Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements at the point of contact.
Leading-edge organizations regularly analyze behavioral data for frontline performance issues that impact the customer experience. For instance, if a manager identifies reps who have a higher call transfer rate than their peers, it may be an indication that they are having difficulty taking control of their calls. Another is first-call resolution (FCR), which is considered to be critical to high-quality interactions. For FCR issues, managers may look at three indicators:
- Training. Does the rep have the proper training to service the call?
- Technology. Does the rep have access to perform the transaction functionally for the caller?
- Call routing. Does the contact center have the appropriate skills-based routing in place to get the calls to the right rep who is best prepared to handle it?
