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Would you like to see how we improve the CX?
Ever wonder, how your contact center operations be improved? Well, just by knowing the challenges. Perhaps you might be facing the same issues! Want to overcome? Let's dive in.
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.
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.
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.
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.
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.
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.
Holistically targets to the core challenges in your contact center which are impediments for your growth and brings operational and cx excellence.
Integrated tools to empower the customer facing teams & operations
Provide accurate and quick resolution on the customer queries and lift up the customer satisfaction
Impacts positively on the Core Business Metrices
Integrated tools to empower the customer facing teams & operations
Provide accurate and quick resolution on the customer queries and lift up the customer satisfaction
Impacts positively on the Core Business Metrices
Comprised of state of the art tools to empower your cross functional teams in delivering the best of them and amaze your customers like never before.
How about overcoming the challenges? CxFirst hits hard to the existing problems in your contact center, and enables to measure improvements on your core business metrices
Decrease in Average Handling Time
Memorization of SOPs
Increase in CSAT
Decrease in Fatal Error
Decrease in Overall Training Time
"Cxfirst has performed amazingly. In a POC with a renowned car rental marketplace, we have got a significant positive impact of 5 data points in Quality Scores and CSAT, along with 15% reduction in AHT."
"For one of our customer, We were experiencing a high trun around time in the overall training of our customer support executives and that was impacting the BAU. After bringing the CxFirst, We have measured a down rate of 78% on the overall training time. Cheers to the CxFirst team."
"The Widget DMS App is just awesome. It saves a lot of time in browsing over the SOPs. Now we can access any scenario just on a single click which leads to control the AHT and also helps us to answer the customers accurately."