Enable Agent CX Excellence

?
Are You Enabling Your Agents To Deliver CX Excellence
Find Out By Asking Three Important Questions
,
If you have responsibility for customer service
,
Multichannel environments have changed the
’
engagement or relationships
,
here s a noteworthy
distribution of calls
…
statistic from Deloitte
nearly two thirds of
-
with customers opting for self
service to do simpler transactions and only calling
,
organizations view CX provided through contact
contact centers if they experience a problem or
.
.
centers as a competitive differentiator
more complex question
have a
This puts unprecedented
pressure on agents to respond to increasingly complex
,
When a customer needs help
the service your agents
provide has the potential to go beyond satisfaction
–
and help win their loyalty
hallowed ground for any
.
’
questions which they often don t know how to answer
resulting in them having to either transfer the call to
,
another department
to repeat themselves
,
while they search
”
.
important CX attribute
’
,
.
for an answer
nor cost effective
solution to this business problem with agents already
.
as the most
struggling to memorize information
,
Agents who provide quick
correct and complete responses satisfy customers
that s easy to achieve
,
often unsuccessfully
More agent training is neither a time
of respondents to the same survey recognized
accuracy and quality of information
or putting the customer on hold
,
A customer in need is a customer indeed
82%
“
where the customer invariably has
,
brand
–
The key is to enable your agents with moment of need
–
?
right
,
guidance
–
prompt them with the knowledge they need to
confidently resolve all customer questions
.
even
the hardest ones
Not according to results from a recent study which
evaluated the performance of
,
across the banking
65
,
.
insurance
large companies
Average Handle Time
utilities and
telecommunications industries
-
center metric
The worst offenders
,
frustrated their customers with long waiting times
poor staff knowledge and a
?
Are your numbers giving you the complete picture
‘
’
computer says no
.
)
AHT
is a common contact
but what does it tell you about the
?
quality of CX your agents deliver
A pilot implementation of SupportPoint showed a
.
substantial decrease in AHT
,
approach to service
(
however
.
AHT was higher
Three months later
A quick review of all metrics
.
revealed some unexpected insight
,
So how do you find out
,
headlines
before the damaging news
if your agents are getting the guidance they
?
need to deliver great CX
:
Here are three important
questions to ask
,
SupportPoint
were often transferred to other departments or sent
to a
'
'.
Call Back
,
How well do you as an organization deliver
?
information to your agents during the call
and then engaged with customers to deliver far
.
superior CX
-
–
often
because they have not been able to do a task via other
,
channels
,
such as online
and then are made to wait in
.
queue to speak to an agent to get help
With guidance from SupportPoint
agents successfully resolved more enquiries
Research shows that two thirds of consumers are
frustrated even before talking to an agent
agents could not provide answers to a
high percentage of customer questions and calls
however
1.
Prior to their use of
' - '
:
Key Learning
On Hold
'
', '
First Call Resolution
'
Transfer
and
rates provide valuable insight about the
quality of information your agents have to do their job
.
and the CX they provide
2.
3.
How easy is it for you to change processes and
How quickly can your agents access the
?
?
information they need to service customers
get timely updates out to all your agents
93%
In a recent poll
,
of contact centers require their agents to use
.
multiple applications within a call
,
Finding
,
.
,
those with minimum experience
,
Agents
,
.
adhere to them
even
,
insurance
can however respond
across all applications
–
,
,
In industries such as banking
,
utilities and telecommunications
,
are very complex
systems
plans and products are constantly
changing and pricing is often based on complicated
and
.
criteria such as region specific offers
further supported by searches that deliver context
specific information
of respondents said they
captured consistently and their agents know and
quickly and accurately if they are guided by best
practice on each step
3%
were confident process updates they make are
reading
assimilating and providing information from multiple
applications during a call can be difficult
only
Agents are
under enormous pressure to keep up with changes
when additional details are
.
needed
yet most have to rely on searching through company
Empower your agents by giving them all the information
websites
,
:
or their own notes to find the latest
.
.
- -
information
they need to be a qualified expert on every call
Case study
,
emails
Arm your agents with up to date data and guidance
Providing Award Winning CX During
so that they provide your customers with accurate
Tumultuous Change
.
information that complies with current regulations
,
Additionally
Challenge
,
Insurer
,
Health Alliance
–
businesses need an easy way to gather
knowledge and feedback from agents
faced enormous business
and to share
it with content creators who can refine the efficiency of
change with the introduction of new legislation
(
,
).
commonly known as ObamaCare
.
-
processes
The US Patient Protection and Affordable Care Act
uniformly
,
buying insurance in bulk for employees
.
,
engagement and performance
.
their customer call
25/6/6 –
vastly improving
’
,
–
’
there s a more cost effective and efficient
way to guide your agents
If Health Alliance didn t provide great CX
,
this dynamic ability drives agent
to engaging
volumes increased and questions became more
they would lose business
even
business outcomes
,
.
–
This shift created new
systems and processes for agents
complex
,
enable all authors
non technical writers to make updates quickly and
The company had
to move from working with CFOs at large businesses
with individual consumers
,
And finally
,
On average
incur financial penalties
-
and could even be dropped from the program if they
.
:
contact centers
Invest a minimum of
6
weeks training their new
hire agents
did not meet government set quality measures
-
Then endure
6
months for these agents to become
fully competent
Solution
,
With SupportPoint guiding them
-
Then cope with
Health Alliance
25%
attrition rates
agents delivered outstanding results including a
132%
30
increase in calls answered within
seconds
–
Why not guide your agents to take calls faster with
less training
and the business was able to improve their
,
profitability by reducing staff
.
service levels
-
?
beginning
.
,
and then support them to do their job
so they are competent and error free from the
without affecting
The company also won two prestigious
customers service awards
–
You will see greatly improved metrics and
;
.
agent attrition will decline
Click to read
happy successful agents
.
stay to help you improve your CX
[1] 2013
[2]
://
[3]
[4]
[5]
,
Global Contact Center Survey
http
. /1
dailym ai
0
UGi
, 2013
Deloitte Development LLC
uw
:
-
Please Hold For A Reality Check
,
Results of Live Poll
,
The Real Reasons Consumers are Fed Up with Call Centers
’
The US Contact Center Decision Makers
,
Guide
, 2014
,
ContactBabel
How Are You Guiding Your Agents Webinar
,
Fifth Quadrant
August
2015
, 2015
Mattersight Corporation
!
Everyone wins
,
Panviva is the developer of SupportPoint
a powerful combination of business process and
.
knowledge management we call Business Process Guidance
,
Like a GPS
SupportPoint
’
determines an employee s location in any task and then guides them through the process
,
by delivering concise
- -
,
up to date
.
data and directions
,
This improves accuracy
.
compliance and customer experience while reducing training time and support costs
.
: +1 (781) 270 1569 |
.
|
:
@
: +61 (0)3 9225 1800 |
www panviva com
United States
©2015
.
Panviva Pty Ltd
Australia
,
Panviva
email
info
.
panviva com
: +44 (0)1757 638 195
United Kingdom
.
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.
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