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Get Your Call Center Uberfied! The Importance of Ratings for Agent Performance

Get Your Call Center Uberfied! The Importance of Ratings for Agent Performance

[fa icon="calendar"] Feb 1, 2016 11:39:00 AM / by Briana Songer

Briana Songer

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Five months ago, my taxi experience was revolutionized with the Uber app (yes, I was a late bloomer). But more than the timely arrival of my cab, I was really impressed by the ability to click those 5 stars and thank my driver for the bottle of water he offered me. Gamification at its finest: A direct line of communication between my experience and the employee's performance. Power in the hands of the consumer-power to express my voice and know the right person got my feedback.

But while this type of convenient, real-time rating service is surfacing in other fields, it hasn't taken off in call centers. PlayVox is changing that.

PlayVox understands that driving data down to the agent level is what improves contact center productivity and efficiency. The release of our new star rating tool allows the customer to score their experience-providing instant feedback to their service agent.

If you're managing a call center, you know the voice of the customer is one of the most vital metrics to agent accountability in performance and quality. You've probably been measuring VOC consistently, providing results at an executive or team leader level. But what about the agents? How frequently does your front-line team see direct customer feedback? 

By knowing how a customer talks to a call agent, you have better clarity in your coaching. Even better is when your agents know exactly what the customer wants so phone skills improve.

No matter what business you're in, it's important to measure VOC as often as possible since needs of the customer always vary.

Voice of the Customer in Retail

The retail industry can have fickle customers, so analyzing the voice of those people is all the more important. However, experts note the retail industry doesn't analyze VOC nearly enough. This comes from a fear of getting VOC wrong.

It's all the more reason a real-time tool is the best choice so gathering data from customers isn't done by outside interpretation. Otherwise, you'd have to invest time in hiring a steering committee to get yourself better organized.

The best way to gather VOC is through the customer giving a rating immediately after talking to an agent. With our new product, the customer receives an email notification and text message about their sent rating. We compile this data into dashboards that agents and team leaders can instantly analyze.

 

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With sales frequently involved in retail, an agent can immediately see what techniques they used right or wrong. Managers who train your agents can take this information as well and apply better approaches to sales technique. The same goes for handling phone orders or dealing with refunds.

Voice of the Customer in the Insurance Industry

If you work in the insurance industry, you already know the sensitive nature of selling insurance over the phone. However, it goes beyond sales and into dealing with existing customers wanting answers to complicated questions.

Frequently, those calling about insurance have serious problems like a car accident aftermath, or a house fire. These customers are usually stressed and may get easily upset on the phone if they don't receive the information they need.

It's all the more imperative your call center agents deal with these people in the right way. Not using proper responses or empathy with callers could lead to customers taking their business elsewhere.

A real-time rating tool can help agents understand what they're doing wrong and find better training in emotional support.

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Voice of the Customer in Banks

Anything to do with finances can lead to temperamental phone calls. Outside of dealing with insurance issues above, any problems with finances may lead to stressed callers. Your phone center agents could easily get burned out if they don't know how to handle these clients.

This can complicate things considering the banking industry offers a variety of services and products. It may lead to various complex scenarios where listening to the voice of the customer is essential.

Experts in this field note that calls may focus on problems like interest rates, phone wait times, or issues related to theft and fraud. All of these can bring irate callers and require different expert responses.

You may divide up your phone center callers to handle specific situations like above. If you do, you can get better focus based on the voice of customers. Each department can improve in one specific area rather than training several agents to deal with different scenarios.

Voice of the Customer in the Tourism Industry

You may not get many volatile phone calls from customers calling into your tourism business. This isn't to say certain situations couldn't happen to cause stress for your call agents. Those planning vacations and business travel want their itineraries perfected, and mistakes could lead to complaints.

Particularly with business travel, customers are sometimes under pressure and may show their temper on the phone. With their demands for superior customer service, your agents may miss something that prevents proper resolutions.

Real-time ratings can help you get things adjusted quickly so you don't waste time. Time is of the essence in tourism since a customer could easily leave to your competitors.

Voice of the Customer in the Hospitality Industry

Many experts in the hotel industry say the voice of the customer gets defined with two words: listen; act. The hotel business is highly competitive, and not listening to your customers about how they work with your phone agents can easily lead to bad online reviews.

Our real-time call center agent satisfaction rating tool is allows for personalized and direct customer to agent feedback. Listen to your customers and take next best actions in forms of recognition or coaching to improve agent performance and increase overall customer satisfaction.

 

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Contact us here at PlayVox to learn more about our new review tool and how we can help your call center operate at optimum level.

Topics: customer experience,, VOC, rating tools

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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