Red Flags: Frequent requests for sensitive details, urgency to change information quickly,
brand’s reputation. Inadequate staffing levels will often be the root cause of long wait times. However a system issue, such as a DDoS attack (distributed denial-of- service) deserves immediate attention. Agent Performance Issues Happy employees often equate to happy customers. However, a poorly trained agent, or a disgruntled employee, can be detected by a customer in their tone and attitude and issue resolution. Human agents are not machines, and their feedback is essential, so it is worth detecting what the underlying causes are, or replacing the agent, providing re- training and ensuring agents are following proper call scripts. Red flags: A significant drop in key metrics like first call resolution (FCR), increased
unusual phone numbers, or a caller asking for information that they should already have.
High Call Volume High call volume can have simple
Happy employees often equate to happy customers. However, a poorly trained agent, or a disgruntled employee, can be detected by a customer in their tone and attitude and issue resolution.
explanations like seasonal demand spikes or be attributed to a successful marketing campaign. Alternatively, the unusual volume might be signalling service disruptions in certain areas or contact centre agents who have not logged in for work. The problem could be from within, such as poorly designed self- service options for the customers, that combined with a lack of readily accessible information on the company website, are leading customers to call for basic information, instead of finding answers themselves. Red Flags: Significantly long wait times, high call rates and high call abandonment rates, frustrated agents, system crashes due to an overload, and a consistent inability to manage peak demand.
customer complaints, high agent absenteeism, rising turnover rates,
declining customer satisfaction scores, noticeable changes in agent attitude, frequent errors in data entry, and a lack of engagement during coaching sessions; all of which could point towards underlying problems like burnout, inadequate training, poor work environment or system malfunctions.
Long Queue Wait Times or Abandoned Calls
Missed customer calls, or calls where the customer has had to wait a long time before the call has been answered by an agent present several issues, including poor customer experience, lost revenue potential, damaged brand reputation, operational inefficiencies, and difficulty in accurately gauging customers’ needs.
For those managing Contact Centres, and managers who have a vested interest in the welfare of their company and its reputation, paying attention to the alerts the system generates is a good start. Analysing why the system alerts are being generated is important, whether they are agent related, customer related or system related. Most of the time the alerts will be related to genuine causes for concern, and fixing the problems, or eliminating the bad actors, will keep companies healthy, wealthy and wise.
Red Flags: Customer sentiment concerns, either by providing verbal feedback directly to the
agent during a phone call or completing post-call surveys by leaving feedback through an online portal. Poor social media reviews can create havoc for a
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