Christmas is coming. For retailers that means: High season. And also the employees in telephone customer service are handling a float of calls. Due to Corona personal dialogues are rarely, so the number of calls increases.
In this article we will show you how phone service works also in troubled times.
The key? Customer and employee satisfaction
To ensure trouble-free operations in the contact center, you should always keep a focus on both customer and employee satisfaction. Reduce waiting times for your callers and show a high level of service orientation. At the same time, processes should be built as efficiently as possible for your employees: Automate the processing of repetitive customer inquiries and provide your agents with fast access to customer-relevant data during the service call.
How to realize this? Take a look at our five solutions!
1. AVOID INTERNAL CALL FORWARDING
Call forwardings are wasting time - for both customer and employee. In order to connect the caller directly with the right agent, menues should be used to get relevant data as the customer number or the intent of the call. As the classic DTMF menue (“For X choose 1, for Y choose 2) is not popular anymore, voice-based menues are an optimized solution for a navigation easily and borderless: IVR - Interactive Voice Response - enables call relevant data to be requested via voice interface before the caller is transferred to the contact center. The caller is connected to the responsible employee, who is saved from forwarding and data queries.
How to create IVR menues?
TENIOS makes it easy to integrate: Our intuitive user portal allows you to quickly and easily implement IVR menus into your call routing. Speech recognition (ASR) from Google or Microsoft is used to convert the voice inputs - you can select the provider for each menu. Start now!
2. AUTOMATE THE ANSWERING OF (STANDARD) INTENTS AVOID
As explained in the first tip, intelligent routing significantly increases efficiency in the contact center. But today's technology makes possible even more: Let a virtual agent - a VoiceBot - answer whole requests. VoiceBots behave like chatbots with the difference that they are controlled by voice and can talk to the caller in real time. They are excellent for handling simple requests that occur repetitively in customer service, such as status inquiries (parcel shipment, processing status), orders, appointments or even use cases such as meter reading by the electricity provider.
How to implement a VoiceBot?
With the help of a connector, bot and telephony can be coupled via API. If there is already a chatbot existing in the company, it can also be used for voice with the support of Text-to-Speech and Speech-to-Text technology. TENIOS currently offers an interface to Google Dialogflow. Bots created with Dialogflow can be integrated into the TENIOS Cloud Platform using a key and placed in call routing afterwards. For more information on the TENIOS VoiceBot Connector, please click here.
3. PROVIDE RELEVANT CALLER DATA BEFORE PICKING UP THE CALL
The first customer information has been retrieved automatically. Now this information should be provided to the responsible employee. After all, there is hardly nothing more annoying for the customer than having to repeat and explain yourself over and over again. Make sure that your employees are aware of the customer's details when they answer the call. This can be realized technically by integrating a screenpop function.
How is the screenpop function implemented?
Connections to internal company databases or CRM systems can be realized via Voice-API. In this way, in addition to call routing data, it is also possible to display customer-specific information, as long as the caller is already registered in the system. Please click here for more information on the screenpop function.
4. REPORT CUSTOMER DIALOGUES THROUGH CALL RECORDINGS
Voice recordings are useful to document customer dialogues, e.g. for training or sales purposes. It is important to obtain the permission of the caller in advance. Once this is done, the recording can start - with TENIOS this is done easily and cost-effectively.
How can a call recording be started?
The recording feature can be placed at any position in the call routing:
For even more precise control, call recording can also be handled via the TENIOS Voice API. To start it, the following request is sent:
An overview of the request parameters can be found by visiting our documentation page Call Recording API.
5. FOCUS ON EMPLOYEE TRAINING AND QUALITY CONTROL
A high level of service is essential for a successful customer experience and the flagship of a company. To maintain service levels, companies should invest in regular employee training and education. In telephone customer service, this works best in live environments: Give supervisors the ability to listen in on conversations and interact with agents live without the caller noticing. This method is called Silent Monitoring. The switching to real customer conversations can be used to analyze the flow of the conversation, for example. It also allows supervisors to step in directly and provide assistance to the agents.
How can "Silent Monitoring" be integrated?
The Silent Monitoring function is part of the TENIOS Voice API and can be started via the following request:
In the request you can define if the supervisor is only a silent listener or if the parameter "Whisper to Agent" should be used to enable the option to talk to the agent. On our documentation page Silent Monitoring API you will find all technical details about the integration.
Start optimizing processes in customer service and telephony now. With the TENIOS Voice-API we are providing you an interface with great potential. Use intelligent voice solutions and link your own applications and databases with the telephone customer dialogue.
Example Use Cases of our Voice-API
|Announcements & IVR||VoiceBot Integration|
|Call Recordings||Speech Recognition|
|Incoming Calls||Outgoing Calls|
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