How to Shave 2 Minutes Off Each Customer Service Call
Posted by Hoyt Mann on Wed, Sep 29, 2010 @ 11:02 AM
A blog from Customer Think mentioned that in companies studied by Ventana Research, nearly one-half of the agents were required to access 3 or more applications just to resolve a customer interaction.
Nearly half!
Three or more applications!
Can you imagine the training nightmare? Each new agent must be trained on three or more different applications before he can be let loose on the phones. And while many agents receive (allegedly) three or more weeks of training before being put in the hot seat, is that really enough to gain proficiency in so many systems?
Furthermore 70% of those agents said that they wasted a lot of time switching from app to app (the old Alt+Tab 2 fingered salute) to the tune of 1-2 minutes per call. That adds up. If an agent takes 60 calls in a day, that's 1-2 hours wasted on non-business business.
And from a efficiency/aesthetic point of view, this means the agent desktop is pretty chaotic.
What that agent needs is a unified desktop. All those separate applications need to be integrated into a single well constructed interface.
This doesn't mean only a single application should be used, it simply means that all required applications need a way to receive information from one place. Rather than opening multiple windows or tabs to record a bit of information in each, fix it so a single interface gathers all the data and the software parses the information out in the background, leaving the agent to actually perform customer service.
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