Managing Your Metrics: KPIs That Drive Customer Experience

As a leader in your contact center, you’ve likely done due diligence on Key Performance Indicators (KPIs). While you’re familiar with the concept, you may not be certain on which are the most important for your center to regularly analyze.

Below, we’ve laid out some of the most critical metrics that you should be tracking to optimize your contact center.

When measuring your Customer Experience, consider the following KPI recommendations:
Average Time in Queue. It goes without saying that your customers are continuously looking for the quickest resolution. Know that if you can’t provide them with that, a competitor will.
First Call Resolution (FCR). Your center’s FCR is a telltale sign for how knowledgeable your agents are.
Customer Satisfaction. Whether this includes a survey at the end of the call, or a follow-up email after the resolution, it’s important to circle back with your customers to ensure their expectations were met. They’ll appreciate your concern, and you’ll have solid feedback for your center and brand.

When measuring your Inbound and/or Outbound Calls, look at:
Abandon Rate. For legal and compliance reasons, it’s vital to keep a close pulse on your agent availability and call abandonment.
Calls Handled. Be sure your agents are making the most out of their time on the clock.
Call Disposition Codes. Tracking these codes will allow you to reference the reason, outcome, and so forth for the call.

When measuring your Efficiencies, examine your:
Forecast Accuracy. Not being properly equipped for the ebbs and flows of call volume can dig a big hole in your pocket. Forecast your calls accurately to ensure your staffing levels adhere to your staffing needs.
Average Handle Time (AHT). This metric is important for multiple reasons. For one, it’ll help you determine your center’s staffing levels. Understand though, your AHT is not a measure of success – as faster isn’t always better. It’s important to find the harmonious balance between calls that are handled rapidly and those that have exceeded in length.

Lastly, measuring your Cost entails knowing your:
Cost Per Call. Following this metric is beneficial in determining the value of your center. If your inhouse center isn’t making a solid profit, consider an external vendor.
Agent Attrition. The contact center industry has some of the highest attrition rates in the workforce. Ensure your employee retention is on par to avoid excessive expenses on employees lost.

As a full service, turnkey direct marketing solution, partnering with InfoCision means you’ll have access to our robust reporting and metric management through our Command Center and Business Intelligence group.

To learn more about InfoCision’s services, visit www.infocision.com

Building a Business Case: Outsourcing Your Contact Center

If your company looks at your contact center as an expense rather than a return on investment, it’s likely you underestimate the critical role contact centers play in delivering outstanding customer service.  Understand though, your contact center is the best way to keep a pulse on your customer satisfaction and experience, from acquisition to retention, and even win-back. If you haven’t already done so, now is the time to build a successful business case on investing more in your Customer Experience.

Consider the following reasons as to why you should be outsourcing your contact center to build your brand:

1. When you outsource with a trusted vendor, you are able to focus on your core function and let the vendor do what they do best, which brings us to the next point:

2.The executives and operational management of outsourced contact centers have specialized industry knowledge and best practices.

3. Flexibility and scalability is crucial. Your in-house center is doing its best, but it simply can’t compete with what others offer. Partnering with a contact center like InfoCision allows you to quickly ramp up or dial back in size, depending on what your call volume looks like. This type of efficiency reduces your cost per call, and keeps customers happy by minimizing hold times.

4. Bilingual capabilities are vital in connecting with your audience. According to the most recent census,  Hispanics make up over 17% of the US population – and that number will only continue to grow. If you don’t have bilingual capabilities, you’ll likely see your brand take a hit.

5. Last, but certainly not least, we are living in an economy based on experience. If your customer service is anything less than exceptional, your customers will take their business elsewhere. Take care of them, meet their expectations, and have consistent touch points to ensure that the loyalty is there between your valued customers and your brand.

You Get What You Pay For, Period.

Picture this: You’re driving home from work and pondering what to pick up for dinner for your family. To your left, you see a drive thru with those famous gold arches, and to your right is a health foods grocery store. You’re contemplating whether you should spend a quick $15 on some greasy fries and burgers – or, if you should spend a few extra bucks and pick up some nutrient dense eats from the grab-n-go counter at the health foods store.

If you’re vested in providing the best for your family’s health, you’d undoubtedly hang a right and run into the grocery store over the cheaper, fast-food option. You get what you pay for, right?

Now apply that thinking when you’re partnering with a contact center. If you’re trying to cut costs in outsourcing your customer service, you can likely expect to be cutting corners, too.

