Hello! My name is Shawnrene Keppel and I am a Marketing Associate here at Spoken Communications. I joined the Spoken team one year ago and have done my best to learn all that we do and what drives the Spoken team to be the best at what we do. Part of my job has also been looking into the issues which cause our team to be more creative in our approach to tackling complex problems with our customers.
A majority of my career path has been in customer service, which includes working as a call center and chat agent for a small startup in downtown Seattle. Unlike my leadership team at here at Spoken, I am new to the call center technology world. When I landed at Spoken, fresh out of the call center, I could not help but ask myself, "What’s the big deal?"
In an age where everything is do-it-yourself online and where chat agents are available at the click of a button, why is investing in tools such as IVRs and ACDs still important?
In taking time to sit in demonstrations of the Spoken Contact Center Solutions and listening to some of our customer’s biggest concerns throughout the last year, I began to examine my approach to receiving customer service help. I am part of the age of do-it-yourself help. I search the website; I Google web forums, and then I chat. If all else fails, I call.
By the time I get in touch with a human via phone, my search has taken much longer than I would like and I have still not received an answer. Needless to say, if whoever is on the other end of the phone doesn’t have a quick and easy answer to my problem, I am not happy.
Assuming I am not the only person working this way, the importance of quick problem resolution on a customer’s first call is clear. According to Service Quality Measurement Group (SQM), First Call Resolution is the highest correlated metric to customer satisfaction and the absence of First Call Resolution is the biggest driver of customer dissatisfaction. To me, the reasoning for this: their call is not the first attempt at solving their problem. It is most likely their third or fourth attempt.
I have worked in problem resolution for customers both over the phone and in person, and I have to say that working face-to-face with an aggravated customer is much easier. Seeing a human face seems to a lot to ease another person’s aggravation regarding customer service issue. It also helps that when you are together they can see what you are doing to attempt to resolve the problem. When the face is gone, and all customers have is a recording that fails to understand them, it is easy for anyone to become frustrated and leave dissatisfied--even if their problem is resolved.
After my year of observing, learning and reflecting, I am still asking “What’s the big deal?” Only now, it's not a question of the relevance of call centers; it is an examination of the problem trends and technology solutions that are helping ease the frustrations of both the customers calling and the agents taking the calls.
So as a customer, what is the big deal to you? When a problem rises, what is your general first point to attempt to solve it?