Support looks different for employees depending on the type of call center they work for .
A call center that focuses on sales must train its employees on handling customer objections and closing deals . While a call center that focuses on servicing requests must train its employees on increasing their product knowledge and empathy for customer concerns .
But EX in call centers can be turbulent . Call center turnover is notoriously high , and employees often lack the support they need to adjust to their role .
Regardless of the type of call center , the more supported employees feel , the more likely they are to go the extra mile to provide excellent customer service .
3 . Multi experience ( MX ). MX is a strategy for providing customers with seamless experiences across channels .
This is one of the most underappreciated factors for call center leaders to consider . The call center is only one channel that customers use for service requests . Online chatbots and social media pages are increasingly the go-to options for customers , especially among younger generations .
As the number of channels for receiving customer service increases , so does the importance of integration between these channels .
If a customer initiates communication with a brand via web chat - and is then directed to call a customer service line where the representative has no insight into the problem - it ’ s a frustrating experience .
No one enjoys having to repeat themselves . Which is why call center employees must have visibility into the steps a customer has taken before hopping on the line with them .
WHY CARE ABOUT TX ?
Enterprises that provide TX are projected to outperform competitors by 25 % in satisfaction metrics for both employees and customers . CX-related metrics like post-call surveys and call length play a major role in how call centers earn new business : which should make TX a priority in your call center .
However , the nature of TX makes it difficult for many call center leaders to put it into practice . TX is predicated on interconnectedness . While this makes it a valuable approach for businesses , it also means that a failure of any one of the three pillars can lead to a breakdown of the other two .
For example , if a customer has been transferred multiple times due to poorly integrated MX , they enter their interaction with a call center rep frustrated and impatient . This short fuse increases the likelihood of a poor interaction , which comes at the expense of EX . It ’ s a domino effect that ’ s difficult to stop once it gets rolling .
High turnover rates also make it difficult for call center leaders to maintain continuity . Many managers already lack the bandwidth to provide sufficient training and support for each employee . And when employees are constantly cycling in and out , it makes TX more abstract than actionable .
Even so , TX is still the most accurate , holistic way for call center leaders to run their operation . And it ’ s worth navigating challenges to achieve it . Call center employees are the face of the organization for many consumers . And organizations cannot risk losing business by failing to consider all the factors that affect their success .
CLEAR THE PATH TOWARD TX
Investing in and building TX is an ambitious undertaking , but it becomes more manageable when you have the right technology in place .
One tool that can lighten the load on employees and managers is conversation intelligence . Conversation intelligence software records and analyzes both servicing and sales calls to identify patterns , then uses this acquired knowl-
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edge to provide real-time coaching for call center agents .
This software hits on multiple aspects of TX . It enhances EX by providing support in the moment instead of just after the call is over . Unexpected customer situations are inevitable , but having a helping hand to guide agents through these situations can keep call times down , thereby improving productivity and customer satisfaction .
Call center leaders don ’ t have time to parse through every call a rep makes to identify areas for improvement . But with the right software in place , you can gain access to call scores that provide a top-level view of what employees struggled with that week . These insights make the process of perfecting TX less abstract and more immediate .
Regardless of what technology you choose to implement , it ’ s important to ground your decision-making in a specific problem or objective .
Many call center leaders fall into the trap of dictating team culture without actually consulting their employees . You can guide EX , but it starts with the lived experiences of your agents . When considering potential technology solutions , consider the challenges your agents are experiencing and work backward from there .
TX IS AN AMBITIOUS GOAL BUT WORTH IT
If your call center is interested in improving EX or CX , you need to consider all the factors at play . Employee and customer satisfaction are intrinsically linked and influenced by external factors such as user and MX .
Taking a holistic approach through TX is undoubtedly a more complex endeavor than focusing solely on CX . However , it pays dividends . TX unlocks your call center ’ s full potential by helping foster customer loyalty , attract new customers , and generate repeat revenues . And by leveraging the right technology , you can give your employees the support they need to put a TX-centered approach into practice .
Michelle Tilton serves as the VP of Marketing at Gryphon . ai , a leading compliance and conversation intelligence platform . With more than 20 years of experience overseeing data-driven marketing operations , Michelle has in-depth expertise in B2B technology , data and analytics , digital media , branding and strategic planning .
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