A leading brand in the TELCO sector had contracted a BPO to handle its call centre operations; they would then encounter performance challenges. To address the negative impact on KPIs and customer experience the said brand contacted Genii Analytics to try and determine which challenges sat within the BPO’s control and which were in their control.
Needless to say, understanding this distinction is crucial for leaders who want to address the root causes of performance challenges and implement effective solutions. The Genii Interaction Intelligence Solution which is a collaborative effort was then underway. We focused on all customer satisfaction and operational efficiency KPIs analyzed every 4 weeks to address persistent issues from regular and ad-hoc tasks. We discovered the root cause hidden in numerous fundamental agent knowledge challenges that impacted multiple KPIs due to customers not being serviced effectively. Calling a customer care team twice for something that can be resolved on 1 call can be uncomfortable for the customers and contact center agents.
We provided the client and their BPO provider focus areas with valuable insights and actions to drive change. Identifying knowledge as the root cause driving low first-call resolution and low customer satisfaction helped the brand and BPO effectively change areas hindering business growth.
They found the operational insights invaluable, and the 100% visibility into their customer interactions allowed them to see so much that they hadn’t seen before. Seeing the specific knowledge challenges showcased in the Genii insights, the Telco team and the BPO provider knew immediate action was required.
Agent behaviors when there are knowledge gaps allude to those that have negative customer impacts. Agent calls were found to be longer due to call avoidance and 43% of the agents drove this, due to not knowing how to resolve certain customer challenges, not having confidence in how to use the systems effectively, troubleshooting, and lastly the processes to follow. This organically drives repeat calls due to expectations not being set effectively, and trying to get agents to use the knowledge base tool or educate customers on self-service seems less likely to happen.
SOLUTIONS
With the help of Genii Analytics the operations teams immediately filled in the knowledge gaps and ran regular knowledge tests to boost confidence. The goal was to improve the use of given tools and processes to drive efficient customer experience.
Within Genii Interaction Intelligence, the operations team gained insight visibility across their entire contact center: which agents and KPIs are most impacted by agent-driven behaviors.
The Client has since made massive strides forward after identifying areas of improvement across customer service, compliance, and operational efficiencies.
In a short space, agent-driven issues in FCR reduced from 43% to 7%, and repeat calls reduced from 40% to 20%, which contributed to a 59% improvement in handle time.
BIGGEST BENEFIT?
The Operations team is confident in their action plans as they identify the root causes. From agents to senior management, it excites them to see continued growth and business improvements and know how to duplicate it with the help of the Genii Interaction Intelligent Solution. This also means that their customers are much happier with the knowledgeable support, that can also educate them to self-serve. It’s a relieving upward trend!
