Poor communication and inability to deviate from script most common complaints
Poor communication and an inability to deviate from the script have been named as the biggest consumer frustrations with call centre agents, in a survey conducted by speech search specialist Aurix. Less than two per cent of respondents said that they were happy with their call centre interactions.
The survey asked over 100 consumers to select from a list of common complaints about agents, which also included: a rude or unpleasant manner, insensitivty, or unsubtle cross or up selling attempts when making a separate enquiry.
To enable call centre managers to monitor the performance of their agents, and to identify how consumers are responding to them, Aurix has recently launched its desktop speech search and analytics product, Gopher-it™.
The tool enables contact centres to identify words and phrases in recorded calls, helping management teams to measure the performance of agents and the responses of clients to combat compliance breaches and gain competitive advantage. This results in the ability to address the problems at the root cause, the processes and procedures driving the business.
Peter Rogers, CEO at Aurix explains, “Call centre agents and their managers face a host of challenges in their daily job. But with the ability to quickly and easily search speech in call recordings, they can identify any bottlenecks, dealing with skills gaps or poor communication. In addition, the technology can be utilised to identify customer grievances – cutting out issues which cause customer frustrations at the earliest possible stage.”
The phonetic speech search technology used in Gopher-it™ was originally developed by scientists at Aurix for the intelligence services. It has now been successfully transformed into an application for the contact centre environment, which is simple to use, easy to deploy and low cost to implement and maintain.