Contact center pricing directly corresponds to the quality of service you will be receiving; The pricier contact center has higher quality agents – with higher education, which lends a hand to a higher wage expectation, and uses higher quality technology. In short, the price point they charge is a direct correlation to the money they put into their employees and infrastructure.

Sure, you could go with the cheaper route when outsourcing – but then you’d be dealing with the “greasy cheeseburger and fries” version of a contact center provider… and swim suit season is just around the corner.

Build Brand Loyalty with Active Listening

It’s been said time and time again that effective communication is key to any successful relationship. While applicable to the conversations between you and your children, significant other, and coworkers – one of the most important places for this principle to occur is within your contact center.

So, how can something so vital to success get lost in the daily shuffle for your agents? It’s instilled in call center representatives to follow their script when attempting to extinguish customer service fires, yet, words spelled out in a script don’t always convey the proper empathy that your valued customers are yearning – rather, they sound quite robotic.

Empathy and active listening are a duo that go hand in hand – think peanut butter and jelly… You don’t split up combination like that, and if you do, the end results aren’t as great.

For an agent to properly empathize with their customer, said agent must be actively listening to the customer’s frustrations and complaints. Exhibiting active listening in a call center entails asking follow-up questions to fully catch the fine points, not interrupting or cutting off the customer while they express their concerns, and occasionally repeating back what the customer has stated . While active listening may require a bit more time conversing between agent and customer, the customer will always appreciate the extra mile your agent has taken – building brand loyalty and cultivating future conversations.

Coach your agents on the importance of active listening and watch the results come back in a tenfold.

Five Ways to Jump Start Your Sales

Back when you first established your customer care center, you had high hopes for your donor outreach program. But now that some time has elapsed, it’s become clear that you need to overhaul your sales strategy. Your team isn’t generating the results it had hoped for.
Rest assured, your business isn’t alone. Many sales teams continuously fall below quota, despite their resources and experience.

What can you do to fix this problem? Here are five things you can do to jump start your sales:

1. Revamp your marketing strategy: Behind every strong outbound marketing initiative is a comprehensive and data-driven marketing strategy. Customer and donor ecosystems, in other words, need to be carefully targeted and maintained in order to generate repeat income. So if your outbound sales are sluggish, consider taking a hard look at how you are communicating with your target audiences. Consider implementing a robust, multichannel marketing strategy that nurtures and educates leads so that they will feel confident about supporting your brand when the time comes around.
2. Analyze your interactions: You will also want to take a look at how your sales people are interacting with customers. You can have a wealth of data, powerful technologies and a great strategy but you still need highly-skilled agents who know how to communicate with customers, reach common ground and plant the seed for a sale. Make sure to focus on process, and consider offering advanced sales training to help your agents close more deals.
3. Reduce time waste: While sales people are taught to “always be closing,” the truth is that sales teams actually waste a significant amount of time conducting manual backend labor. Work with your sales people to identify time waste, and either eliminate unnecessary processes or invest in automation solutions that will help agents close more deals.
4. Upgrade your technologies: It could be time to upgrade your software or hardware. For instance, how powerful is your customer relationship management solution (CRM)? Consider implementing a CRM solution that integrates with your phone system, so that your sales people always have a wealth of data at their fingertips when engaging with customers.
Of course, this can get very expensive! Which leads us to our next tip…
5. Outsource: Sometimes, the easiest way to fix a solution is to throw your arms up and admit that you don’t have the resources or knowledge to reach your desired outcome. Many businesses are successfully improving their sales efforts by partnering with third party contact center solutions providers offering advanced analytics, powerful hosted infrastructure and amazing customer service agents.

How Your Business Can Provide Better Customer Service

It’s that time of the year again when new reports start streaming in about how companies are handling their customer service. Usually, the reports are mixed.

One report, for instance, shows that energy companies have a lot of work to do in repairing consumer relations. Phone, travel and financial companies are also falling behind in their customer service efforts.

This begs the question: How can companies that are failing in customer service turn things around? It’s not always easy to know what adjustments need to be made. Oftentimes, businesses will attempt to make impactful changes but they will actually do more harm than good.

Here are some common questions, for instance, that business leaders typically struggle with when trying to overhaul their customer service strategies:

  • Do our customers want to speak with live agents?
  • Should we be more active on social media?
  • How can we improve agent friendless?
  • How can we drive more sales in our contact center?
  • What technologies should I be investing in this year?
  • Is my contact center safe from cybercrime?

As you can see, there are many different questions that can arise during this process and it can be very difficult to know which buttons to press as you revise your strategy. And different industries, it should be noted, require different types of customer service solutions. There is no one size fits all customer service strategy that you can implement.

