There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally.
With the increasingly competitive global economy, businesses need the contact center to optimize not just for service levels, but for business outcomes such as profitability, customer retention and customer satisfaction, and to do so globally across contact centers.
One solution is to match each caller to the best agent to achieve the desired business outcome from that call, regardless of location. This requires a system that reaches beyond a single agent population to all agents globally.
By adding Global Analytics-Driven Routing from the cloud, business outcomes can be maximized including:
- Improving efficiency, reducing costs
- Increasing sales
- Reducing abandons
- Increasing first-call resolutions
- Increasing customer satisfaction
Put Routing Intelligence in the Cloud
With the advent of the Internet, cloud computing and advances in voice technology, it is now possible to intelligently route calls globally from the cloud. This technology can connect calls directly with agents or connect to on-premise systems and drive their routing behavior.
This requires no on-premise footprint, capital outlay or replacement of existing boxes. It is a subscription service.
Centralize Routing Rules
Regardless of where the agents are—on-premise, outsourced, at home, onshore or offshore—this approach empowers supervisors to centrally manage routing strategies to respond to changing traffic conditions and performance. For example:
- Service-level routing—Define maximum wait times and reroute calls to overflow agents and vendors
- Skills-based routing—Assign proficiency scores to agents and send them calls that match their skills
Dynamically Drive Routing Strategies with Analytics
Cloud-based global routing systems can also collect data from IVRs, CRMs, on-premise ACDs, customer databases and public demographic sources and analyze that data to dynamically route interactions based on a variety of factors. For example:
- Performance routing—Match customers in real time with agents who will drive the best business outcomes
- Demographic and personality routing—Match customers with agents with whom they will most likely have an affinity
- Customer status routing—Route customers likely to churn to agents best at retention, and those with upsell potential to those best at sales
- Value-based routing—Prioritize customers with a higher propensity to buy or lifetime value and route to higher-skilled agents
- Media-prioritization—Route interactions based on an agent’s proficiency with a media type
Manage Operations with Real-time Dashboards
The ability for cloud-based global routing systems to collect data from multiple contact center systems across the globe puts a rich set of customer interaction data into the hands of contact center managers, which they can analyze and use to improve the customer experience in real-time.
A dashboard displays all the calls coming into each center: call wait times, abandoned calls, and number of agents logged in and on calls at each site.
This enables contact center supervisors to make adjustments on the fly with just a few clicks or configure the system to adjust automatically. For example, if customers with high profitability potential are waiting in long queues, reroute them or deploy more resources.
Centrally Route Multimedia
Cloud-based routing systems can also manage multimedia channels. With the interaction distribution software being its own entity in the cloud, layered above other contact center systems, it can route email, chat and social media to meet performance goals.
With this Global Analytics-Driven Routing approach, contact centers have reduced agent costs and improved outcomes by managing agents as a global pool across sites.
This approach increases the average speed of answer, since it leverages the agents and teams at all the contact centers worldwide.
Sales-oriented centers have increased sales by reducing hold times and cutting the number of abandoned calls by up to 50%, especially during peak periods.
Customer service contact centers have increased their first-call resolutions and customer satisfaction scores by matching customers with the agents who can best meet their needs.
Finally, Global Analytics-Driven Routing gives contact center managers real-time visibility and control over global call traffic, making it easy to manage and exceed performance goals.
Transera, a BroadSoft company, works with consumer-facing companies to transform their contact centers into strategic business assets. Transera’s cloud-based software improves contact center performance through global management, control and advanced analytics across systems and channels. www.transerainc.com