In my previous two posts in this blog series I highlighted that mastering call containment is a must for contact centers if you want to reduce costs, increase customer satisfaction, and create an effortless experience for your customers. Based on Nuance experience and industry best practices, I’ve also identified four tips to help a containment strategy implementation succeed:
- First, plan out the key activities for the containment strategy. This includes documenting key observed problems, identifying points of inquiry, and establishing clear, actionable, and measureable goals. Be specific.
- Next, head into data gathering mode. Collect any data from existing analysis and benchmarking activities. Consider interviewing in-house stakeholders to provide additional context toward understanding what is working and what is not. Consolidate this information to provide a 360 degree perspective on your existing situation from a systems perspective.
- Once the systems perspective is clear, create a detailed evaluation of the current state of user experience and customer service. Use metrics to benchmark against internal goals, objectives, and best practices.
- Now that available systems and customer experience data has been sorted, identify and prioritize the improvements and desired outcomes from your call containment efforts. Focus on both short and long-term goals, keeping in mind improvement may take some time. While it’s good to shoot for the moon, make sure you set realistic outcomes based on the resources your company has available. And remember the three key rules: make a great first impression, make it effortless, and proactively engage your customers.
If you adhere to these guidelines, you’ll likely see significant call containment improvement and accrue the resulting business benefits.