Kaj je ločljivost klica?
Je ena najpomembnejših meril storitev za stranke. Reševanje klicev je neposredno povezano z zadovoljstvom strank in kaže, kako dobro agenti vašega kontaktnega centra rešujejo poizvedbe strank.
Primarni cilj vsakega klicnega centra je zagotoviti najboljšo možno izkušnjo podpore strankam. To pomeni hitro in učinkovito reševanje zahtev strank v skladu z danimi pogodbami o ravni storitev (SLAs).
Ali je ločljovost klicev pomemben KPI?
Yes, it is. Furthermore, it is a vital indicator of customer satisfaction. It is used to assess your contact center agents’ customer service standards.
Analyzing the call disposition allows center leaders to get insights into how effectively their support teams handle customer calls.
Poor contact resolution may lead to a dissatisfied customer taking their business elsewhere. Therefore, you must consider this metric when assessing the overall center performance.
Kako izmeriti ločljivost klica?
Za izračun razrešitve klicev delite skupno število rešenih zadev s skupnim številom prejetih zadev v določenem časovnem obdobju (lahko se izračuna letno, mesečno, tedensko itd.). Rezultat pomnožite s 100, da dobite odstotek ločljivosti klica vašega centra.
Ločljovost klica= (skupno rešenih primerov/skupno prejetih primerov) x 100 %
Seveda ta metoda izračuna ni končna in je pomembno upoštevati različne dejavnike, ko gre za merjenje ločljivosti klica. Ta formula zagotavlja osnovno razumevanje, kako učinkovito agenti vašega centra opravljajo svoje delo, vendar ne pozabite upoštevati tudi mnenj vaših strank. Ne pozabite zahtevati povratne informacije strank ob vsaki priložnosti. To lahko storite z nadaljnjo e-pošto ali jih preprosto vprašate med klicem. Prilagoditev pristopa klicnih centrov potrebam strank je tisto, kar naredi odlične storitve za stranke.
Izzivi reševanja klicev
Kot pri vseh prizadevanju za pomoč strankam ima reševanje klicev nekaj izzivov, ki jih morate rešiti vi in vaša ekipa.
- issue complexity – Customers can contact you with very basic inquiries that take seconds to solve. But sometimes, a very complex issue can occur that requires a lot of expertise and time to solve.
- inaccessible/insufficient information – Even the most productive agents may find it difficult to provide support to customers when they are unable to access all the information they need.
- high agent turnover – Call centers are known for their level of agent turnover which can prevent delivering high-quality service.
- lack of agent authority – Support agents may be unable to solve customer issues quickly and efficiently if they lack the authority to perform certain actions. Therefore, the issue can needlessly escalate.
Izboljšajte ločljivost klicev
Nenehno izboljševanje storitev za stranke bi moralo biti v ospredju vsakega centra za podporo strankam. Vsak vodja projekta bi si moral prizadevati ustvariti najbolj učinkovito okolje za svojo ekipo in tudi za svoje stranke.
Tukaj je nekaj korakov, ki jih lahko naredite za izboljšanje ločljivosti klicev:
- define your goals – You need to outline clear goals in order to follow them.
- create an improvement plan – Once you know what your desired outcome is, create a plan which defines how you will get there. This is important in order to stay accountable.
- create an accessible knowledge base – Have an internal knowledge base that your agents can refer to any time they need. This will help call resolution rates dramatically. The best way to do this is by equipping your support representatives with reliable customer service software like LiveAgent.
- provide training – Provide your employees with training and seminars on the company’s products and services as well as on how to deal with various customer requests. These training sessions can be internal or external. The important thing is to keep your agents up-to-date and ready to tackle any issue thrown their way.
- empower your customer service agents – Allowing your staff to perform certain tasks ( for example giving a discount) tremendously helps with customer satisfaction. Review your company policies and procedures and identify areas where you can give more authority to the agents.
- utilize speech analytics – These analytics identify trends in customer interaction. They are able to recognize patterns and emotions in the speaker’s voice.
- monitor your center’s performance – Utilize quality monitoring to keep track of call center metrics. Doing so will help you identify where you need to make further changes.
Prednosti izboljšane ločljivosti klicev
Izboljšanje ločljivosti klicev ima za posledico boljše stopnje zadrževanja strank. Boljšo storitev zagotavljate, več zvestih strank ima vaše podjetje. Izboljšana ločljivost klicev je neposredno povezana z višjimi rezultati strank.
Boljša ločljivost klicev vpliva tudi na uspešnost agentov vašega centra. Če jih opolnomočijo, da sami rešujejo težave, jih ohranjajo angažirane in zadovoljne s svojim delom.
Izboljšana ločljivost klicev je tudi del vaše strategije diferenciacije. Eden najpomembnejših atributov uspešnega klicnega centra je izstopati od svojih konkurentov z zagotavljanjem izjemnih storitev za stranke. V današnjem času ne želite, da bi vas obravnavali le kot še en povprečen klicni center. Uporabite vsa orodja, ki so vam na voljo, da ustvarite najboljšo možno uporabniško izkušnjo.
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Frequently Asked Questions
How to measure call resolution?
The basic formula to calculate call resolution is as follows: Call resolution= (Total resolved cases/ Total received cases) x 100% However, make sure to conduct frequent customer surveys and ask for customer feedback. Always take into account the needs of your customers as well as those of your staff.
What are the challenges of call resolution?
The most prominent challenges of call resolution include high agent turnover a lack of agent training. Furthermore, agents not being able to solve customers’ requests due to the lack of authority is a common issue that needs to be addressed. Lastly, dealing with complex issues without a proper and accessible internal knowledge base can result in poor customer satisfaction levels. This may result in higher customer churn.
How to improve call resolution?
There is no one size fits all answer to this. However, most businesses find it helpful to define their call center objectives and create a plan to fulfill them. Having properly trained staff who have access to all the information they need via an internal knowledge base is a complete game-changer. Also, empowering your employees to deal with more difficult situations without escalating them further allows them to tackle more challenging requests. It also positively affects the confidence in their job as a support rep. Don’t forget to track your center’s performance to keep an eye on any areas that need improvement. Moreover, use speech analytics to gain more comprehensive insights into customer interactions.
Strokovna opomba
Ločljivost klica je ključni kazalnik uspešnosti klicnega centra, ki ga je treba redno spremljati in izboljševati za zagotavljanje zadovoljstva strank. Najboljši način za izboljšanje ločljivosti je usposabljanje in opolnomočenje agentov ter zagotavljanje dostopa do ustreznih informacij.
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