift brings with it an overall experience of happier customers and agents which raises your overall ROI. If You Can Describe it, You Can Do It Most call center agents can describe how a perfect call would go, from start to finish. Unfortunately, not every call is the same. Because of this, it is important for agents and management alike to understand that a great customer experience consists of three different parts. These are customer needs, expectations and the need for consistency. When your call center team works together to make sure that each of these customer needs are met, you should see that your team begins to evolve and think differently about quality assurance. When paired with measurable analytics, a call center can, indeed, become exactly what it was meant to be. For more advice on creating a quality assurance team that drives CX or if you would like to learn more about Etech, feel free to contact us at info@etechgs.com. This blog was first published on LinkedIn.

Building Flawless Training

Like so many individuals I had to pay my way through college. One way to help off-set the cost was through a scholarship I earned from the Theatre Department that focused on managing the work crews, tool room and stage. In my head, I was an actor with all this talent and here I am with these tools and the stage to manage. Turns out, in this experience I learned a real passion of mine. I really love tools and the ability to create from various materials, but my favorite is to build with wood. So many possibilities! I later took set design classes which furthered my desire to build. I now build all sorts of things from simple pieces of furniture to much larger construction projects. In comparison, I found more value today in what I learned on the set than in acting. Don’t get me wrong I loved the spotlight and the ability to perform, but not nearly as much as I now enjoy building. I am currently building my wife a breakfast table. Plan Before getting any of the tools out, we spent several discussions on what she wanted and what that could look like. We discussed the type of wood to use, what fasteners would look best, what paint will be applied, and even how to apply the paint. We did more talking about a table than it will take to build it. In training, we spend countless hours building curriculam, agendas and learning activities. If the facilitator does not know how to use the plan then all that time and money is wasted. The team will never perform as intended without the proper foundation. We have to teach our trainers how to facilitate and how to use the plan. We need to ensure they understand the “why” in each module. If we are not obtaining their buy in they will adjust the plan to be more comfortable for their delivery style. In both construction and in classes I have seen many small adjustments derail the goal for the end result. If I start changing the size of a board used in the middle of building the table then the whole table will be affected and possibly no longer meet the desired goal for the table. It will definitely force additional changes to be met in order to allow all the pieces to fit. As I progress something always ends up not fitting and I must make more changes. Before I am finally done, the project no longer looks and feels like the original design. Tools I have many different types of tools. Some power tools and others are used manually. Each tool has its own specific use. I have several types of saws, sanders and wood shaving tools. Each one is designed to make the task easier, more effective and shape the end product uniquely. Some tools have overlapping capabilities, like they may all cut a board but maybe not the best tool to cut with. Some tools allow you to cut straight while others allow you to change direction easily. If I were to use a tool that allows for changing direction to make a straight cut it would be possible that the cut will not be as straight as designed. All of my tools are useless sitting in the shop; they are only great tools in the right hands. In the same way, having the right tools and knowing how to use them is key in delivering a message. We easily make mistakes when not properly trained in how our tools enhance the learning experience. In those mistakes, we can lose our audience. When the audience is not engaged we are now fighting an uphill battle to drive a transfer of knowledge. In most cases we drastically change our ability to teach. Sometimes, due to a lack of understanding we may waste valuable training time or even worse break a tool due to misuse. We buy tools that are designed to build on the experience for our team. We should take the extra time to show them how they are to be used. I am sure you can imagine not having the right type of saw to make the proper cuts will drastically change the output. I did not always have nice tools but I bought the basic tools that would enable me to do the job that I was trying to accomplish. In each project, I learned how to make one tool do more than it was intended to accomplish. As I built my skills, I also added more tools to be more effective. Work with what you have to the best of your ability and add more training tools when you can. Relationship When it comes time to build, my understanding of how the wood needs to intersect and where it should be utilized will determine if I create a nice, strong table. I know this is pushing the word “relationship” a little but the idea is really the same. When I know how to work with the wood or I know how to work with people it is all relationships. Also keep in mind, my relationship with my wife can change based on the finished product. My ability to work with both my wife and the wood ensure that I am successful. Likewise, in training, every trainer should be ready to build a relationship with the class and on an individual basis. This will set the foundation for how the group will interact. Your relationship can be built on several components but one that the audience is counting on is for the trainer to be a SME (Subject Matter Expert). As the SME the audience will develop confidence in doing the job based on your shared experiences and best practices to follow. You will also need to know how to build trust by interacting with integrity. The class wants to believe in the

How Social Media and Customer Service Can Work Together to Provide a Better Customer Experience

