How Conversational AI assists Contact Centers?
Advanced Analytics assists Contact centers to hasten the decision making with real-time insights. It extends tremendous support for the Business Process Outsourcing Companies in improving their Key Performance Indicators thereby enhancing customer satisfaction.
In the competitive industry, building trust over a brand is inevitable. The companies are increasingly investing in service centers to improve the key determinants like customer acquisition, customer retention, and customer margin. The contact centers are continuously evolving at a fast pace to meet the customer’s demand anytime. They serve as a bridge between the brand and the customers. Establishing a strong customer base is vital for every business and the contact center does this job effectively.
Frontline staff at the war front:
The frontline staff is the first point of contact for the customers with the company. They are also responsible for retaining a business reputation. The expectations of the customers are tremendously increasing over time and the frontline staff needs to be well equipped to satisfy the customer’s needs. Also in the fast-paced environment, everyone expects things to get done fast.
The Frontline staff are upskilled on the product completely to deal with the most difficult customers. But due to high attrition in the service center sectors, the new staff are not well educated on the product leading to the frustration of the customers.
There is a pressing need in the industry to implement a software solution that behaves like more of a data assistant to these frontline employees. The conversational AI ensures that the customer receives a more personalized and quick response. When the frontline staff is faced with similar kinds of requests from the customers, the conversational AI connects to the data in the past and provides the relevant suggestions to the staff. The resolution time of the queries will greatly be improved which in turn provides positive customer feedback.
Major Concerns of a Contact Center:
High Attrition Rate:
High Attrition Rate is an alarming concern of the contact center industry that has to be addressed. Every customer expects instant resolution for their real-time queries. The front-line staff should be well equipped and trained with accurate solutions to avoid potential customer’s turn-off. Oftentimes, the new service staff is unaware of the past queries and how the organization resolved them previously. The attrition rate necessitates the contact center company to hire and train the new staff which imbibes huge costs.
First-call resolution (FCR):
First-call resolution (FCR) is widely regarded as an important facet for achieving customer satisfaction in the Contact Centre. However, as today’s customers tend to ring with increasingly complex queries, it isn’t always possible to provide an immediate answer. If callers end up having to speak to several agents regarding a single inquiry, the customer experience becomes inefficient and satisfaction levels plummet.
A recent survey reveals that 20 to 30 percent of a Contact Centre’s call volume is callbacks from previous, unresolved issues. In another survey, it was found that 70% of UK customers speak to an average of two to five customer service representatives before resolving a single issue which has reflected the preference of consumers across the UK from Contact Centres to various other channels like email, chat, or use social media or mobile apps and a host of other sources to drop a line.
Lack of Information:
The customers contact the service centers for information. When the service agent is unequipped with the solution, they put the customers on hold. The customer gets aggravated and frustrated when they have to wait for long. The waiting time is the biggest turn-off for a customer seeking help on an issue.
Many of the contact centers have been using Interactive Voice Recording Systems to reduce the number of calls reaching an actual agent. This helps reduce the cost of the customer care service of a company but also has its downsides. Some say the voice prompts are difficult to understand and give too much data in too short a time (Misrouted analysis). Also, most of the time, customers dislike talking to a machine and request to be transferred to an agent thereby increasing the customer drop out rate.
These problems faced by contact centers can be effectively resolved by Conversational AI-led analytics. Stay tuned to find out how Conversational AI could resolve the contact center’s problems in our 2nd edition of ‘Conversational AI-led analytics is indeed the game-changer for contact centers.’
If you are looking for a tool that will resolve all of these issues efficiently, we have an amazing tool “FLASH” available to you. Contact Team FLASH at firstname.lastname@example.org or visit the website https://flash.genisights.com/ to know more about its capabilities and benefits. You can also schedule a demo now with the Team FLASH to discuss the details of your requirements.
Learn how Advanced Analytics aids the contact centers to enhance the customer experience thereby converting contact centers to revenue centers. Our Conversational AI product FLASH comes handy providing meaningful insights in just a matter of seconds.
Conversational AI-led analytics is indeed the game-changer for contact centers will be a 3 part blog. The first part concentrating on the problems faced by the contact centers followed by the solutions conversational AI could offer in part 2 and how the conversational AI solves the problems in real-time in part 3 of the blog.