What you can do, however, is outsource your customer service to a high quality contact center solutions provider. By doing so, you can streamline all aspects of customer service and put your operations in the hands of a dedicated team of trusted professionals who know how to communicate with customers and drive sales.

Remember: A failing grade in customer service is not the end of the world. It’s an opportunity to turn things around — especially if all of your competitors are offering poor customer service, too. If your industry is notorious for poor service, like pay TV or energy, consider rebuilding your image as a customer-friendly organization. It simply requires a shift in strategy and attitude, and a willingness to try something new.

To get the process started, consider outsourcing your customer service operations to a third party contact center solutions provider. You will get access to premium agents, high quality infrastructure and much more. It’s a simple way to transform your customer relationships.

So if your business is failing in its customer service efforts, consider making 2018 the year that you become a customer-centric organization. Then, watch the dollars pile up.

Tips for Keeping Your Contact Center Agents Engaged

Ask any manager about the hardest part of his or her job, and you will likely hear the same response: Keeping team members engaged and motivated at their desks, and committed to doing great work.

It’s well known that employee engagement is vital for success, especially in a contact center setting. Employee engagement, in this sense, refers to the emotional connection that employees have to their jobs. Employees need to feel like their job is interesting and meaningful in order to stick around.

What can you do to improve agent engagement? Here are some tips for keeping contact center agents excited about coming to work in the morning.

  1. Place a premium on good agents: First, make sure that you are giving agents the respect that they deserve, by recognizing them as vital contributing members to the success of the organization. Agents have hard jobs, fielding call after call throughout the day assisting customers and driving sales. The more you value them, and the better your company treats them, the more they will give back to your organization in terms of effort and loyalty. Don’t look at the contact center as a place for entry-level workers, but experienced professionals who know what they are doing.
  2. Ask for feedback: How can you show your workers that you appreciate their efforts? One way is to ask for their honest feedback about their roles as communicators, as you look for ways to improve operations. By asking for feedback, and then forming and following up on improvement plans, you can make sure everyone has a voice to express their ideas.
  3. Celebrate victories: Business mogul Mark Cuban used to walk through the cubicles at his company MicroSolutions and hand out $100 bills to sales associates after a record sales month, or similar special occasions. By taking the time to celebrate small victories, you can keep your employees excited about coming to work and striving to do better.
  4. Hold regular reviews: Even if your department is autonomous, it’s a good idea to hold reviews from time to time to hold team members accountable and make sure they are reaching their goals. Let your employees know you are committed to improving their careers and positions.
  5. Encourage team building: Great teams are built on trust and cooperation. It’s vital for employees to get to know one another, so they can feel comfortable relying on one another throughout the day. Consider hosting special team building sessions and social events where employees can get to know each other.
  6. Use real-time reporting: Sometimes, a bit of pressure and oversight is needed to keep team members producing at a high level. Consider using a real-time reporting suite throughout the day to keep agents on track and motivated to hit their numbers.

 

Do You Really Need ‘Passion’ in Your Contact Center?

Most customer service experts today will tell you that “passion” is one of the most critical elements that a contact center can have. But what exactly does it mean to be passionate in a contact center setting?

Passion, in this sense, refers to the attitude of your customer service employees. The idea is that if you fill your contact center with people who are excited and enthusiastic about customer service, and their roles as customer communicators, it will result in higher satisfaction ratings and improved sales.

Just recently, for instance, we saw what passion can do for a team when American league MVP Jose Altuve  –  the smallest, but most exciting players in baseball — helped launch the Houston Astros to a World Series title. His constant enthusiasm, and love of baseball, helped elevate the Astros to a much higher level. As Altuve proved, passion can be highly infectious — and it can galvanize a team and make them much more effective.

Here are some more benefits to hiring passionate workers:

Better conversations: Think about what it’s like talking to someone who is upbeat and in a good mood, versus someone who sounds grumpy. When the person you are talking to sounds passionate and like they truly want to help you, it results in a smoother and more pleasant conversation. The tone of an agent’s voice, as well as their energy and enthusiasm, can go a long way in shaping the direction of a conversation. A good rule of thumb is to trust your gut feeling when interviewing employees. Go for customer service employees who are easy to talk to, and upbeat.

Remember also that the people answering your phones will literally be the voice of your brand. What do you want your brand to sound like?

Faster resolutions: Passionate and friendly-sounding agents also serve another purpose: They help resolve customer issues faster. An agent, after all, can be one of two things — a road block, or a fast-late to issue resolution for a customer. If an agent and a customer get off on the wrong foot, it can result in an argument, an escalation or a hang-up. And none of these are desirable outcomes during a customer interaction.