Customers are becoming more active in the online space for a variety of reasons such as shopping, social & business networking, online transactions, researching products or services, and booking travel. With consumers increasingly engaged online, their expectations on receiving instant and quality customer services at various touch points has also risen. Online retailers are finding unique ways to provide high quality and instantaneous service for a variety of customer problems through social media. According to a recent survey of worldwide online shoppers conducted by Oracle, 46% of the online users expected companies to provide customer support services through social networking sites like Facebook, 29% wanted companies to provide customer service through a company blog, while 17% expected companies to provide customer service through Twitter accounts. There are several ways in which companies can effectively use the power of social media and customer service to provide a great customer experience. Provide a Platform for Customers to Express Their Opinions Despite best efforts to provide the high quality products, there are times when consumers will not be satisfied with the product. Today many consumers will publicly display their frustration on various social media platforms. Social media provides disgruntled customers an easy and accessible medium to vent their irritation in real-time. According to a new study from the Society for New Communications Research, 59% of respondents said they use social media to “vent” about a customer-care experience. To better monitor complaints and possibly turn them into positive experiences, many companies have created a company page on social media sites where customers can communicate feedback, both positive and not so positive. This strategy provides an opportunity for companies to take immediate measures to correct negative experiences. In the absence of an official company page on a social media site, many consumers will find other options to post complaints. Options include their own profiles, communities, or other forums which can go unseen by the company and create a negative brand image. Responding to consumer complaints and resolving issues quickly can spread a positive image for a company. Satisfied consumers can go viral with their positive experiences and even recommend a company due to the excellent customer service provided. Presence of a company through online social media websites, forums, company blogs, communities, directories, etc helps in easy sharing of positive customer service experiences benefiting both consumers and the company. Leverage Existing Customer Base Good companies come with a following of loyal customers; often this customer base is large. These customers can be leveraged by asking them to ‘like’ the company page or profile or share information about the company forum or community on social media sites to cascade awareness of a company’s customer support on social media sites. Companies can also create custom solutions for their profile pages, forums, groups, and communities to help customers with self servicing. This will not only help bring down customer service costs but also help spread a positive image about the company. Pro-Activeness Social media sites and micro blogging sites such as Twitter allow users to instantly post a message. Many companies have implemented strategies that monitor for any customer complaints, even if the company account name is not mentioned in the post. Companies can increase their brand value if they proactively talk with the customers who are posting any type of complaints or positive comments. According to the survey ‘Consumer Views of Live Help Online 2012: A Global Perspective’ conducted by Oracle, 31% of respondents believed that having direct access to customer service representatives or product experts is important for them to connect to the company via social media. 43% said they connected with companies to get direct response to their questions. Reward Promoters As a part of the customer service strategy involving social media, companies can suitably reward users who act as brand ambassadors and influence other customers by spreading positive information about the company. Rewards can be simple like advanced notification of a promotion, special invitations, asking for a free company visit, etc. Be Unique In order to create an impressive customer experience on social media, companies are creating engaging and unique solutions, apps, text, and much more for their company pages, forums, groups, and social communities. By implementing a progressive social media strategy, businesses can cost effectively provide information, contact their virtual customers real-time, receive real-time voice of the customer feedback, and help solve or at least address the frustrations their customers might encounter. Ensure Quick Action No matter the sector the company operates in, a quick approach to solving consumer questions promotes a positive customer experience like nothing else. Action can be in any form such as replacing a spare part, giving a refund, resuming services, sending a technician, and much more. There are some companies who dedicate full time employees to monitor the web and social media sites for any consumer complaints or questions about the company. These employees can directly contact customers, resolve their issues, and provide real-time satisfactory solutions. Conclusion Companies that maintain an efficient customer support system through social media can reap great benefits in the form of reduced costs, increased credibility, and greater visibility into online customers. However, it is important to remember that while social media development is bringing around some exciting new opportunities to better serve customers, the fact is that any company must still maintain and develop strong traditional customer service channels such as voice, email, and chat.

What is Customer Experience Management?

Explore the essence of customer experience management (CEM) and its impact on businesses.

The Power of Influence

Discover the importance of being a positive influence in your organization, community, and industry. Join Etech in making a remarkable difference today!

The Multi-Channel Contact Center: More than Just Incoming Calls

Customers have a variety of ways in which they can communicate with businesses and organizations today, and it is no longer appropriate to handle all customer service requests via a telephone call center. All businesses and non-corporate customer-facing groups should be working towards creating a multi-channel contact center; but what does that mean in practice? Assessing your call center and implementing change Most legacy call centers will be adapted for dealing with incoming telephone calls in the most efficient manner. They will often be divided into distinct departments with protocols in place to manage the distribution of calls between them. The modern multi-channel call center needs to function as a unit, with all departments following the same basic procedures and working towards the same KPIs. Business owners need to use a mixture of market research and existing data to decide on which communication channels will be provided. Then they need to source the appropriate technology for the routing of enquiries, recruit or retrain staff and define and standardize KPIs. Sourcing call center technology The choice of call center technology is crucial to the success of a business in the same way that the choice of tools and equipment is vital to a tradesperson. In the multi-channel call center, the platform chosen must clearly be able to route enquiries from multiple sources (telephone, email, fax, web chat, social media, SMS, etc.) to the relevant agent. However, there are other questions business owners will need to ask technology providers before making a decision, and these will vary depending on their business need. Some examples of pertinent questions are: Can the system recognize individual telephone numbers and relate them to customer data? Can calls be routed to an agent with the appropriate language or industry skills? Can previous call history be accessed easily? Can agent scripts be pre-populated automatically with the customer’s name? Can the provider assist with deployment and training? Will the provider provide ongoing support and ‘health checks’ to ensure the call center is optimized? The multi-channel call center agent The multi-channel call center requires a high caliber agent who can blend the traditional qualities of efficiency, communication and charisma with the flexibility and resourcefulness to source the information the customer is in need of. Agents should also be empowered to deal with the calls they are likely to face, minimizing the need for call transfers or callbacks. Customer service agents should be assessed using a mixture of live call monitoring and analysis of historical calls to ensure performance is of a consistently high standard. This is why KPIs should be standardized across the whole call center so that agents can be compared with other agents more easily and the need for training or agent replacement identified. With customers able to contact businesses at any time of the day and through multiple channels, the ability to respond promptly and completely to all communications will raise customer experience levels and help ensure long-term customer loyalty.

