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Real-time specialist tutoring in the new era contact center

2018-04-24 11:00:24 Author: Grandsys Pre-Sales Consultant David Source:CTI ForumComment:0  Click:


Real-time specialist tutoring in the new era contact center
How to ensure service quality in an increasingly complex society
With the evolution of the times, consumer demand for businesses is also increasing. Regardless of the industry, it is not only a matter of good quality and cost-effectiveness, but the follow-up customer service in the minds of consumers is an important basis for judgment when comparing with competitors. As a contact center industry, we are increasingly happy about the importance of the challenges that we face.
Modern Contact Center Specialist Capability Indicators
If you want to summarize the characteristics of the digital age with one word, "fast" may be the answer of many people. Product information changes quickly. When conditions occur, companies can immediately respond. At the same time, there are traditional channels, real-time communication software, and community software services. Modern customer service personnel can compare Superman's ability to move, but also must pay attention to the smooth communication during the interaction. As managers, in the face of traditional management guidelines, such as the average call duration (AHT), service level, etc., is it sufficient to ensure that we provide another customer with satisfactory service? According to Mr. Wei Qingliang, former chief consultant of Beijing Hongsheng, the quality of the specialists that modern contact center managers should focus on can be divided into two aspects: "professional skills" and "service skills."
Professional skills and service skills
The so-called professional skills refer to the degree of specialization of the commissioner on the products or services provided. A customer service specialist who lacks professional skills cannot solve the customer's problems or needs in real time. Even if the service skills are good, the customer cannot be truly satisfied. The behaviors shown include repeatedly correcting with the customer, answering wrong answers, or continuously confirming with the customer. Through voice recognition and the establishment of a quality inspection model, we can track whether or not each commissioner correctly provided information when answering questions. In addition, some managers may think that the lack of professional skills will only happen to new people, but in fact we will still find that this phenomenon is not just new people. Many senior colleagues may have made mistakes because of inertia or not receiving the latest information.
Compared with professional skills, service skills focus on whether the Commissioner can effectively communicate knowledge to customers or resolve customer dissatisfaction during the process of interacting with customers. To assess the service skills of the Commissioner, in the previous quality inspection process, to determine whether a phone call meets the quality of service requirements, the team leader, quality inspector, etc., need to be repeatedly listened to by the evaluation staff. The evaluation staff and counselors are also difficult to effectively and accurately The effective and accurate approach to this approach can only be achieved through vague language, such as: "lack of enthusiasm," "poor expression," "lack of patience," and "poor tone." Situational interaction technology divides language behavior into three strategic grammars and fifteen language acts. The three major language categories are: Respond, clarify, and avoid misconduct. Throughout the service process, responding to language behavior shows the customer the perception of the service; clarifying the promotion is the persuading skill of the operator; avoiding improper behavior can effectively reduce the emotional stimulation to the customer. Through the guidance of the above situational interaction technology, we can ensure the quality of the service process.
Commissioner real-time coaching system
Although there are interactive technologies and voice recognition, second-line counselors are still required to ensure the quality of service. Is it possible that under the current service of the Commissioner, through timely reminder and guidance, the Commissioner can adjust his behavior in real time during the call, and reduce the burden on the second line supervisor while advancing with better service quality? To achieve these goals, we need the "real-time speech recognition" technology. Real-time conversion of voices of both parties into texts that can be analyzed at the moment of the service of the Commissioner. When the commissioner is in the process of service, if he accidentally uses inappropriate behavior such as authoritative language-company regulations, attacks on customers, etc., we will prompt the Commissioner to avoid misuse. We give positive feedback when the commissioner uses a positive response. The Commissioner can understand the percentage of current responses and misconduct during the call. Remind the Commissioner to use more responsive behavior via dashboards to avoid misuse. Through gamified design, the commissioner is encouraged to work in a good direction.
 
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