Stronger teamwork: Going back to the Altuve reference, teamwork is imperative for success in a fast-paced customer service setting. Workers need to be comfortable communicating and relying on one another to solve problems. No customer service agent should be an island. People who are passionate about their jobs are usually much more willing to help others and solve problems as a group.

 

Planning for the Future in Your Contact Center

As a customer service administrator, you need to think about the short term and the long term success of your department. This requires looking past the daily issues facing your team, and engaging in some future planning.

Ask yourself the following question: Where exactly do you want your contact center to be in a year? It may be time to make some critical changes to your strategy.

As you already know, change does not typically come quickly in a traditional contact center setting. It can be hard enough even getting budgetary approval for things like new equipment, more agents or better CRM software when you manage your own facility. After all, an in-house contact center must compete with other departments in the enterprise for financing.

The best way to fast-track change in your contact center is to outsource operations to a third party solutions provider. In doing so, you won’t have to wait a year for change. You will experience a turnaround in performance almost instantaneously.

Here are some of the benefits you can expect to see by outsourcing your contact center:

Stronger agents: You will no longer have to worry about hiring, training and managing customer service agents. By outsourcing to a third party contact center solutions provider, you will receive access to premium agents who are already highly-trained and experienced in dealing with a variety of issues. This will eliminate a great deal of time and hassle, while also mitigating risk and improving results.

Less turnover: Another major upside to outsourcing your customer service operations is that you won’t have to worry about contact center attrition. This is typically very high in contact centers, and it’s both expensive and inconvenient. It’s also bad for morale.

Reduced overhead: Right now you are paying for everything from office chairs to lights to headsets. Overhead is extremely expensive, and oftentimes customer service departments lack the necessary funding to keep them running at a high level. Outsourcing, however, will ensure that the people communicating with your customers are always using the latest and most effective equipment on the market. And you won’t have to pay extra for any of it.

Improved donor relations: Donor ecosystems need to be carefully maintained day in and day out. Oftentimes, in-house customer service departments struggle to provide the extra attention that is needed keep donors happy and contributing to campaigns. Outsourcing providers, though, specialize in executing high quality, data-driven donor outreach initiatives.

More sales: Ultimately, contact centers — like all departments — are judged on a cost vs. profit basis. And many departments are spending a lot more than they are bringing in. By outsourcing, you will boost sales and you will only have to pay a small monthly price.

 

How to Win Back Customers

We often speak about the “customer journey” or the overall experience that a customer has with an organization. The customer journey starts when a customer first interacts with a brand, and continues each subsequent time.

Here’s the thing about the customer journey, though: As much as we want it to be a predictable process, the customer journey is anything but that. Customers, in other words — even loyal ones making repeat purchases — may stray to competitors and explore other brands from time to time. And there is no guarantee that they will come back.

For marketers and sales representatives it can be challenging trying to understand why customers leave — when one minute a customer seems happy, and the next they are simply gone. A customer may decide to delete his or her account, cancel a subscription or stop contributing to a fundraising campaign with little to no warning.

When this happens to one customer, it may not be that noticeable. But when it starts happening in large numbers, it can be very troubling. Understand, though, that it’s possible to win back unhappy customers and make them fall in love with your brand again.

Here are some things you can try:

Stop the bleeding: I encourage you to take a holistic approach to customer care. When problems arise, and customers are unhappy, you need to get to the root cause and fix it. Perhaps your prices are too high, or you made a recent change in a product. Or, maybe your customer service department is in need of a new retention strategy. So when a customer cancels a subscription, deletes an account or stops making repeat purchases, don’t be afraid to ask why they are unhappy with your company and what you could do to serve them more effectively. The best way to do this is through email, or even snail mail. Just make sure to always thank customers for their time and feedback.

Ask customers to come back: A few weeks or months after you send out the above-mentioned survey, don’t be afraid to send a thank you note back to the customer, letting him or her know that you have taken his or her feedback into consideration and would love to have them back. You can use this opportunity to offer incentives, too. If you don’t ask customers to come back, they may not think to do so on their own.

Don’t make the same mistakes twice: Use the information gleaned from customer surveys and online reviews to make your company better. The last thing you want to do is win a customer back, only to have him or her leave for the same reason! For instance, if a customer unsubscribes from a service because they are receiving too many emails, don’t start spamming them again. Use insight to make your brand more in tune with customers’ needs.