Five Characteristics of a Successful Team

One of the greatest football coaches of all time, Vince Lombardi, once said, “Teamwork is what the Green Bay Packers were all about. We didn’t always have the greatest talent. We didn’t do it for individual glory. We won because we loved one another.” Great teams are successful because they care. They care about their team’s goals, their team’s purpose and most importantly, they care about each other. Caring about the team is the fuel that allows ordinary people to accomplish extraordinary results. What I have observed is that there are 5 common characteristics that successful teams share. I have summarized those characteristics below: 1. Successful Teams Understand the Big Picture: Every leader must understand the mission and purpose. Furthermore, it is the leaders duty to ensure that every one of their team members understand the big picture, understand how they impact the big picture and fully embrace the fact that the more successful they are in their role, the more successful your company will be, which will in turn enable you to invest back into them, your company and your communities. 2. Successful Teams Have Fun Together: It is a fact that the more a person enjoys what they do, the more successful they will be. Are you creating an environment within your team that is fun? Are you allowing your team members to enjoy you and enjoy each other? Successful teams don’t have to constantly look for creative ways to have fun, they just have it! 3. Successful Teams Are Transparent and Real: The more real you are with your team, the more real they will be with you and each other. When this happens, trust and camaraderie develop which inspires each team member to become committed to the team and to the mission. Successful teams consist of team members who are committed to the team. If your team members are not committed, then they are not … there is no in between. 4. Successful Teams Celebrate Victories: Big or small, successful teams recognize and celebrate victories on a regular basis. You will find out that the more you praise and celebrate, the more reasons there will be to praise and celebrate! 5. Successful Teams Don’t Avoid Conflict: Over the years, I have observed that the more committed team members are to the team, the more comfortable and likely they are to disagree and challenge each other. Committed teams know how to fight! Committed teams say what is on their mind, get issues out in the open, respect each other’s views and work towards an agreeable resolution. The cool thing is that once they agree, the issue is resolved and nobody else will ever know there was a conflict. Teams will excel when true teamwork exists. Teamwork can only exist when individual team members trust and care for each other. If there is no relationship, there is no trust. Events like company picnics allow us to get a chance to know your team members outside of the daily pressures of work. It is a time to develop relationships. I encourage leaders to find ways to engage their teams in activities that will build teamwork and maybe someday, propel their team to accomplish extraordinary results.

Empowering Agents with the Right Tools

Empowering your agents is a continuous process of providing them comprehensive training, resources, motivation, encouragement and the right tools. This practice shows your agents you trust them. Giving them the confidence and tools to find customer solutions will allow them to take that power and deliver on providing a remarkable customer experience. The agent is the first impression the customer will have of your business so this agent’s ability to effectively help the customer could have a much larger impact than what it may first appear. Customer’s satisfaction, or dissatisfaction, has a ripple effect so it is imperative to make sure your agent’s are properly prepared with the right tools. Poor customer experience is normally because of an agent who is not well equipped to meet the customers’ needs. To mitigate this, your agents need the right tools to get the job done well. Here are some necessary tools for your contact center agents:- Automated Caller Identity Pop Up Call center software that provides the agent with the caller information such as name, location, address, phone number, company, etc. plays a huge role in helping the agent start of the interaction with a boost of confidence. Knowing this basic information allows the agent to already have some basis on the customer which makes the building rapport phase more natural. Call Conferencing One of the most agitating events is having your call transferred to another department and essentially having to start the whole process over again. This can be eliminated by call conferencing whereby you connect the other agent who can resolve the issue immediately without transferring the caller. The customer will be much more pleased to have his issue addressed with one simple phone call thus leading towards a positive customer experience. Interactive Voice Response Superior customer service begins the moment a customer makes a call, not when the agent responds. Interactive voice response technology engages the customer in pre-recorded messages that help identify the right agent to handle the customer. For example, if the customer speaks Russian, then he will be routed to an agent who can speak Russian. This saves the time spent in resolving customer issues resulting in a higher customer satisfaction level. It also helps the agent to be proficient in his service delivery because he handles the appropriate customer. Call Monitoring and Whisper Coaching Equipping your Managers or Sales leader with the ability to monitor their agents will drastically help increase your metrics. This practice allows your Managers to actively pick up on key areas of opportunities for their agents and allows them to provide the most accurate and timely feedback to their agents. Another tactic is the manager can train the agent on the job by whisper coaching. This is where the manager guides the agent on how to respond to the customer without the customer hearing it. Both of these practices leads to improved quality assurance and top down customer support. Historic and real time recording An agent answers to so many customer on a daily basis, providing them with historic recording that reminds them of previous interaction with the customer and real time recording of what is ahead of them improves their productivity. On the customers end, they are able to see the number of people ahead of them and the average hold up time. They are both no flying blind but this crucial data helps in managing their expectations. Call Recording The fact of the matter is, managers don’t have the time to monitor all of the interactions handled in a particular day by their agents. The solution to this dilemma is making sure you have all of your interactions recorded. Giving your agents and managers the ability to go and pull particular interactions, will allow your agents and coaches to have specific, one on one coaching opportunities that will result in the most effective coaching time. If a agent realizes that he or she could’ve improved on a particular call or chat, having the option to go and pull that interaction and go over it with their respective coach or manager will allow them to review the interaction and learn for the next time that an opportunity such as that arises. In conclusion, empowered agents will be more creative in their solution thinking, enjoy high levels of job satisfaction, make faster decisions for the customer, and create a remarkable customer experience for your customers. Without these tools, the agents will feel ill-equipped and it will become evident in the interaction with the customer, resulting in a lower customer satisfaction score. As Marissa Mayer at Yahoo quoted, “In technology, it’s the people. Getting the best people, retaining them, nurturing a creative environment and helping to find a way to innovate.”

