"With data collection, ‘the sooner the better’ is always the best answer.”
– Marissa Mayer
And we couldn't agree more with Marissa Mayer, the moment relevant data is at your fingertips, goods decisions can be made faster and easily. This guide that will teach how to leverage data as calls come in, and move the needle reducing up to 60% your Average Handle Time (AHT). So agents can focus on what's powerful: making human connections and building a relationship with your customers.
Use one single and flexible user interface for support
Customer support agents can switch up between 2 or more applications for handling all their support channels (email, phone, live chat, etc). This end ups on agents spending precious time looking at different dashboards and trying to allocate information when the customer is on the line and clock is ticking.
Choosing a powerful support tool like Zendesk that allows to seamlessly integrate with phone support tools like SnapCall helps to streamline the process of receiving calls and managing tickets, all in the same tool.
Streamlining the phone support part into a ticketing system is one of my hardest integrations, since traditional phone systems aren't digital per se. There are many phone systems that allow you to receive either calls or log some information about the calls on Zendesk, but since they aren't digital, there is not much data to be collected. One good example is, what happens when a person tries calling and then changes its mind? Or how which customers drop the calls since the waiting time is too long? All of these information will be now automatically available on your dashboard, and one of the best parts is you will be able to take action, for example calling them back if they waited too long on the queue.
Anticipate with data
One of the best ways to push for efficiency is to be prepared and having key information before picking up the call. And to sum up, as calls come in, agents would have a preview on information about the caller:
- Customer name, email
- Shopping cart or transaction value
- Products, services or transaction (the one the customer is trying to make)
Key benefit: agents can be more prepared and less anxious about receiving calls. This off course will boost your agent's confidence and make them more assertive on the way to handle calls and complex issues that might arise
In the older times, as calls come in, agents wouldn't have a clue about the caller or the context of why the customer was calling. A VoIP solution like SnapCall allow companies to stop receiving anonymous calls and these type of questions:
- Why is this customer calling?
- Where is this customer calling from?
- How valuable is this call? Is this a customer with a high shopping cart or transaction value?
Give agents a 360 view of the customer
When agents take the call, there is more information to be displayed, providing agents comprehensive information about the caller within the same interface:
- Customer name, email
- Visited page (where the call was launch from)
- Geo location
- Type of customer (when there is segmentation)
- Past tickets or interactions (other channels like email or chat)
Key benefit: agents are able to reduce up to 2 minutes on each call by simply having comprehensive information about the customer and the context of the call at the moment of the call. Gone are the days of asking their email or transaction IDs for example.
For the first time agents are able to focus on what's really important, and that's building solid relationships with your customers, being empathetic, assertive and human on their conversation and spend their time on solving the issue or query.
Also, it opens room for further analysis, if you ask yourself questions like:
- Why there are so many people calling from the payment page? Is there a bug with payment page?
- Why there is a peak on calls on certain products, subscription paths or seasons?
- Why certain customers seems to prefer the phone support channel?
You can read more about reducing phone support calls,, by analyzing queries on a macro level and taking action according to your data here.
Leverage idle time for high value tasks not operative ones
The time agents spend after the call can up to 50 minutes a day, and for many companies it consist on data entry and allocating different information on different dashboard or tools. The wisest decision to make this time productive should be focus on agents finding solutions and not on operative tasks and data entry.
How to solve this part? put all in autopilot
For this you need a strong integration between your phone solution and your helpdesk, where all type of calls (dropped, missed, picked up) are created as a ticket and can be managed exactly the same way your other tickets (email, chat) are solved and analyzed. This will allow you to avoid data entry tasks and synchronize the information of your phone support solution into your overall support stats and workflows.
One call = one ticket. That simple!
Focus on effectiveness not only agent productivity
The faster agents finish calls, the better agent availability moving into the next call next request on the line and it's likely that your agent availability will increase, but be careful. Data and metrics are always cool but keep in mind the following:
Pro tip: thrive to measure effectiveness, NOT just productivity. How assertive an agent can be when dealing with support queries overweights how fast an agent can go over different tickets. Effectiveness is a balance between CSAT and AHL.
Listening to call recordings can be an useful tool for assessing your agent's effectiveness, and training. Check all your call recordings on your Zendesk support ticket with SnapCall integration:
- Reduce AHT by 60%
- Improve agent availability
- Reduce agent idle time
- Choose one single interface to handle all kind of customer support operations and interactions with final customer. We recommend using Zendesk support.
- Push data as the call comes in. You can use SnapCall Customer Data in Calls feature.
- Push more data when having the customer on the line. You can use SnapCall Customer Data in Calls feature.
- Automate operative tasks and data entry with Snapcall and Zendesk integration
- Measure AHL, CSAT and volume of calls for the big picture!