Hybrid workforce for Customer Service to transform the Customer Experience
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The document discusses the integration of hybrid workforce solutions in customer service to enhance the customer experience through the use of intelligent voice bots and chatbots. It emphasizes key performance indicators such as first call resolution, speed of answer, and customer satisfaction, highlighting how technology can streamline interactions and reduce handling times. Furthermore, it addresses the importance of agent management and interaction analytics to mitigate absenteeism and turnover while improving overall service quality.
Hybrid workforce for Customer Service to transform the Customer Experience
- 1. 1www.10xds.com Hybrid workforce for Customer Service Exponential Digital Solutions transform the customer experience
- 2. 2www.10xds.com Customer Journey Customer forms of the brand All the experiences and interactions at every touch point matters Customer needs, preferences, and issues need to be addressed
- 3. 3www.10xds.com Customer facing robotized solutions Calls blocked Time in queue Call abandonment Intelligent voice bots Chatbots Key KPIs Solutions First call resolution Speed of answer Service Level Customer Satisfaction Agent assisting bots Intelligent routing Agent monitoring bots Call follow up actions Occupancy Agent assisting bots Agent absenteeism Agent turnover AI based Work Management Interaction Analytics
- 5. 5www.10xds.com Prior to the call Customers tend to hang up a call hearing a busy tone or due to long wait time in queue and this experience might be frustrating. This experience might reflect in the call when they finally reach a human agent. Hence Customer Service Centre tracks these KPIs. The percentage of inbound callers that received the busy tone, average time in queue and average call abandonment Rate play a major role in customer dissatisfaction. These are common occurrences in the customer service center scenario and has a detrimental impact on customer retention. This is where Intelligent voicebots and chatbots come handy. It is expected that conversational interfaces will create greater changes in customer service function in years to come. Any role that relies on communication will be improved with a voice interface. These solutions will eliminate human intervention on simple tasks but with a personal touch. A voicebot or chatbot can collect basic information to identify the customer and collate the data from multiple systems to a single place while the customer is in the queue. When the customer reaches the human agent, the agent is already enabled with the basic information required to address the customer and can right away start to fix the issue.
- 6. 6www.10xds.com During call First Call Resolution is considered the most important KPI related to a customer’s level of satisfaction with a company. Customers set aside time to fix an issue and they expect to have their issue resolved the very first time they reach out to the Service Centers. From Service Center point of view also, this is important as it helps in avoiding agents getting stuck and burned out at follow up calls. New age technologies help to bring resolutions in a quicker way. Agent assisting bots collate and make data available from multiple system to a single place for agents to serve customers better. This will also improve the average speed of answer which is another key KPI for Customer Service function. It is the average time it takes for calls to be answered in the customer service center during a specific time frame including time at queue. Intelligent Voicebots helps gathering basic user data and the issues faced during the wait time so that resolution is expedited. The clock starts ticking for the agent when he/she starts the interaction which is also a major performance indicator. All the data from multiple legacy systems and previous calls available in a single place will help reduce the Handling time. There are Agent monitoring bots who constantly monitor the call and make the requests processed in a real time. These bots also helps agents pick up the details from the previous call history so that customer need not repeat the issue all over again. Intelligent routing of issues to certain agents based on prior experience of resolving issues will go a long way in serving the customer right at the first time. Service Level transformation can be achieved this way with a hybrid model of Digital workers and Human agents and thus increasing the Customer Satisfaction.
- 7. 7www.10xds.com After call In most customer service centers, an agent’s work does not end when they finish a call. They spend quite a bit of time updating databases, sending emails and summarizing the same for future records. This increases the Occupancy rate of the agents while other customers are waiting in the queue to reach a live agent. Customer Service centers need to think of managing this using a Bot for completing the tasks after the call.
- 8. 8www.10xds.com Daily planning Agent Absenteeism and Agent turnover can have a major impact on Customer Service center scheduling and staffing as well as their bottom line. These are unavoidable but can be controlled to certain extent. AI based work management will be helpful to bring down this trend. Based on previous success rate and the kind of tickets fixed, calls can be routed to a specific agent with an Agent assisting bot still monitoring and helping the call. This avoids burn out of customer service agents. Interaction analytics are also used to improve the performance of each agents by imparting the required trainings based on gaps identified.