Developing Strong Loyal Employees

One of the things that I enjoy most about leading Etech Global Services is the fact that I get to work with a group of people who truly enjoy what they do and have a strong sense of loyalty to our organization. I’m often asked by peers in other organizations how it is that Etech has such a consistent and loyal staff and I truly believe it is because of our strong core values as an organization. People like to stick with those who know what they believe and live out that belief system, this is something we strive to do daily. As I sat down to write this article I asked myself, “What are the factors that develop strong company loyalty?” I came across an article that talked about the importance of having strong company values as the primary tool that builds company loyalty. I agree with that 100%. Here at Etech, we have 12 Character Commitments that are the foundation of everything we do as an organization. In 2007, we made the decision to implement and cultivate a leadership culture that is based on the willingness and dedication to making a remarkable difference in the lives of our customers, our people and our communities by serving first. We believe that every person has value and deserves to be included, respected and valued. We also believe that any person can accomplish far more when inspired by a purpose far beyond meeting deadlines and hitting quotas. In addition to having strong core values, it is important that employees feel they have a future at their place of employment. The opportunity to advance is very important in developing company loyalty. No one wants to work in a dead-end job, and when a person feels they are in a dead-end job, that can lead to dissatisfaction and high employee turnover. At Etech, we believe that hiring from within is a great way to build company loyalty. When we see that an employee possesses certain skills, we make every effort to develop those skills. For example, if we see strong leadership skills in an entry-level employee, we offer them the opportunity to take advantage of leadership classes that we offer that are designed to develop future managers. When a young employee sees that his/her manager has confidence in their abilities and is given the opportunity to develop those abilities, that employee begins to develop a sense of ownership and connectedness to the organization that is priceless. Finally, offering perks and good benefits is another means of developing loyalty. When an employee feels that they would have a lot to lose by leaving an organization, they are far more inclined to stay at that organization. At Etech, we believe it is important that a person be able to pay their bills and provide for their families so we offer a very competitive salary and benefits package, along with a 401K. We have events throughout the year that employees and their families can be part of and we also encourage community involvement. Over the years, as I’ve been at Etech, I’ve seen how this aspect of our company culture has been a major factor in building loyalty and a sense of community within our corporate walls. I truly believe that building a strong and loyal staff is the foundation of success for any corporation, large or small. When employees feel that they are truly “part of the family” they are far less likely to want to leave. Sure, we’re all concerned about profits and being successful financially, but developing a staff that is loyal and committed to the success of your organization lays a foundation for success that is beyond measure. This blog entry was written by Matt Rocco, President and Managing Partner of Etech Global Services. If you would like to learn more about Etech and contact center technology and service solutions, please contact us at info@etechgs.com.

4 Ideas to Reduce Customer Complaints

If you’ve worked in a call center long enough, you’ll learn that customer complaint are among the least enjoyable to take. While complaints are simply part of the call center experience, there are four ideas you can put to good use to both reduce the number of customer complaints you receive and boost your quality monitoring capabilities. 1. Resolve the Issue on the First Call There are a few things that customers hate more than having to be put on hold, transferred, and made to call back before an issue is fully resolved. While you can’t prevent complaint calls, you can change the way customers feel about calling your company with an issue. Make sure your agents have the skill, authority, and knowledge they need to offer refunds, make promises that can be kept, and make it so customers don’t have to contact your business with the same complaint. 2. Implement the Right System You should also consider implementing a quality assurance system that gathers information on calls to provide you with valuable information you can put to good use improving your call center and your agents. The way QA technology works is it examines keywords used by your agents and callers so you can get a firm understanding of why customers are complaining and why your complaint resolution skills might not be as great as you’d like for them to be. 3. Keep the Lines of Communication Wide Open Not only do your agents need to maintain clear and constant communication with your customers, you also need to ensure your managers and agents can easily communicate with each other. You can take this one step further and see to it that your managers relate to other necessary departments and company personnel to allow them to be better. In addition to implementing quality monitoring solutions to help with this tip, it’s also a good idea to hold meetings to review past complaints, how they were resolved and how they can be better resolved in the future for even better results and happier customers. To make meetings more efficient, it’s a good idea to implement a complaint-logging system. 4. Stay Consistent Your agents should be consistent in their problem-resolution skills. If the same customer calls about two different issues and has two different experiences, that customer might feel you aren’t consistent or aren’t properly training your employees. Again, this is a good reason to hold regular meetings, to make sure your training efforts are the same across the line, and to see if any changes need to be made to your training. Make it so that when your customers have to call with a complaint, they know they’re going to be taken care of by your agents and fellow call center leaders. While you can’t please everyone, there’s most certainly no harm in trying. Put these tips to good use, and don’t hesitate to reach out to us here at Etech if you need more assistance or guidance in your quest to reduce customer complaints. This blog was first published on LinkedIn.

Leveraging Technology to Measure Customer Experience

Monitoring, measuring and improving the customer experience is a high priority for most forward-thinking businesses in this day and age. Company owners are largely aware that they should be gathering feedback at various ‘touchpoints’ along a customer’s journey and many do have programs in place to capture the data, either to get an overall rating of customer satisfaction levels or to evaluate experience at each of the touchpoints in turn. However, many businesses are failing to make the most of the technology available to them, gathering only a tiny fraction of the available data, using valuable manual resources to process and analyze the data they do get and presenting the findings in an incomplete or unnecessarily complicated way. By leveraging the latest customer experience technology, businesses can now streamline all areas of the above process: Capturing Customer Experience The first task in measuring customer experience is to capture feedback, and many businesses use surveys and questionnaires to achieve this. However, a lot of data is missed by ignoring sources of unsolicited feedback (e.g. on forums, blogs, social media sites and review pages), and not contacting customers fast enough or by using their preferred platform. For example, a customer who has just made an order for a service using their mobile phone is less likely to respond to an email survey a week later than they are to an SMS survey within the hour. In addition, they are less likely to have rationalized their feedback based on prior or more recent experiences. Social media monitoring and advanced survey platforms are just two forms of technology businesses need to be looking into right now. Integration and Analysis Once sufficient data has been collected, this needs to be collated and analyzed to produce predictive patterns that can inform future business development. The main challenge companies face here is with sampling and use of resources. Incomplete or ‘dirty’ samples (where information has been recorded incorrectly) can skew results, while manual data integration and analysis ties up staff who could be employed doing other things. By implementing automated data integration technology with sample control and cleaning functions can lead to more accuracy and efficiency, and can also avoid flaws such as ‘over surveying’ individual customers. Visual Summaries Finally, there is little use in collecting reams of data and crunching the numbers at supersonic speeds if the reporting at the end of it makes little sense to anyone, especially those in charge of directing business policy. Again, technology can come to the rescue, with programs specialized in enterprise-wide visual access that can be user-access controlled. In this way, data can be summarized and presented in the most appropriate way for the department viewing it. Power and Simplicity – for Every Business Perhaps the greatest news of all is that the kind of technology mentioned above is no longer only within the price range of large, cash-rich corporations. The advance of open source technology and a competitive marketplace has made leveraging technology easier and more affordable than ever. Once the powerful, up-to-date customer experience technology is in place, you will find that employees who had previously been bogged down in data processing and compiling reports can be redeployed to other parts of the business or trained to interpreting patterns in the numbers and to help shape company strategy. Ultimately, everybody in the business, from senior directors to customer-facing agents, will experience more clarity about how the business is performing in the eyes of its customers.

