The whole IS greater then the sum of its call center parts


Share on LinkedIn

Imagine this scenario: Some time ago you purchased an electronic gizmo and its product protection plan at a national retail chain. Now your gizmo is acting all goofy and you want it fixed and quickly (you’ve become rather attached to your gizmo)! You call the toll-free number, successfully navigate the IVR the first time around, wait a little over two minutes to reach a call center agent … who can’t seem to find your contract in the system. Your call gets escalated to a manager who you waited about 5 more minutes talk to so she can attempt to pull up your contract by your phone number, date of purchase, credit card number and all likely mis-spellings of your name. And nada. Still no contract to be found. You are then ushered off to yet a third human being who puts you on hold while he calls the store where you made your purchase. Contract number in hand, you are then transferred back to the general customer service queue where you started and receive instructions on how to get your gizmo repaired. Hopefully you weren’t planning to eat during your lunch hour.

At every step in this lengthy process, it seemed that people did exactly what they were trained to do. A quality monitoring analyst listening to any of the separate conversations you were having with their call center may have even walked away thinking “What a great customer interaction! I need to remember to walk by later and praise Dan for his great customer handling on that call.” Meanwhile, you walk away from the interaction without lunch and determined never to buy a gizmo protection plan ever again. After all, your time is worth something. You may vow to never even buy that brand of gizmo ever again.

Such is the myopic view that call centers have been operating under since the industry began. And, if in your zealous pursuit of a 360 degree view of the customer experience, you’ve ever tried to piece together these disassociated touch-points you know that it is a massive undertaking requiring heroic efforts on the part of your IT group (think CRM product implementation kind of effort) or your poor, under-appreciated Excel or MS Access sage. The point is (to quote Aristotle), “The whole is more than the sum of its parts.” In order to truly improve the customer experience, one must be able to view it and understand it from a holistic standpoint. From the initial touch point, to the very last and everything in between, dial-to-disconnect Speech BI provides the insights you need to truly be customer-centric.

You can obtain more insights on analytics from dial to disconnect right now by clicking here.

A video on Dial to Disconnect can be found here, but why not check out the whole series of Speech Analytics videos here.

Republished with author's permission from original post.

Carmit DiAndrea
Carmit DiAndrea is the Vice President of Research and Client Services for Customer Relationship Metrics. Prior to joining Metrics, Carmit served as the Vice President of Behavior Analytics at TPG Telemanagement, a leading provider of quality management services for Fortune 500 companies. While at TPG she assisted clients in measuring behaviors, and provided management services to assist in affecting change based on newly created intelligence.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here