Comments for Call Center Insights | A Blog by Inova Solutions

Comment on Integrating Customer Service by Joe McFadden

Joe McFadden — Thu, 05 Jan 2012 17:33:54 +0000

I definitely agree that integration makes for a much better customer experience. People don’t want to feel like they are getting “talked at” by a call center representative who is reading a script. Integration makes for a much more personal and streamlined experience.

Comment on FCR and Customer Satisfaction: A Match Made in Heaven by Joe McFadden

Joe McFadden — Tue, 13 Dec 2011 19:44:55 +0000

You make a great point about when dealing with complex issues. Sometimes the representative who fields the call doesn’t have all the answers. But they need to be able to recognize when it’s time to ditch the script, help the customer as much as possible and find a team member who can take it one step further.

Comment on Creating Effective Customer Satisfaction Surveys by David Nowell

David Nowell — Thu, 03 Nov 2011 13:26:39 +0000

likert-type scales are a great way of identifying variability in customer service experience…i recently posted about the risks of misusing these scales in data collection (actually fairly common in day to day practice!): http://www.psychologytoday.com/blog/intrinsic-motivation-and-magical-unicorns/201111/the-ruination-the-likert-scale

Comment on What is the best way to calculate service level in the contact center? by AAshish

AAshish — Thu, 18 Aug 2011 17:38:10 +0000

Simple Calculation to calculate Service Level is

Total Call – Abandon Calls / Total Calls X 100

You need to take Abandon calls as per process. If calls are to be answered after 20 sec which is standard time across bpo’s then abandon calls will be taken after 20 sec.

Comment on Recapture Poor Customer Service Losses, $243 at a Time by Utilizing the Correlation between CSAT and Interaction Cost: A Three-Step Action Plan | Call Center Insights | A Blog by Inova Solutions

Thu, 18 Aug 2011 11:05:07 +0000

[...] at 4.33 out of 5 (highly satisfied), and cost an average of $162 per interaction. Compare this to my analysis last year, regarding the cost of poor customer service. The average value of each lost [...]

Comment on Call Center Metrics: A Discussion by Art

Art — Thu, 04 Aug 2011 16:16:47 +0000

Thanks Maureen…I appreciate the insight..

I am going to sound like a salesman here..which is not my intent..I left the Fraud corporate world to join a start-up that I felt addresses the interogation that we put customers through today…The reality is…Authentication adds time to every call so it is remarkably expensive, customers find it frustrating and teh criminals can answer the question..The company I work for will validate or authenticate the inbound call..asses the risk..before the call is answered..Its a win, win win,,Most of the large banks are now engaged..mostly from the fraud side..to capture the spoof calls and stop fraud…Now they are recognizing tghey can take out significant time on every call and improve the customer expereince..and add better security.ROI is running 6 to 1..

I reached out to several people who are in the call center realm to get perrspective..So I do appreciate getting your perspective and feedback..Thank you

Comment on MARTA Contact Center KPIs by How do you find industry standards for your call center metrics? Ask your customers! | Call Center Insights | A Blog by Inova Solutions

Fri, 01 Jul 2011 12:55:29 +0000

[...] Work with your marketing team when they conduct market research: More than likely your marketing department does a market research survey once a year or so. They will be just as interested in this information as you are, so work with them to include questions about your most important metrics. If you exceed your customers’ expectations, your marketing department can promote that in marketing materials to attract new business. See Tom’s post from August 16, 2010. [...]

Comment on Call Center Metrics: A Discussion by Maureen

Maureen — Tue, 28 Jun 2011 17:31:41 +0000

Thanks for your comment Art! My thought is that even though customer authentication can be a nuisance, it is still a necessity. When a customer is in a hurry to get the information they need, they can often lose sight of the importance of protecting their information (sometimes I have to remind myself of this when calling customer service lines). In my opinion, it’s the redundancy that causes customer irritation. For example, if you’re calling a bank and have to enter your account number then an agent answers and asks for your account number again, it’s having to provide the same information twice, not the authentication itself, that makes customers impatient. If companies started including more interesting information it would accomplish the necessary authentication process, but would give variety to the customer. Companies could include questions such as, “What was the name of your first pet?” and “What color was your first car?” and other questions used frequently for online password recovery.

Comment on Call Center Metrics: A Discussion by Art Barger

Art Barger — Mon, 27 Jun 2011 22:48:31 +0000

Hi Maureen,

Whats your perspective on todays Customer Authentication process as it relates to both Fraud and, more importantly, the Customer Experience. I am talking about the various degree’s of intergation we put good cuswtomers through to Augthenticate them..It adds time to most calls, doesnt stop the criminals who want to take over an account and in my experience customers are growing tired of it…Your closer to this issue than me and am curious to hear yours or others perspective. To me the call center industry has become desensitized to authentication..we think there are no choices..Your thoughts?

Comment on What is the best way to calculate service level in the contact center? by Eugênio Carlos da Silva

Eugênio Carlos da Silva — Tue, 31 May 2011 20:05:58 +0000

Very good.
I agree that a separate calculation tailored for each medium is better.
The Service Level is very important to service quality.
In my analysis, I found a direct correlation between the service level and repeat calls,ie first call resolution.