Happy are the customers who know where they are

MOST call centres aim to resolve issues at the first point of contact -- but this is rarely the case when it comes to more deep-rooted problems.

For example, when an agent is unable to complete a request and needs to pass the call to a back office knowledge worker but is unable to get through to someone more capable, the caller can end up having to leave a message.

The result: reduced customer satisfaction, waste of the caller’s time and potentially more issues for another agent as the caller will invariably ring back.

The solutions, with UC, are instant messaging (IM) and presence together with skills options.  Now, from the desktop, the agent can check if the appropriate back office worker is present or select the appropriate skills and be shown the available people who can resolve the issue.  The agent can contact one of them via IM – or bring her/him in on a conference call -- knowing they can help.

Not only are customers more satisfied, they know where they are at every step of the way.  Furthermore, the CRM database can be updated by the agent in the normal manner so the transaction process is more fluid and uncompromised.

So the benefits are significant, but if used inappropriately individuals will default to the process they had before.  This could occur when back office staff are marked busy and front line staff ignore the status and continuously post questions to individuals, or back office staff are permanently marked busy or “do not disturb” so they are uncontactable,

In future, UC could significantly improve staff retention if agents can achieve more of their goals – for example, first contact resolution -- as this will improve the quality of their work and the perceived value in the process.  After all, it is much easier and satisfying to deal with happy customers.

Alex Donnelly is portfolio manager at Damovo UK. 

Contact him at: alex.donnelly@damovo.com