Call Centre Metrics are the Reason Customers Are so Unhappy (part 1)

Here are seven classic examples from a recent blog of someone selling Call Centre Services. No, I really am to polite to call them out. I thought I had travelled back in time 50 years, but I am appalled there are people still doing this?!

This hurts my Head

Why are these so Wrong?
Answers on a post card but Part Two Next week will provide more insight.

And then in Part Three we will explore the alternatives…

Call Centre Measures that cripple Your Customer Experiences
(the seven deadly sins)

Service Level – “The service level is the percentage of calls responded in a particular time limit. It assesses the skills of agents to deliver the service as per the Service Level Agreement (SLA) given to the clients.”…. It is a significant way to judge the performance of a call center.

Average Call Handle Time –  “This KPI measures time an agent needs on a call.”

Average Queue Time – “To assure that the wait time of callers rests in the fair scope and the patience of customers should not be tested”

Call Abandonment – “It is a usual experience in the call center that clients disconnect the calls before even connecting to an agent.”

First Call Resolution – “The client is frequently in a rush. Thus, he requires that the concern of the caller must be fixed in the first call”

Occupancy Rate – “It is completely about the ability to complete the work within minimum time.”

Agent Turnover Rate – “It measures the rate of agents who switch the job. It not only causes customer service conflicts and delays as well as it also creates many issues.”

A person once said this to me… “If you pay people for doing dumb stuff they will get really smart at it”

A Very Wise Women

In Part Two we will review why Call Centre thinking is so BAD and should be BANNED.


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Get the inside track with Customer Experience thinking and practice

The once favorite topic for improving business performance was Lean Six Sigma, however, the last two years have seen the ascendancy of Customer Experience (CX) as a focus for top teams. ‘Google trends’ is a good barometer of emerging interests and this graph demonstrates increasing interest in CX (blue) compared with LSS (red). 


Curiously the largest interest in industrial age improvement techniques like Lean and Six Sigma is in non-English speaking countries, whereas Customer Experience is strongly represented in North America, UK, Australia and South Africa.


For those using the search term ‘Customer Experience,’ the associated topic list provides additional insight into searchers interests. The % trend reflects the growth year on year with ‘Omnichannel’ and ‘Digital data’ seeing explosive growth.

By way of additional information, a search with Epictions focused on Articles produces these top three pieces in the last three months on the theme of ‘Customer Experience – Omnichannel’.

1.  The Future of Car Sales Is Omnichannel (Bain & Co)

http://www.bain.com/publications/articles/the-future-of-car-sales-is-omnichannel.aspx

2.    Your Omnichannel Reading Challenge (Genesys)

http://blog.genesys.com/your-omnichannel-summer-reading-challenge

3.  Omnichannel Study: Now’s Your Chance to Get Ahead of the Competition for the Holidays (Marketingprofs)

https://www.marketingprofs.com/articles/2017/33005/omnichannel-study-nows-your-chance-to-get-ahead-of-the-competition-for-the-holidays

The ‘Reading Challenge’ provides an opportunity to dig deeper with some surprising reads available related to employee engagement and the very latest customer trends.

In the BP Group, we have codified the very best practices of CX leaders in and around Customer Experience into the CEMMethod™.

If you would like to find out more about how to access this learning please visit us at www.bpgroup.org or drop by at www.stevetowers.com

Data and information shared with thanks to Google and Epictions.

The 7 most popular Customer Experience Articles

Google tells us that Customer Experience is a significant and trending topic, the graph below ably demonstrates that point. (See google trends)


However, given all the noise what are THE most popular articles on the theme?
Here we present the seven most popular of the last couple of years.
Read and share

7th: Putting customer experience at the heart of next-generation operating models

McKinsey

This one for is McK’s second in the top seven this time…

“Digital is reshaping customer experience in almost every sector. Digital first attackers are entering markets with radically new offers, disrupting the ways that companies and customers interact and setting a high bar for simplicity, personalization, and interactivity.”

Jump to the Full Article here.

6th: Internet Of Things Will Revolutionize Retail

Louis Columbus

Teaching MBA courses in international business, global competitive strategies, international market research, and capstone courses in strategic planning and market research gives Louis the opportunity to research mega trends. Add to his portfolio writing for Forbes establishes his credentials in the space of customer transformation. In this article, he reflects on the coming ‘Internet of Things’ everywhere, and the impact on business and customers.

“87% of retailers will deploy mobile point-of-sale (MPOS) devices by 2021, enabling them to scan and accept credit or debit payments anywhere in the store…”

Jump to the Full Article here.

5th: The expanding role of design in creating an end-to-end customer experience

McKinsey

The second of McK’s into the top seven this time. Lines between products, services, and user environments are blurring. The ability to craft an integrated customer experience will open enormous opportunities to build new businesses.

“As digitization drives more and faster disruptions—and as customers increasingly desire the immediacy, personalization, and convenience of dealing with digital-marketing leaders—the business landscape is undergoing an upheaval.”

Jump to the Full Article here.

4th: The Employee Experience Is the Future Of Work

Jeanne Meister 

Working at Future Workplace, (an HR Advisory and Research firm) Jeanne casts her glow over the changes to the employee role within business today. She is also the co-author of The Future Workplace Experience: 10 Rules For Mastering Disruption in Recruiting and Engaging Employees: 

“Today, almost every company is undergoing a digital transformation. Cloud and mobile computing, artificial intelligence, and increasing automation have created the potential to transform nearly every aspect of a business.”

Jump to the Full Article here.

3rd: United Airlines Changes Its Policy On Displacing Customers

Richard Gonzales
Correspondent, San Francisco, National Desk NPR. With an eclectic style ranging across diverse topics such as 
medical marijuana, gay marriage, drive-by shootings, the U.S. Ninth Circuit, the California State Supreme Court and any other legal, political, or social development he understands CX first hand. Here we see a well-accounted discussion of, yes again, United Airline’s trials and tribulations.

“United Airlines crew members will no longer be able to bump a passenger who is already seated in one of the airline’s planes…”

Jump to the Full Article here.

2nd: How to Gamify your Customer Experience and Win…

Mike Dillard
Proudly proclaiming himself as a disrupter and innovator Mike’s perspective on Customer Experience is refreshing and unique in a world of sameness. He writes with an entertaining AND well thought out logic.  

“I honestly can’t think of a more difficult industry to get into than candles. You have thousands of manufacturers who are all selling the same thing… A piece of wax with a string in the middle and the only way to differentiate yourself is by changing your label, along with the size, color, and smell of that wax.”

Jump to the Full Article here.

1st: Delivering exceptional customer experiences – an art and science

Luke Shave
Luke works on the Retail partner side of Microsoft and benefits from first-hand experience of the changes in and around Customer Experience.


“Interacting effectively with customers has traditionally been a form of art, especially in face-to-face settings. But now that customers are increasingly shopping on social media, mobile apps, and websites, a bit of science can help win their loyalty. How can retailers combine customer service expertize with advanced technology to create exceptional customer experiences?”

Jump to the Full Article here.

It will be interesting to note your favorite… more soon, meanwhile
Ciao, Steve

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www.bpgroup.org
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Customer Experience Management is the trending topic on the top table around the world. And yet so much of the past baggage is being dusted off as customer centricity.

Go beyond that and let’s get more scientific about the customer experience.


Those organizations who get it measure CX success through winning the triple crown, simultaneously reducing costs, growing revenues and improving service. How are you measuring Customer Experience?

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