APAC CIO Outlook
  • Home
  • CXO Insights
  • CIO Views
  • Vendors
  • News
  • Conferences
  • Whitepapers
  • Newsletter
  • Awards
Apac
  • Agile

    Artificial Intelligence

    Aviation

    Bi and Analytics

    Big Data

    Blockchain

    Cloud

    Cyber Security

    Digital Infrastructure

    Digital Marketing

    Digital Transformation

    Digital Twin

    Drone

    Internet of Things

    Low Code No Code

    Networking

    Remote Work

    Singapore Startups

    Smart City

    Software Testing

    Startup

  • E-Commerce

    Education

    FinTech

    Healthcare

    Manufacturing

    Retail

    Travel and Hospitality

  • Dell

    Microsoft

    Salesforce

    SAP

  • Cognitive

    Compliance

    Contact Center

    Corporate Finance

    Data Center

    Data Integration

    Digital Asset Management

    Gamification

    HR Technology

    IT Service Management

    Managed Services

    Procurement

    RegTech

    Travel Retail

Menu
    • Startup
    • Managed Services
    • Blockchain
    • CRM
    • Software Testing
    • E-Commerce
    • Cyber Security
    • Gamification
    • Microsoft
    • Data Integration
    • Low Code No Code
    • MORE
    #

    Apac CIO Outlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIO Outlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • Startup
    Editor's Pick (1 - 4 of 8)
    left
    Need and Importance of IT in the Shipping Industry

    Anjan Deb, GM-IT (CIO), The Great Eastern Shipping

    Big Data & Insights: Oil for the Digital Age

    Radhika Venkatraman, SVP & CIO, Network & Technology, Verizon

    How Radio and Broadband are Evolving to Bring New Benefits to Australia's First Responders

    Con Balaskas, Managing Director and Vice President, Motorola Solutions Inc.

    The Surge in Enterprise Tech Advancements in Israel

    Mor Assia, Founding Partner and CEO, iAngels

    VR + Corporate Training

    Josh Chapman, Managing Partner, Konvoy Ventures

    How enterprise tech startups and corporates can collaborate for innovation

    Paul Santos, Managing Partner, Wavemaker Partners

    How to Rebuild Better with Impact: A Hybrid Financial and Social Inclusion and Well-Being Approach

    Kenneth Kwok, Founder and CEO, Global Citizen Capital

    How Integrated Fintech Innovations Across Asia Changed the User Experiences And Business Processes?

    Carman Chan, Founder & Managing Partner, Click Ventures

    right

    Call Centre Technologies

    Ian Aitchison, CEO, Asia Pacific Region, COPC Inc.

    Tweet
    content-image

    Ian Aitchison, CEO, Asia Pacific Region, COPC Inc.

    For many businesses, setting up a call centre is a big decision.

    While many know what they want to achieve: higher sales, more product awareness, the offer of a new service, feedback on a new product etc., many are unsure of how to measure the success of their campaign.

    While most will start with the obvious and look at something like the sales achieved or even customer satisfaction, it is the parameters that you put in place that are more likely to assure you of accurate measurement.

    For starters, a customer resolution quality framework needs to be established. Far too many businesses focus on measuring on how quick a customer’s query can be answered, rather than measuring whether the query has been satisfactorily answered.

    Equally important to the software are the rules you put in place regarding supervision, motivation and measurement of performance. Of course you need the appropriate software in place to ensure that the call centre staffs are capable of performing their basic tasks, but essential to the overall assessment of each call centre operator are the motivating factors of the business and what they think are the keys to success.

    Every business needs to measure performance encompassing risk and compliance and the customer experience. The questions you need to ask are: Is overall compliance increasing? Are we resolving customers’ issues? If not, why not? What are our customers’ opinions about us? Whether it is good or bad, you need to know what it is and why.

    A customer resolution quality framework will measure customer, business and compliance errors, and drill to the root cause and allowing you to add business intelligence attributes such as ‘was the transaction avoidable/satisfactory?’ ‘Did the customer make any negative comments about the business?’ or ‘Did the customer mention a competitor?’

    Both your

    software and hardware needs to allow you to measure each component of the process in order to accurately assess what has worked, what hasn’t and where any potential or even real roadblocks are.

