One App enabling your employees deliver better CX

First Impression is the Last Impression

Studies shows that 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction.

The Major reason was that the customer had to explain their pain multiple times to multiple people. Most of the times the customer facing team is not equipped with the right information at the right time and spoils the overall customer experience with a LOW CSAT SCORE, eventually.

Are you training them well?

Or in another words, How would you know the efficacy of your training programs when you already have the training programs and trainers in place.

A report shows that 24% of participants acknowledge that their organization doesn’t pay enough attention to their employee’s learning requirements. This not only makes call center workers feel insecure in their jobs and disengaged but also affects customers in a negative way.

A bad trained workforce can inversely impact the core business metrices like Quality Scores, CAST, Attrition and Fatal Errors.

How is your hiring going?

The average contact center has a turnover rate between 30-45%.

Means, you have to drive the recruitment process throughout the year with backfilling the attrited resources. Studies show that 40% of time is just wasted in doing repetitive work to manage the Agent Onboarding Pipeline.

Starting from raising the MRF to Releasing the agents to the production floor, have numerous of stages. Unfortunately, all is being carried with the help of old school tools, makes the entire pipeline ambiguous and unmanageable.

The curse of Random Sampling

Most of the Quality Teams still audits the interactions on just random basis. For instance, out of a population of 1000 interactions they are selecting for say 2% random interactions.

The problem with this selection procedure is, they might get the interactions in the sample which are really not seeking their attention. The cost of this miss is, the agent who are really needing attention would be left out and they will continue to make mistakes which will lead to Low CSAT and High Fatals.

Cramming the SOPs, an eternal nightmare

To get high productivity out of the 0 to 30 days tenured agents, trainers generally expects them to remember all the SOPs so that they could respond to the customer queries without refering to SOP documents.

The problem with this approach is, it creates a lot of mental friction and stress to be ready with the desired answer when the customer puts up the query. Some times the agent just go blank or disconnects the call because they could not recall the answers or what to do.

Longer the training period higher the operating cost

According to a report, approx. 20 to 30% of the agents in the contact centers are kept in the intensive training programs for at least 0 to 60 days tenure. The reason of keeping the agents for such a long time is to make them well versed in dealing with the customers. Within this time period, they generally do not much contribute to the BAU and this is where the operating cost spikes up.

Along with this, a 30% to 40% turnover rate has been observed throughout an year, it means a big chunk of freshers will always be there in the training pool and this is apparently a cost to the businesses that their hired resources are not ready to contribute for a period time.