"With data collection, 'the sooner, the better' is always the best answer."
– Marissa Mayer
We couldn't agree more with Marissa Mayer. As soon as relevant data is at your fingertips, goods decisions can be made faster and more efficiently.
This guide will help you leverage data as calls come in and move the needle; reducing your Average Handle Time (AHT) by up to 60%. This way, agents can focus on what is most important: making human connections and building a relationship between your business and your customers.
#1 Use a single, flexible user interface for support
Customer support agents can often be switching between 2 or more applications for handling their support channels (email, phone, live chat, etc.).
This results in agents spending their precious time looking at a variety of dashboards, trying to locate information when a customer is on the line and the clock is ticking.
Streamlining phone support into a ticketing system is one of the hardest integrations since traditional phone systems aren't digitally compatible out-of-the-box.
Many phone systems allow you to receive either calls or log some information about those calls on Zendesk, but since they aren't digital, the data which can be access or collected simultaneously, is limited.
As examples, consider when:
A person tries to call and then changes their mind.
When customers drop out of the call as waiting time is too long.
All of these examples are automatically accessible on your dashboard with this integration and best of all you can take action, such as calling them back if they've waited too long on the queue.
#2 Anticipate with data
One of the best ways to be more efficient is to be prepared, with key information prior to answering the call.
As calls come in, agents have a preview on caller information such as:
- Customer name, email
- Shopping cart or transaction value
- Products, services or transaction (which is most important to the customer)
Agents can be more prepared and less anxious about receiving calls. This boosts their confidence, making them more assertive in the way they handle calls and any complex issues that may arise.
Without this integration, as calls come in agents don't have a clue about the caller or the context of why they're calling.
You'll no longer receive anonymous calls and you already have the response to questions such as 'why is this customer calling' or 'how valuable is this customer'.
#3 Give agents a 360 view of the customer
When agents take a call, there is more information to be displayed, providing comprehensive details on the caller within the same interface:
- Visited page (where the call was launched from)
- Type of customer (when there is segmentation)
- Previous purchases or interactions (other channels such as email or chat)
Agents can reduce each call by up to 2 minutes just from having access to comprehensive information about the customer and the context of the call. Gone are the days of asking their email or transaction IDs, for example.
Agents can focus on solving problems; being empathetic, or assertive, and most importantly, human in their conversations by spending more time on the customer issue at hand.
It also opens room for further analysis, if you consider potential issues such as:
- Why there are so many people calling from the payment page? Is there an issue with payment?
- Why there is a surge in calls for certain products or services?
- Why do specific customers seem to prefer a phone support channel?
#4 Leverage idle time for high-value rather than operational tasks.
The time agents spend after a call can add up to an hour each day. For many companies, this consists of data entry and allocating information to a variety of dashboards and tools.
The best way to make this time productive would be to focus agents on finding solutions and not on operational tasks and data entry.
How to solve this? Use Autopilot
For this, you need a good integration between your phone solution and your help desk. A solution where all types of calls (dropped, missed, picked up) are added as a ticket and can be managed the same way as your other tickets (email, chat) are solved and analyzed.
This allows you to synchronize the information between your phone support solution with overall support statistics and workflow.
One call = one ticket. It can be that simple!
#5 Focus on effectiveness and not just productivity
The faster an agent finishes calls, the more agent availability, right?
Be careful. Stats are great but they have to viewed through the lens of what you want to acheive. Therefore you should measure effectiveness, NOT just productivity. How assertive can an agent be when dealing with support queries outweighs how fast an agent can assess different tickets. Efficiency is a balance between CSAT and AHL.
Listening to call recordings can be a useful way to assess your agent's effectiveness and whether they could do with more training.
You can check call recordings on a Zendesk support ticket with a SnapCall integration:
- Reduce Average handle time (AHT) by 60%
- Improve agent availability
- Reduce agent idle time
- Choose one single interface to handle all kinds of customer support operations and interactions with the final customer. We recommend using Zendesk support.
- Push data as the call comes in. You can use SnapCall for customer data in calls.
- Push more data when a customer is on the line.
- Automate operative tasks and data entry with Snapcall and Zendesk
- Measure Average handle time (AHL), CSAT, and volume of calls to see the big picture!
Don't have a SnapCall account? Start your Free trial today!
Prefer to talk and get a demo? Reach out to firstname.lastname@example.org.