Establishing success in the contact center is a challenging task. Some leaders may expect that success comes from the feedback received from customers; others may point to a low cost of operations; still others may suggest that the ability to resolve customer issues quickly is the only way to measure success. If you ask the customer base, however, they may point to first call resolution.
While customers may not know that a primary goal for workforce optimization software is first call resolution, they do know that they don’t want to continue to deal with the issue that’s spurring the contact in the first place. The goal for the contact center is to identify the steps in the process that are preventing first call resolution and make some changes. What better way to do so than with recorded calls?
A recent CSI (News - Alert) World piece examined a recent success story where the use of call recording and quality management produced measureable improvements in a dental labs products call center. The key to this success was selecting the right solutions to enable a transition from their legacy Siemens phone system to a newer Cisco (News - Alert) solution. The selected solution needed to be scalable enough to meet the company’s needs, allow for improvements in agent performance and gains in overall process time.
The previous solution consistent of manual handheld devices that required a consistent amount of wasted time. The company not only wanted a solution that would improve poor service and agent performance issues, but also one that would address compliance concerns and identify needs in training. By selecting Virtual Observer, the company was able to better position itself to reach an aggressive target of 94 percent of calls answered in nine seconds with proven workforce optimization software.
In response to an industry RFP, Virtual Observer stood out against the competition due to its lower cost of ownership, the ability to support the transition of the phone system, a robust array of quality monitoring features; real-time dashboard analytics that allowed for drill-down and the ability to phase in future requirements such as speech analytics and workforce management solutions.
The company’s project leader noted that one of the most valuable assets of the Virtual Observer is the ability to transform average performers into successful performers. With features such as event player to review back screens and calls and the ability to evaluate the entire customer experience without an abundance of pop-up windows is a breakthrough for usability. Now, the company is better positioned to drive the desired results with a focus on resolving the issue on the first call, thereby improving results overall.
Edited by Maurice Nagle