Lead Qualification: An Important Step in a Successful Sales Process

“Etech Global Services is a leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice and live chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers.” The paragraph above is the very first paragraph on the homepage of Etech’s website. This is a very good overview of what we do as a company and the broad range of services we provide. However, today I’d like to focus on one very specific aspect of our services which is Lead Qualification. What is Lead Qualification anyway? Well, according to the Dictionary of Marketing Terms, lead qualification is the marketing activity focused on evaluating the readiness, willingness and ability of a lead to buy. At Etech, we take Lead Qualification very seriously since a qualified lead is the first step in closing that sale. We partner with our clients in order to gain a deep understanding of their value proposition and then we basically become an extension of their sales force and an active participant within their organization. Our on-shore, off-shore and near shore locations allow us to offer 24/7/365 support to our clients. Our services cover every time zone and we support both English and Spanish speaking customers. Our lead qualification service spans many communication channels including voice, live chat, email and text messaging. Additionally, our lead qualification program includes a dedicated account manager and analytics team. With this, we also overlay our Quality Assurance services to ensure potential customers have the highest quality experience possible. During the process, we also gather critical business intelligence data to help management understand what is resonating with their audience and where they need to improve. All of the data is housed in a sophisticated CRM database and our clients have full access to their data at all times. Some of our common lead qualification services include: Appointment Setting Event Registrations Demo Setting and Presentations Lead Nurturing Sales Prospecting Customer Database Cleansing Phone Surveys Our Lead Qualification process has yielded very positive results for our clients. They have seen: 105% Increase in Lead Volume 85% Reduction in Cost Per Lead 96% Customer Satisfaction 103% Increase in Sales Team Retention If you find that Lead Qualification is one aspect of your business that is falling through the cracks, contact us at Etech Global Services. We will work closely with you to determine your specific needs and then implement the appropriate steps to strengthen your lead qualification, turning leads into happy customers. This Blog entry was written by Matt Rocco, President and Managing Partner of Etech Global Services. If you would like to learn more about Etech and contact center technology and service solutions, please contact at info@etechgs.com.

Stop Guessing and Start Acting With Artificial Intelligence

It seems that more and more everyday processes and jobs are starting to include a measure of automation, where there’s less for flesh-and-blood humans to do a specific task to be completed. That’s most certainly become apparent when it comes to call centers. With that in mind, you should know there’s much to be gained when you harness the power of AI and people rather than let it become a source of anxiety. Specifically, it’s your quality monitoring solution that can become better and more efficient than you’ve ever imagined when coupled with modern AI capabilities. Make the Most of the Data You Already Have on Hand What’s the use of having mountains of data if you aren’t sure of how to put it to good use? Thankfully, AI can help call center managers make sense of all the data they have at their disposal, making it easier for managers and their call center teams to know how to take the best care of their customers and their individual needs. Some specific ways AI organizes big data is helping call centers better deal with a variety of customers, better-anticipating customer pain points, making solid predictions and finding new opportunities for you and your agents. Now all the data you have on hand is becoming useful rather than just taking up space. Following are four ways in which AI has reshaped the customer (and representative) experience with quality monitoring. 1. Better Representative Satisfaction While it’s good to use the same method to onboard all your new call center representatives, it’s even better to onboard them with new methods that can make them better at their jobs and feel confident while helping callers. Better training is one advantage of implementing AI with your current call center capabilities. In addition to training new employees, AI is also great for your current and more experienced representatives. For instance, AI can use voice analytics to show your agents areas of improvement depending on their overall delivery, use of your call center script and use of phrases and sentence structure. This way, you can step into a situation in real time before things start to unravel and you run the risk of losing a customer or your agent having a negative interaction. With AI doing more of the heavy and complex lifting, you and your quality assurance team have time and resources freed up for other professional pursuits. This means you can take care of projects and tasks that have been pushed to the curb because you were consumed with analyzing calls and customers interactions for ways you could make your call center better and your agents more capable at their jobs. Your QA team is sure to appreciate this, as it means working on something new, which might be just the thing they need to keep from feeling bored, unmotivated or generally unsatisfied in the workplace. When it comes to quality monitoring, you’ve got to think just as much about the quality your call center representatives enjoy as you do the overall quality your target audience enjoys. Besides, your call center workforce plays a monumental part in the overall satisfaction of your customers. Going back to the point about employee satisfaction touched on above, the insight and information AI provides for your agents allows them to perform their jobs better, which is sure to maximize their overall satisfaction, which benefits everyone involved. More satisfied agents equals happier agents equals better performance. It’s a never-ending cycle of positive results, so make sure you’re doing your part to keep the good times going long and strong. 2. A More Efficient Experience for Everyone Something else to keep in mind with it comes to AI and quality monitoring solutions is the fact that AI can eliminate a lot of the riffraff that keeps customers from having the best customer experience. This means fewer useless menus for shoppers and customers to work through to obtain answers or useful information. AI can also keep an eye on what individual customers search for to better anticipate their needs and questions, saving everyone time and energy. After your agents have worked at your call center for a while, they become used to certain questions and customer interactions. Rather than having your representatives handle “ground-level” customer interactions, which might not be the best use of their time and skills, you can instead have chatbots tackle the task. What’s so great about AI is that it learns on the go, allowing it to become more intelligent and capable over time, which benefits you just as much as the customer. Just like with your QA department, this allows your representatives more time for other projects and professional pursuits. And just like with your QA department, this freedom can lead to better job satisfaction without your overall quality taking a hit. 3. More Satisfied Customers There are times when customers won’t always come forward with a problem or voice their concerns, choosing to instead let the situation, and the opportunity it presents, fall to the curb because they feel it’s not important. This sometimes happens because customers know yours isn’t the only company specializing in your specific services or products. Rather than let shoppers silently abandon your business, AI can instead give you a concrete idea of just how pleased your customers are with your company using the same voice analytic software used to help your call center representatives become more adept at their jobs. This information gives you the opportunity to address unspoken grievances or annoyances and keep your current customers right where they are rather than letting them go to your competition and wonder why. While AI is combing through all that big data, it can also provide you with detailed information regarding your customers’ shopping patterns and preferences. This is possible by studying individual browsing patterns, what the customer has bought in the past and which specific pages the customer has visited before. This means you have targeted marketing and advertising opportunities

