Contact Center Strategies for Mobile Franchises: 4 Ways to Use Data And Win
- August 13, 2020
- By: Vonigo
When customers of your mobile franchise want to book a new job or have a problem with your product or service, they should have choices about how to use your contact center. That way, their questions can get resolved efficiently and with less effort on their part and that of your team.
Having a professional, friendly, and functional call center with online booking is necessary for mobile franchises to be able to compete. Gathering insights from these interactions and using this information is the best way to provide a high-quality service they’ll return to in the future.
Let’s take a look at the four most prominent ways of using data to improve the efficiency and user experience of your contact center.
1. Performance Metrics
Measuring and analyzing call center metrics is essential to ensuring the efficiency of your agents. Focus on and keep improving the following factors.
Average Queue Time
The time your customers wait for an answer shows how diligently your agents are responding to queries. It also affects how often a caller abandons a call, which leaves a mark on your company’s reliability. Pro tip: Offer an online booking option for the customers who want to book on their own terms, right away.
Issue Handling Time
This metric directly relates to customer satisfaction. It shows how effective your agents are at resolving issues. The performance depends on their communication and problem-solving skills, product understanding, and technical knowledge.
There are various ways to leverage the data you gather, depending on the tools you employ. Track calls in real-time and record them for future analysis. In the latter case, you’ll need a call recorder tool, to meet compliance and quality requirements.
Once you have your data, employ text, voice, and cross-channel analysis tools to gauge your customers’ reactions during the communication. By continually checking for gaps in your customer service, you’ll ensure consistently high quality.
Your company should also seek to comprehend customers as a whole, not only when they have a question. Doing so empowers you to make actionable, insight-based decisions. Monitor individual calls, but also view the entire data set as a whole.
Complete Contact Center Data
You likely have protocols for your staff to follow while answering various queries. Still, not every call will follow a script. Include unstructured calls in your analyses to develop strategies that will help your employees share helpful information at all times.
Trying to capture every bit of information available simultaneously can lead to downright failure.
Prioritize the framework by considering:
- Which insight type is the most important for your company?
- Which information will deliver immediate results?
- Are there any holes you need to fill?
That way, your plan will become much more manageable to execute.
3. Implementing Insights
The only way you can get value from the insights you gather is by acting on them.
Make sure that your employees are ready to embed all evidence-based reasoning in their strategies regularly.
The crucial aspect to focus on is the root of the interactions. Customers will sometimes contact your company for the most mundane reasons, but their unanswered question presents an opportunity to delight them. Identify all of their concerns and the root causes in order to propose solutions.
Remember also that your customer service staff on the front line work in high-stress positions. Create a positive work environment in order to foster a genuinely happy and helpful tone in the support they provide.
Many successful companies assign specific channels to distinct interaction types. If you want to do the same, consider these three factors:
- Customer channel preference — how often the customer uses which channel for communication
- Customer profiles and behaviors — as gathered through interactions
- Interaction complexity — how significant the issue is and how much diagnostics is necessary for solving it
If your staff is limited, dedicate live employees to high-complexity communications, like customer issues on the day of their booking. Prioritizing online booking over contact center booking will free up your team’s time to deal with urgent issues.
Efficiency from purpose-built tools
Overall, any franchise that wants a thriving contact center requires more than a phone number.
Use these data collection and analysis strategies to empower your employees and help them provide timely, relevant, and seamless assistance.
To learn more about contact centers for mobile franchises, download our ebook “How Online Booking Can Boost Revenue and Profits.”
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