There is rapid innovation taking place within the telecoms industry, as many operators are differentiating through customer experience. The main criterion of choice today is CX because price and product no longer change from one competitor to another.
The processing of large volumes of messages from volatile customers means the growth of digital interactions requires contact centres to restructure and think differently.
Contact centres are becoming orientated towards productivity. They are using tools and processes that are improving efficiency with more interactions handled by utilising the same resources.
A significant change observed within the area of contact centre productivity is the growth of digital customer interactions. This is where the processing of large volumes of messages on various channels to adopt a new contact centre organisation oriented toward productivity. Utilising the right processes and tools, telecoms can improve their productivity to manage more interactions with the same resources while keeping a consistent service quality.
Productivity improvement benefits
92% of customers think that stores are not a must-have for mobile operators, highlighting the expectations for digital experience in this sector and the relevancy of digital-only players.
Digital channels have the ability to operate both synchronously and asynchronously. This means that unlike synchronous phone calls, they can transition from one channel to another with ease.
Contribute to improving productivity in your company and smoothing the activity across the day. That way, agents can reply in real-time.
One of the most apparent benefits of productivity gains is the reduction of costs. However, the impact is going beyond that and brings the following advantages:
Facing challenges of resources management
Agent recruitment and retention are challenging areas within the contact centre. Studies show that contact centres tend to see turnover rates from 30 to 45%.
There are several issues to identify this, such as stress, monotonous tasks, and inappropriate work environment. On this latter issue, 75% of agents reported being unhappy at work when the tools they use to communicate hinder productivity.
Telecoms need to rely on large teams of agents when serving millions of customers. Turnover can then represent thousands of employees leaving every year, associated with significant costs (hiring, training, productivity loss).
If telecoms adopt a scalable solution that can help overcome the challenge of resource management. The development of contact centre models can aid the standardisation of the following:
How to improve productivity?
It is possible to improve productivity by unifying the management of every digital channel within a unique interface. The outcome being a shift away from a siloed team organisation based on channels.
The reason is that agents have the ability to answer customer queries across channels on the platform. Therefore telecoms can adopt an organisation based on skills: billing, sales, technical assistance.
Having each agent able to answer on all channels means that telecoms can adopt an organisation based on skills: billing, sales, technical assistance.
A unified customer engagement platform integrates features that enable productivity gains:
This comprehensive view allows telecoms to monitor and pilot their activity in real-time. If peaks occur, they can optimise their resources in real-time to make sure to provide a qualitative service. For example, if peaks arise on a particular channel after a product launch, telecoms can choose to assign more resources to this specific channel, to handle the volume, and keep their response time promise.
Telecoms need to connect all their customer service tools such as CRM, Customer Engagement Platform, Business Intelligence (BI), Workforce Management (WFM)… The circulation of data enables the optimisation of processes between tools and contribute to productivity improvement. By relying on an open platform, telecoms also make sure they are ready for the future: whatever new tool or channel is needed to innovate, they can easily integrate it.