4 Tips to Help You Become Great at Email Communication

An email has become the lifeline in business communication. Billions of emails are sent daily from managers to employees, from sales representatives to customers, and between friends and family. It is an effective way of communication that has seen tremendous growth in the way we communicate with each other; it is faster, cheaper, and keeps records of conversations. However, there is a danger to watch out for as you continue to utilize emails. You may be sending out the wrong message if you lack email etiquette. Recently, I had a not-so-pleasing encounter, an official email was sent out, and soon after notifications of new emails kept popping up. The content of the incoming emails will shock you. “Noted” “Thank you for the information” “Well received” “Congrats” You guessed it right, they were all hitting “reply to all”. It is an awesome function when it comes to passing important information to many people at once, but needs some special rules for it to maintain its power. Here are some tips that will help you use your emails better, especially the reply to all function, they did help us:- Consider who needs the information Just as you think carefully when typing the recipient of your new email, do the same before clicking the “reply”, reply to all” or “forward” button. Who really needs your response, is it the sender of the message or the entire team? For example, if the email comes from your immediate manager and copied is the Vice President, you need to reply to all. However, if it comes from your manager to all the staff members, you simply click reply. Most often, the people copied on the email do not need your response and it applies to you, you do not need their response. Be diligent by first understanding the purpose of the email and then your right response and recipient. Choose your words wisely Remember that the internet never forgets when responding to mass emails. Even if the sender is your new best friend forever, you should choose your words wisely and carefully. You have a choice of replying to him only and you can crack any joke you want, but if you are replying to all, you must maintain language etiquette. For example, using the above official email sent, one of the responses was “I thought you mentioned this yesterday night, or was it just my drunk head hearing stuff?” and then the person hits “reply to all”. It was not everybody’s business whether you knew and talked about it before, but you have made it public and probably embarrassed the email sender. Maintain professionalism in your email responses. Be helpful There are emails in which your input or suggestion is required; it is prudent to be helpful. For example, a mass email seeking advice on a particular client account that has some serious problems reaches your inbox. What should your response be? Under no circumstances should you shoot the question back to the sender that is not helpful. If you want more information to make an informed decision, reply to the sender only asking for it. Replying to all with useful information saves your colleagues time in thinking about a solution that you already have, and they can make it better. Do not add more people It is rude to add more people to an email thread that they were not included in the first place. What message does it send to the sender and added recipient? If you feel a person should be included in that conversation, reply to the sender asking them to add them or their reasons for not including them. In conclusion, these four tips, considering who needs the information, wisely choosing your words, being helpful, and not adding more people to the thread will help you in dealing with mass email communication. Your email etiquette reflects on your personal character, which can either build or sabotage your reputation. This blog was written by Veronica Chimney, Vice President of Human Resources for Etech Global Services. If you would like to learn more about Etech and how to develop a socially enabled call center, please contact us at info@etechgs.com.

Customer Engagement – What it is not!

Learn what customer engagement truly means in the call center industry, distinguishing it from satisfaction, delight, loyalty, and service.

