If interactions with customers somehow go a little wrong, they are quick to react.
Within moments of a sub-optimal experience taking place, businesses can find themselves unfairly pilloried on social media – often before they are even aware that there might be an issue.
It is a modern phenomenon which underlines just how vital it is to deliver a brilliant service.
And it highlights how frontline, customer-facing employees often have just one chance of saying the right thing.
When things move THAT fast, organisations must react quickly to ensure their customers feel valued every step of the way.
In the context of phone interactions, that means real-time call monitoring, recording and advanced analytics are the latest must-haves.
“It used to be the case that call centre managers wandered around the room trying to get a sense that all was well simply by listening to one-sided conversations – today, we are in an entirely different place,” says Daniel Kitchen, UCaaS Product Manager at leading UK telecoms infrastructure provider Neos Networks, whose own real-time UCaaS Call Recording solution is helping to change the game.
“Today, those same call centre managers are able to configure the solution to send them real-time alerts if a customer conversation begins to go awry, such as a call going over a specific duration or a premium rate number being dialled.
“They are then able to intervene immediately if required.”
The Neos Networks solution also allows for the review of unlimited recorded calls; produces customisable reports; and analyses the sentiment of calls – using a number of techniques including Natural Language Processing, machine learning, artificial intelligence and lexicons in order to judge the overall quality of calls, identify any transgressions that may have occurred during the call, and give scores.
Those scores can be used to performance-manage staff in the drive for continuous improvement.
“Ultimately, customer satisfaction is vitally important to driving long-term growth. That makes real-time call monitoring and recording as important as it gets.”
The solution is the modern iteration of call centre wallboards; providing users with comprehensive call data via any connected device, anywhere.
But it is also rich in additional functionality and delivers a much more wide-ranging return on investment.
