A few weeks ago I had an unfortunate experience when I made a call to a call center. My dishwasher was having problems. Fortunately, it still has about three years left of warranty, so I figured the call would be pretty simple: tell them the problem, schedule someone to come out, done.
In fact, that’s about what happened. However, the call was less pleasant than what I thought it was going to be. Nothing bad happened, no one got upset, but the girl on the other end sounded half asleep and very apathetic. Online, apathetic is defined as “showing or feeling no interest, enthusiasm, or concern.”
Truthfully, I don’t need someone I call to be overly interested, enthusiastic, or concerned about a simple problem that would be fixed by a technician. But NO nothing… except yawning, and lots of quiet from her side during our conversation…. that wasn’t a “delightful” experience.
This was in stark contrast with another appliance vendor I recently did business with… they were a much smaller organization and very focused on customer service… and you could feel it!
So, who cares? Everyone should care. I, as the customer, am much more inclined to purchase appliances from the company I think cares about me than from the company that is half asleep on the phone. If I take my business elsewhere that impacts every person in both companies.
So what does this have to do with Snowfly?
I believe that the success of your call center business has to do with how your agents act (and react) on calls. I don’t need cartwheels but I do need to feel respect and support. Whether you are doing sales, collections, support, service. your agents are the face of the company, and are representing and impacting the brand and the customer experience.
With Snowfly Incentives we help you reward and recognize your agents. They can get recognition from various sources, and that recognition can lead to intrinsic or extrinsic rewards. Snowfly Incentives is a great way to help employees know you appreciate them and value their spot on the team, as well as their contribution. Overhear some excellent customer service? Recognize your team member or colleague through Snowfly Incentives. Throw down some killer sales numbers? Have automatic recognition and rewards be awarded through Snowfly Incentives.
Let’s take it one step further. With Snowfly Speech Analytics you can now monitor every single call that your agents are on. We simply tie into your phone system for the recording and analyze each call based on metrics that you set up… was there a proper greeting? Was the problem confirmed (repeated)? Did the agent double check the email address? Where there certain words or phrases used (or not used)? Snowfly Speech Analytics can deliver to you an awesome insight into your operation that allows you to identify training opportunities (or needs) as well as know who your stars are, and who you might have to let go (for repeat violations even after other corrective measures).
And of course, Snowfly Speech Analytics ties into Snowfly Incentives, which allows your agents to get positive reinforcement for the things they are doing right. With these two products we can help you impact and change and improve your company culture, employee performance, employee satisfaction, and even retention.
We take the buzzwords from conferences and speakers and give you tools to make a real difference in the lives of your people as well as your business objectives!
Not using Snowfly yet? Reach out to us… we’d love to brag about our stuff and see how we can help!