The worst part is that you found out about the incidents because the customers complained, not because your own managers picked up the issues.
Is it possible to find out more promptly whether your employees are complying with your customer communication standards?
With technology, you certainly can.
Why Businesses Set Customer Communication Standards
There are two reasons businesses impose standards on customer communication.
#1 Improve Customer Experience
Unhappy customers are the biggest fear of any business.
They will ignore all your marketing efforts, complain about your company on social media and leave negative reviews.
You never know when poor customer service will go viral. United Airlines dominated headlines for months and faced massive fallout after security officers pulled a passenger off an overbooked flight, heavily penalizing its business.
Poor customer service ultimately results in the drop of revenue and profits for your business.
Customer communication standards provide guidelines to employees so that customers can receive consistently good customer service.
#2 Improve Company Governance
Breaches of trust cause scandals that can ruin a business. Wells Fargo lost the trust of thousands of customers when it created millions of accounts for its customers without permission. Many customers closed their accounts with the bank and Wells Fargo felt the negative effects in terms of decreased revenue and business.
To prevent such incidents, companies set standards for employees to follow so that the organization is fully compliant with laws and regulations, and always does the right thing.
Do You Really Know What Your Employees Are Saying To Your Customers?
At the same time, it’s very hard for businesses to monitor governance.
If you run a call center, managers may take a few samples of the calls made by each employee and listen to them to ensure that the employee is compliant with company policy.
The problem is that this takes too much manual work, and is not a foolproof solution.
Now, advanced speech analytics software can help you automate this work in large quantities.
NeoSound Intelligence Turns Voices Into Data Points
NeoSound’s Artificial Intelligence speech analytics solution captures the words and phrases your employees are saying and turns them into text.
Sound analytics technology is then used to process all of the words used and generate meaningful insights for you to take action on.
You can set up phrases that all call center agents should use during customer calls, and indicate undesirable phrases that they should minimize.
For example, you may require all agents to introduce themselves and thank the customer for calling. Phrases such as “Hello, my name is Denis, how can I help you?” must be used.
Perhaps you don’t want your agents to be using phrases such as “I can’t”, “I don’t know”, or “it’s a problem”. You can set up these phrases as stopwords.
NeoSound provides a compliance rating for each call. This compliance rating is calculated as the number of detected compliance words out of the total number of compliance words and phrases specified.
The higher the rating, the more compliant the agent is with customer communication standards.
Now your managers can quickly assess how well your call center agents are complying with standards and take action to help agents who are struggling to uphold standards.
Would you like to see how this can be applied to your business?
Comment below or contact us directly for a demo.