Voice communication is still considered as a powerful channel for customer relations, letting customers easily express their problems and a situation in their preferred language and get empathetic support when needed. So, the significance of improving the productivity of the voice process agents is to be considered by all call centers looking forward to up their customer service for their clients. Besides, the unexpected events like the global pandemic crisis and expected events like holiday season can spike call volumes by multiple times. Hence, it is essential to keep your voice-based customer service team all ready.
Here are some ways to capitalize on voice process benefits by improving it.
Traffic data analysis
A great way to handle a continuous, high volume of calls is to have adequate number of agents in the team and traffic data analysis. Analyzing traffic data of the previous few years and the present year can provide you enough insights to handle the volume of incoming calls. Call centers have tons of software and call management solutions to extract such data. This is the initial step towards avoiding over-staffing and under-staffing.
Training and tools to help with real-time response
In voice process, the importance of right training of agents is very crucial because communications happen in real time. Agents must be capable of providing accurate responses to different requests coming from different customers with different situations. This implies that agents should receive proper training in the behavioral code of “live” communication alongside expertise with call management tools and CRM to get quick and necessary information about customers’ requests. Getting timely access to knowledgebase will help agents personalize their responses promptly. Therefore, it is important that customer information is stored at a centralized system and mot scattered across multiple channels.
Advancements for optimizing voice channel
While the ability to show emotions is a plus for voice process, but angry customers are sometimes difficult to handle over calls and it is a mentally taxing process for call representatives.
Therefore, right support from supervisors is critical for agents’ success. This support should no longer be limited to replaying recordings of customer interactions or session debriefing because these only helps with observation and not with real- time implementation. Thanks techniques being greatly used in call centers today like speech-to-text methods and automated voice analysis. These have made accompanying and guiding an agent in real-time possible. They are useful when agents are handling particularly difficult customers.
Greater reliance on technology
Embracing technology is imperative for success. When considering voice process, the automated transcription and voice exchange analysis tools make it feasible to evaluate the content and quality of communication exchanges, alongside usage of emotions by a team or an agent more reliably, not just from past communications but also in real-time. There are software that can now detect voice tone, usage of vocabulary and other factors to determine the tension level between agents and customers.
Voice is something so inherently human, which gives a sense of authenticity and uniqueness. It is for this reason that companies who put greater emphasis on voice process to offer exceptional customer service will continue to get points.
