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Struggling to optimize CSAT without sacrificing AHT?
Have your cake and eat it too!
Master Class series – Contact Center Webinar
Carolyn Blunt, FCIPD
• Award-winning UK Training Provider established 2003 –Real Results Consultancy
• Experts in Contact Centre & People Development
• Team of 12 led by Carolyn Blunt – Most Respected Person in the UK Contact Centre Industry (CCH Awards) and expert customer service author
Pascal Leclerc
• 20+ years in contact center workforce management (Atelka, Bell Inc.)
• Gamification influencer and advocate for Employee Engagement
• Co-Founder nGUVU: mission is to create a better everyday work experience for contact center agents
Let’s make this webinar interactive
How to participate
1. Twitter: #nGUVUwebinar
2. Webinar polls
3. Webinar chat
AHT is NOT the bad guy!
Fashionable to remove targets and visibility of talk time
Incremental rise in AHT over two
years
It’s HOW you use it that counts…
Research Phase
Immersion Package: Call listening, focus groups,
observations, desktop analysis
Review of Tech, KM, Quality Framework
Uncovering opportunity to increase efficiency without affecting CX, Sales or FCR
real-results.co.uk/wp-content/uploads/Boots-Case-Study.pdf
• Some Agents took 240 seconds to book a customer appointment, whilst others took 480 seconds
• Why?
• Unnecessary Information
• Listen to avoid repetition
• Being ready to personalize
• Keeping control and signposting
“Further listening to call recordings off sitewas completed and opportunities found to reduce Average Handling Time (AHT) without loss of customer experience.”
“Into January we have seen things decrease by approx. 60 seconds which is huge and also across
the One Health teams we are seeing consistent handle times of around 5 minutes which is good
too.”
“We have an overall reduction of more than 30 seconds in AHT attributed to the change in call
content and training. This is worth 15 FTE and over £330k but our previously fastest agents have increased in AHT and repeat call volume has
reduced by 2%”
Call Listening
Why was the customer calling?What was the customer’s mood?How could this call have been made more
efficient?Would this have made the customer
experience better or worse?
Action The Customer Need
• Focus on the action you need to take; not the discussion you may feel compelled to have.
• Don’t over complicate things.
• Sort out what they called for as quickly and clearly as you can.
• Be purposeful, no lethargy, minimal silence.
• Use your Knowledge Management system
• Apply the Gesture of Goodwill where needed