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DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products.
DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.
The following article presents product or service information relating to call centers and customer service help desks.
Agent-level Customer Feedback and the Impact on
First Contact Resolution - Page 4
by Dr. Jodie Monger and Dr. Cherie Keen
Overview of CATs Relative to This Research
The ideal situation for a contact center manager is to have the customers’ perception of service quantitatively linked to the internal metrics currently used to manage the contact center. By having all of this data in one place, the manager is able to make better decisions based on both the Voice of the Customer and internal processes. The CATs program data can be linked to specific internal metrics, enabling a manager to understand how a change in one of the metrics will ultimately affect First Contact Resolution and customer satisfaction with the contact.
CATs works by greeting callers at the beginning of the call with a request to provide feedback at the end of the call to evaluate the interaction. This is done without the agent knowing of the impending evaluation by the caller. When they are done speaking with the agent, they are connected to a CAT survey. Because the request for feedback is immediate and non-intrusive, response rates are very high and confidence levels of 95 percent and higher are easily achievable.
This type of feedback system allows you to collect both quantitative and qualitative data in the customers’ own words, allows for branching of questions, alerts for less-thanacceptable service, and connects the results to a specific agent. By implementing such a system, the true voice of the customer can be captured. The flexibility of the ongoing measurement approach provides the platform to gather any additional customer intelligence. The contact center is leveraged to the entire organization by implementing a real-time survey program that can be fully hosted, requiring no hardware or software.
A strong emphasis can be placed on the Voice of the Customer program because CATs is a valid measure of the customer experience. CATs focuses on the real-time capture of caller perceptions on the level of service they received from the contact center. With a stringent quality control process in place, CATs can assure agent-level results are reliable and valid. For this paper, we focused on the results of caller satisfaction from the CATs solution and an internal IVR data collection method to identify the impact of agent-level feedback on First Contact Resolution and the ROI of both programs.
Introduction to the Research Project
For both contact centers, Metrics performed a thorough and comprehensive study to design the survey scripts to effectively quantify callers’ perception of the service. While the two centers had different methods to capture the feedback, there were several common questions for comparative analysis purposes.
The two centers were selected because they were easily comparable to one another. Each center averaged about 30,000 calls per month. Each center had roughly the same amount of agents answering calls. Since Call Center B chose to implement the survey via their own IVR system and Call Center A implemented CATs, Call Center B could not drill down to the agent level with the results. In short, this situation created an excellent opportunity to conduct a scientifically sound research project.
Research Methodology
The survey instrument was approved by the users of the information in each center consisting of representatives from the monitoring team and contact center supervisors. The survey was not changed at any point during the research process in order to provide consistent and valid data throughout the study.
Following the first measurement period, each center outlined the changes in the work process of the agents before and after implementing the caller feedback programs. Metrics then reviewed and revised the data elements required to quantify the performance and financial impact that the centers realized. Our primary concern was to be certain that we understood the process that was in place and that we were accurately portraying the contact center operation before and after implementation of the caller feedback program.
While Metrics clearly expected to find positive performance improvement, there were no guarantees. Whatever conclusions were made would be driven and supported by the customer evaluations gathered from the centers during the study. At a high level for Call Center B, their caller satisfaction reports from the IVR survey allowed center managers to see the impact of collecting real-time customer feedback for the center as a whole. But for Call Center A, the availability of CATs reports has focused the attention of every agent on the importance of each call. Any call may have been selected for a CATs evaluation. The culture has now absorbed the fact that each contact is a customer relationship that needs to be managed effectively. The introduction of CATs, if nothing else, has focused the agents on the need for call quality on each and every call. Since Call Center B did not collect agent-level data, it is not known if the results would have been as striking. The anonymity of the agents in Call Center B creates a “not my problem, it was only a few calls today that I didn’t handle well” attitude with respect to overall center performance and caller satisfaction.
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CRM Call Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.
Call Center Phone System
The PACER is a call center phone system that handles inbound and outbound calls for a wide range of contact centers. Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to your service agents. The PACER includes ACD and IVR components, plus call recording capability. Using industry standard components, the PACER phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost. And the PACER has predictive dialing capability that cannot be found in most of these larger phone systems. The PACER phone system can connect calls to your employees working at home or in a local or remote office. The PACER communicates with applications written on Unix, Linux, or PC servers over a LAN. For a complete product presentation, download our PACER demo.
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