How to Identify the Right Offshore Contact Center

Any business large or small that deals with a high volume of customers is bound to receive a constant flow of questions and enquiries. While your in house employees can generally handle the questions with ease, this will take up a significant amount of time and focus off of the core business activities. Utilizing a call center offers you an opportunity to outsource these processes to allow your business to keep running at a smooth and efficient manner. An offshore call center is an effective solution that acts as an extension to your business. Some of the most common benefits you will notice right away are: It is cost effective compared to having a fully-fledged in-house customer service department. They bring in expertise and experience in providing superior customer experiences. There are options such as Inbound, Outbound, or a mixture of channel Call Center’s that can specifically meet your needs. It saves you time and money from virtually every aspect. Training, hiring, production, etc. With the above benefits in mind, the next step is selecting one that will compliment your business. Here is list of factors to consider as you make that important business decision:- Location Most Contact Center companies nowadays have locations around the globe. You will hear terms such as Onshore, Nearshore, Offshore and descriptions of that sort. This is something that will need to be evaluated before you officially start “looking” for a partner in a Contact Center. While most Offshore or Nearshore companies have much lower rates than that what you would find Onshore, you may want to look a little deeper into issues such as poor government infrastructure as this could affect your call center’s quality of service in the long run. The other things to look into include the economy strength, exchange rate, environmental issues and culture. Call center specialization As you can imagine, there are numerous different types of call centers with very diverse specialties. It is imperative that the partner you ultimately select have a proven track record in performing the specific task or service that you are looking to outsource. For instance, if you are looking to outsource your Customer Service department and the Contact Center partner you have chosen has never handled this type of work, than you may see the negative side effects in your campaign’s performance. Language/Accent A growing concern/issue we are seeing with companies placing their work offshore is the feedback from our customers on the agent’s language or accent “barrier.” One of the most important aspects you need to make clear from the start to your offshore partner is that the quality of the agents who will be representing your brand and company be up to your standards. As the agent answering the phone or reaching out to a potential customer is essentially an extension of your brand, it is imperative that that agent sound and behave in a way that would make your company and customers proud. Company Information Security As always, security has to be an area of importance when selecting a partner. Before making the final decision, expect to dedicate a good majority of your time to ensuring that the partner’s IT security is in place and monitored, as these agents and your partner will most likely have access to vital company information. Flexibility The Contact Center industry is constantly evolving. Business processes and demands keep changing. Your partner of choice should have the flexibility to meet and grow with these changes as they are presented. As your business continues to evolve, you should expect the same from your Contact Center partner. Finding a partner who is willing and dedicated to making your process as seamless as possible is the ultimate goal. Management Communication The organizational communication structure of your chosen partner is another key area that needs to be evaluated. As this Contact Center and their management team will be handling your customers directly, you need to make sure that if there is ever an issue or if you want to ask a question about the operations, you aren’t going to be going through five different people before you get your answer. A partner with a clearly defined, effective, communication flow demonstrates that they are organized and experienced in handling issues in the way they need to be handled. Reliability In conclusion, the choice of outsourcing a part of your business to an Offshore Contact Center is a huge decision. These seven factors: location, specialization, accent, information security, flexibility, management communication, and reliability are just scraping the surface. I encourage you to dig deeper into the company history to make a wise decision and push your company forward. The right contact center can be a valuable asset to your business. This blog was first published on LinkedIn.

How Can you Focus on What Customers Want?

Focusing on what your customers want from you as a business is the cornerstone for any successful venture, from the smallest corner shop up to the largest multinational corporation. After all, without customers you have no business! Even if you started your business as a way to make a positive difference in the world, you will soon run out of resources if your customers aren’t happy with what you are supplying. Being really in tune with your occasional customers’ needs is also a great way to turn them into loyal brand advocates – worth five to seven times as much as one-time buyers (depending on the source you read). That answers the question of why you should be focusing on your customers’ needs but this article is about the ‘hows’. Don’t reinvent the wheel Start your quest for information with your closest competitors; after all, their target market is likely to overlap considerably with yours. Also compare your products and services with those offered by industry leaders. Use the ‘four Ps’ of marketing as a measuring stick. In other words, are these businesses successful because they offer: The right product At the right price In the right place Using the right type of promotion? It could be that you’re doing almost everything right but you’re not promoting yourself through the right channels, or you might be selling similar products at a price that’s too high or too low. After your competitor research you should have at least identified some areas which are ripe for improvement. But unless you get some actual data to work with, you are still shooting in the dark. You need to start asking some questions. Surveys and focus groups The Chartered Institute of Marketing defines marketing as: ‘the management process responsible for identifying, anticipating and satisfying customer requirements profitably.” Market research is the activity that focuses on the first element of that list: identification. Two key tools for effective market research include surveys (online or offline) and focus groups. These can work well in tandem, with surveys used to gather the raw numbers for an overview of a market’s needs and focus groups set up to gather more qualitative information. For example, if you are a sportswear manufacturer entering a new town or city you might send a survey to your target market asking which sports they participate in and watch. If you identify that sailing is big in the area, you could follow this up with a focus group aimed at the sailing community. Focus groups can be as simple as booking a venue, organizing some light refreshments and asking a set of open questions to generate in-depth discussion. A skilled facilitator will maintain the focus of the group while exploring interesting avenues of discussion. Putting market research to work Once your customers’ current wants and needs have been identified, a clear and measurable market strategy can be drawn up, again focusing on the 4 Ps of product, price, place and promotion. Measurable aims (such as increasing market share by 2% or competing in the local sailing wear market by the end of the year) should be drawn up so that results can be analyzed and evaluated. Evaluation and renewing the cycle Finding out what your customers want is a dynamic process since trends, new technologies and social and economic conditions cause priorities to change. Your marketing strategy needs to be cyclical ,with customers given the opportunity to feed back on your performance, and that data used as part of the next round of market research. The more quickly you can react to changes in the needs and wants of your customers, the more likely it is you will start to anticipate the market and stay one step ahead of your competitors.

Empowering through Servant Leadership

The dramatic globalization of industry and the rapid enhancement of technology have changed today’s business environment and will continue to do so. In today’s fast paced global market, businesses are called to move more rapidly than ever before while doing even more with less. While globalization and technology are the drivers behind the change, I firmly believe that the only way to achieve and sustain success is through the empowerment of people. Empowering people is a great concept, but what are some steps we can do at Etech to make this happen. Here are some ideas that servant leaders embrace! Share Power. At team meetings and team huddles, give the lead to your team members, allow them to facilitate, brain storm and make decisions. Encourage and shepherd them through the process. Seek feedback. Ask your team members how you are doing as a leader. Listen to what they say and be open to change. Focus everyone on pleasing the customer. Turn their attention outward, to the market, rather than inward at the boss. This points everyone’s focus toward the same goals and helps to produce better results. Involve your team in embracing change. Identify the changes impacting your team; engage your team members in developing strategy and implementing the action plan. Serve, don’t dominate your team! Don’t try to win by intimidation. Define leadership in terms of creating environments for success for everyone — you included. Break down silos. Identify areas where territoriality is getting in the way; find strategies to engage others in ways to foster cooperation. Lead and serve by example! Be the change. If you ask others to adapt but are unwilling to change your own ways, how effective do you think you will be? Show humility. By admitting when you are wrong and demonstrating to your team how to learn from these moments, you create an environment of accountability and continual learning. What we learn from mistakes can be an incredible source of intellectual capital! Celebrate and value the team! Share the credit and spread the praise—emphasize that “we are a team and we are all in this together.” Servant leaders are intentional in finding ways to motivate and inspire others by empowering them.

