Identifying Contact Centre Poor Business Processes

Anwesha Roy

Poor contact centre experience can permanently put off customers

Strategy
Identifying Contact Centre Poor Business Processes

A poor contact centre experience can permanently put off your customer and cost you valuable business. Research suggests that nearly 3 in 4 customers would switch providers after a bad experience. So, it makes sense that you’d want to pre-emptively identify the root cause of these issues before they can cause any damage. Here are seven ideas for identifying poor business processes in your contact centre.  

  1. Plot your CSAT and NPS scores on a daily basis 

CSAT and NPS are two of the most frequently measured indicators of customer engagement and satisfaction. While there will be occasional dips and spikes in these metrics, the contact centre should be able to provide a consistent quality of CX, which keeps these metrics within a stable threshold. Investigate any abnormal deviations from the threshold immediately.  

  1. Analyse historical call recordings 

Call recordings can reveal if your processes are achieving the intended outcomes if agents are adhering to scripts and calling benchmarks and if you are meeting the requisite numbers. If there is a trend of non-compliance in call recordings, it could mean that the process is ineffective, to begin with, and must be revisited.

  1. Conduct eNPS surveys 

Just like net promoter scores indicate customer engagement and loyalty, eNPS can surface valuable insights into employee experience and sentiment in a contact centre. A low eNPS might indicate the need to change your workforce management processes. Solicit feedback from agents to find the root cause of disengagement among the workforce.  

  1. Monitor essential KPIs like agent idle time, speed to answer, and occupancy rate

These KPIs are important indicators of contact centre performance, capturing if agents are following the processes as prescribed and if the processes themselves are effective in achieving the required outcomes. Technology intervention might be required to remove inefficiencies, such as avoidable delays in routing incoming calls to an agent.  

  1. Undertake detailed exit interviews 

Nearly every contact centre will experience a higher-than-average turnover rate, and it can be useful to ask employees leaving the organisation for their feedback on processes. This group of workers will be more open with feedback, and you’ll be able to garner surprising insights into business processes, their impact on the workforce, and if any meaningful changes are possible.  

  1. Audit your training program design regularly 

Contact centre employees need regular training on new product enhancements, emerging technologies, soft skills, team building, and a variety of other areas. In a high-pressure work environment, training and upskilling can provide that essential space for engaging with co-workers and receiving feedback. Audits will help to identify gaps in your training program and to keep the program updated as per immediate requirements.  

  1. Involve cross-departmental collaborators in performance analysis 

Contact centres are often regarded as a completely independent arm of the organisation, despite deep process dependencies. Cross-departmental performance analysis can give you a more objective perspective on KPI adherence and agent outcomes, highlighting key gaps in your processes.  

 

 


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