Several studies in consumer behavior show that there are some pretty basic aspects of the customer/agent interaction that, if engineered correctly, can significantly increase the likelihood that the agent is going to be quick, accurate and complete. To change the game and break out of our performance rut, call center leaders need to develop more of an engineering mindset:
1) Leverage tools on the market to decompose interactions into basic steps, similar to manufacturing assembly lines
2) Analyze those steps for problems with between-agent variability at a more granular level
3) Once those key segments have been partitioned and defined, leverage desktop consolidation and agent-assisted voice solutions, which standardize what agents do with their systems and say to customers through the use of pre-recorded audio files, to dramatically increase adherence to the defined process.
This approach allows agents to focus on understanding the customer’s key issues, rather than just trying to get the call right, which can drive breakthrough improvements in the customer experience and other call parameters.
It is not as sexy, but every day you face your own Kobayashi Maru: Keep doing the tired, try-to-control-agents approach and destroy shareholder value or change the game by focusing on the process with an engineering mindset?
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