Employee Empowerment: The Secret to Encouraging Team Members

A team is only as good as its leader, and that’s most certainly true when it comes to call center employees. Etech is here to show you the intersection between employee development and team encouragement, mainly because both are inextricably linked to one another. Learn how to lead by example to bring out the best in your team and to help them help themselves become more adept at their jobs. Why Leaders Should Lead by Example Employee empowerment and satisfaction are connected to the overall satisfaction of your customers. Think about it: if your employees are happy and satisfied with their jobs, that happiness is bound to spill over into their interactions with customers. When employees are dissatisfied, customers are likely to pick up on that and respond accordingly. Much like you’re attracted to happy people and repelled by negative individuals, the same applies to companies and their employees. One of the best ways to empower employees is to lead by example. When your call center employees see you putting company practices and their suggestions into action, they witness the results first hand and have a goal to strive towards. Whatever advice you offer your employees, make sure you can provide firsthand experience on how effective that advice is. Just like customers are more likely to buy something after a demonstration, employees are more likely to take your advice to heart when they know the outcome of following that advice. How to Boost Employee Motivation To motivate employees and help them with personal development at the same time, there are a few strategies you can put to good use. The first is to ensure your employees can perform their job per the latest techniques. While it’s great to have several decades of experience in the industry, it doesn’t mean as much if that experience is with outdated techniques. Offer mentorship opportunities for employees who want to cultivate their skills in ways that aren’t always easy or possible in standard training scenarios. For instance, some employees might want to become leaders, and your experience will be invaluable in this regard. For some employees, their work performance suffers when their minds aren’t being stimulated or challenged, which can happen when they perform the same task day in and day out. This is when cross-training can be a great asset to both leaders and employees. Employees get the opportunity to see how other departments of the company work and expand their skills, and the change of scenery could be just what they need to keep from taking their talents elsewhere. Another way to keep employees motivated is to have them set goals for themselves. Doing so gives them something to focus on at work, provides them with the chance to better understand their professional capabilities and can relieve them of some of the monotony of the standard workweek. Just make sure the goals are realistic. Employee encouragement is great personal development for your team and for you as a leader. Use the above tips to motivate your employees and help unleash their potential. This blog was first published on LinkedIn.

CALL CENTER METRICS: What are they and how do we measure them?

In the Call Center or Contact center world, there are a number of details that we monitor that help us to know how we’re doing. The industry term that we call these details is Metrics and as time and technology has progressed the number of metrics that we measure has progressed as well. While the early years of call center metrics tended to focus on efficiency, in more recent years, we have become much more concerned with quality. There are numerous metrics that can be measured, but I’d like to look at the top five. Quality Scores: These are probably the most important metric because they can provide a great overview for the call center as well as individual agents. We can look at the overall caller experience as well as the conversations the agents are having on their phones. Quality scores are typically measured between 5 and 10 calls per agent per month. First Call Resolution (FCR): This metric can also be known as “First Contact Resolution.” Basically FCR allows contact centers to see how many times a customer needs to call a company in order to get a problem resolved. While Quality scores measure from the Call Center perspective, FCR allows us to measure from the customer’s perspective. We can all relate to this, for each of us has, at one time or another, had a frustrating customer service issue that took a while to resolve. Believe me, call centers like to see high numbers on this metric; high numbers mean that issues are being resolved quickly and customers are not having to call over and over regarding the same issue. Sometimes this particular metric can be a bit murky in that often a customer may call within a seven day period about different issues. Here are some of the ways we measure FCR: Calls are monitored to determine if the agent can give a satisfactory answer the first time. Monitoring the number of callers that call back within a 7 day period. Monitoring the calling party number within a set period Monitoring the reason for call Using a post-call IVR survey Looking at the quality of answer and positiveness measured by a third party. Most importantly a call center must look at some of the benefits it can reap Significant reduction in the call volume Reduction in the operational cost Reduce Cost of complaint call Identification of customer problems Customer Satisfaction: The old favorite amongst call centers. Basically, this tells us if our customers are happy with the service they received from our agents. A simple way to improve this metric is to cultivate the culture in your call center and encourage the agents to always put the customer at the heart of your decision, be focused on problem solving and just not the process and you will see customer satisfaction growing. Capture the customer feedback, use them to identify opportunities within the call center and improve agents. This metric can be easily measured through an IVR survey, follow-up e-mail survey or mobile surveys. Service Level: While some in the call center industry may not see this as one of the top five, I certainly do. It was one of the very first metrics to be developed and it looks at the percentage of calls that are answered within a given time. For example: 80% of the calls are answered within 20 seconds or 95% of the calls are answered within 15 seconds. While this metric does measure efficiency, from the customer’s perspective, not having to sit on-hold for several minutes weighs heavily when it comes to offering their feedback. There can be many reasons that impacts the services levels such as longer call length, fluctuations in call volume, schedule adherence, inaccurate forecast and exception time. Average Handling Time: This metric is an efficiency metric looking at the total amount of time taken to handle a call. This includes talk-time, on-hold time and wrap-up. Some of the customers want low AHT and some don’t. Here are some of the questions you must ask yourself before you decide. What are the benefits of having low AHT? Do your customers want you to have low AHT? Are your agents ready to reduce AHT? As I mentioned above, there are many more metrics that can be measured, but these listed tend to be first and foremost among call centers and they have a way of helping call centers get “back to basics” so to speak when it comes to providing superior customer service. This blog has been written by Etech’s Matt Rocco, President and Managing Member. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com.

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