    There are some common critical errors on each side of the equation. For example, the customer critical errors involve anything from the customer’s perspective that causes the transaction to be defective such as:

    • Not solving the query
    • Mistreating the customer
    • Failure to communicate clearly

    Business critical errors are anything that causes the transaction to be defective such as:

    • Unnecessary cost to the business
    • Unnecessary loss of revenue to the business

    While compliance critical errors could be any action or statement that is against prevailing regulations or laws and could cause the company liability.

    When it comes to sampling, you need to be able to measure performance at a program level; there must be a truly random sample not based on a caller or length of transaction. Combining sample bias will also not give the true measurement of individual performance.

    All software technology needs to be able to monitor case notes and promised activity such as a call back to see if the action was enacted. Furthermore, future monitoring of performance also needs to be available to see if a call centre operator is learning from past mistakes and following up on intended promised activity.

    Also, the whole transaction needs to be assessed. If a call centre operator is promising to send a follow-up email or any other form of communication within a 24-hour period, and that isn’t happening, you need to find out why it isn’t and who is responsible?

    Is the technology not working? Has the call centre operator not been trained in the next stage of the process? Are the management unaware of the whole transaction process and who is responsible for each action?

    The best practice is for additional reviews to be equal to the normal number of monthly reviews.

    There needs to be three levels of transaction monitoring: A risked based sample of transactions, to understand individual performance; a random risk based sample on natural clusters to measure business performance and identify process level issues, and a targeted random monitoring on topical issues. This focus will shift to reflect the current environment.

    There should at least be a detailed end-to-end evaluation of each key process in the business, annually (e.g. home loan application, new account etc.)

    For any business wanting to determine the quality of their messaging, transactions and customer experience throughout call centre operations, they need to analyse the transaction types and separate each one to see the true data.

    There needs to be a clear reporting structure, so that clear ownership of performance can be accurately assessed and the rolling of three-month sampling results in order to attain a reasonable understanding of individual business units within a cluster.

    Finally, findings should be documented and reported to the appropriate business managers, who in turn must take corrective action on any identified deficiencies. 

    tag

    Customer Experience

    Weekly Brief

    loading
    Top 20 Enterprise Tech Startups - 2021

    Featured Vendors

    agile talent

    Kim McCarthy and Jim Ellis, Founders

    Timely

    Ryan Baker, CEO & Director

    ON THE DECK

    Startup 2021

    Top Vendors

    Startup 2020

    Top Vendors

    Startup 2019

    Top Vendors

    Startup 2018

    Top Vendors

    Startup 2017

    Top Vendors

    Startup 2016

    Top Vendors

    Previous Next

    I agree We use cookies on this website to enhance your user experience. By clicking any link on this page you are giving your consent for us to set cookies. More info

    Read Also

    A dose of our own medicine

    A dose of our own medicine

    SABINA JANSTROM, IT DIRECTOR, DYNO NOBEL
    Insider Threat

    Insider Threat

    AI is America's best weapon for disrupting health inequities

    AI is America's best weapon for disrupting health inequities

    Michael Dowling, President & Ceo, Northwell Health and Tom Manning, Chairman, Ascertain
    Combating IoT Challenges with Smart Choices

    Combating IoT Challenges with Smart Choices

    Sandeep Babbar, Head Of Technology Innovation, Gwa Group Limited
    Artificial Intelligence regulations and its impact on medical devices

    Artificial Intelligence regulations and its impact on medical devices

    Leo Hovestadt, Director Quality Assurance Elekta
    Blockchain: promises to revolutionise superapps and the trust factor in insurance

    Blockchain: promises to revolutionise superapps and the trust factor in insurance

    Sue Coulter, Head of Group Digital, AIA Group Julian Lo, Director of Digital Engineering, AIA Group
    Data as a Business

    Data as a Business

    Ricardo Leite Raposo, Director of Data & Analytics at B3
    How Digital Transformation Impacts Big Data Analytics

    How Digital Transformation Impacts Big Data Analytics

    Davide Di Blasi, Global Quality and Lean Director , Hilding Anders International
    Loading...

    Copyright © 2023 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy and Anti Spam Policy 

    |  Sitemap |  Subscribe |   About us

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://startup.apacciooutlook.com/cxoinsights/call-centre-technologies-nwid-3048.html