Big Data: Matching Personalities In The Call Center - InformationWeek

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Big Data: Matching Personalities In The Call Center
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Gigi3
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Gigi3,
User Rank: Ninja
3/20/2015 | 5:27:51 AM
Re: A lot more with this data
"I have also experienced that IVR was a good tool which can take a lot of load from the agents but I have felt that because of so many service offerings, the IVR has become so much complex that I feel it takes lesser time to get connected to a call center agent nevertheless we have to wait quite long to hear agent's voice."

Nomii, IVR is a good option and applicable only for limited queries like knowing last 5 transactions, balance in account, blocking the card, regenerating the PIN, complaint registration etc. But may not be feasible for extensive queries like rectification of wrong entry,  reversal of fine/charges etc.
Gigi3
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Gigi3,
User Rank: Ninja
3/20/2015 | 5:19:46 AM
Re: Voice Recording in Call Center
"I think not only the calls which are made to the call center should be recorded but also the personal visits to the clients so that it can be tracked that what commitment is made by which customer representative. Secondly the effected customer should be compensated."

Nomii, second option is attractive. Around 90% of all these businesses are happens at client side through various selling agents. So recording may not be feasible, instead of that clear cut writing is fair enough. I mean whatever may be the comments or comments from selling peoples; that should be captured in written form for later reference. 
nomii
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50%
nomii,
User Rank: Ninja
3/17/2015 | 8:45:24 AM
Re: A lot more with this data
I have also experienced that IVR was a good tool which can take a lot of load from the agents but I have felt that because of so many service offerings, the IVR has become so much complex that I feel it takes lesser time to get connected to a call center agent nevertheless we have to wait quite long to hear agent's voice.
nomii
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50%
nomii,
User Rank: Ninja
3/17/2015 | 8:34:42 AM
Re: Voice Recording in Call Center
I think not only the calls which are made to the call center should be recorded but also the personal visits to the clients so that it can be tracked that what commitment is made by which customer representative. Secondly the effected customer should be compensated.
Gigi3
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0%
Gigi3,
User Rank: Ninja
3/10/2015 | 12:11:05 AM
Re: A lot more with this data
"I agree that there can be many other ways of using the recorded calls. Like it can help to check which kind of customer request takes the longest time or which information is requested frequently so that its response time can be reduced. If I am call center agent and I get a call, the frequently requested information should get automatically displayed on my dashboard by detecting the number of the caller."

Nomii, you are right. If they are able to properly analyze the datas; they can easily find out much vital info like, nature of the complaints, peak hour of call, age groups, types of major concerns etc. They can effectively put these datas for enhanced product or better solutions
Gigi3
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Gigi3,
User Rank: Ninja
3/10/2015 | 12:06:57 AM
Re: Voice Recording in Call Center
"Yes the companies have a serious problem of making wrong commitments and I have also been its victim while getting my first credit card. I think this is the result of weak internal processes that they cannot restrict such misconducts. Secondly if the companies are bound to pay huge fines in case of such incidents, than they will seriously address this issue."

Nomii, most of the peoples are victims of such wrong commitments from business team. To moot business and to attract customers, orally they used to offer various benefits and commitments. But nothing either in written or records; Later they used to deny also.
nomii
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nomii,
User Rank: Ninja
3/6/2015 | 1:05:49 AM
Re: Voice Recording in Call Center
Yes the companies have a serious problem of making wrong commitments and I have also been its victim while getting my first credit card. I think this is the result of weak internal processes that they cannot restrict such misconducts. Secondly if the companies are bound to pay huge fines in case of such incidents, than they will seriously address this issue.
Gigi3
100%
0%
Gigi3,
User Rank: Ninja
3/3/2015 | 4:24:44 AM
Re: Voice Recording in Call Center
"I believe that in normal cases the call center may not have the policy to replay the recording to the customers. I know a friend working in a call center and their recorded calls are randomly picked for quality review. And they are only allowed to replay the voice if the issue is escalated to a higher level."

Nomiii, there won't be any need to replay for customers/callers, but they can use as the reference for escalation of wrong commitments and assurances from customer care people. Something they are assuring while selling and later denying is a major issue
nomii
50%
50%
nomii,
User Rank: Ninja
2/27/2015 | 7:01:02 AM
Re: Scratching the surface
I think the data remains unstructured until it is not in the radar of the companies. Once such data gets into radar and some time is spent over them than they start becoming structured. This stage would only come once the data and its related benefits are identified.
pfretty
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pfretty,
User Rank: Ninja
2/26/2015 | 11:06:34 AM
Scratching the surface
There is so much potential when we look at not only leveraging structured data, but also garnering nuggets from unstructured sources including the voice recordings. A recent IDG SAS survey showed that most organizations have a desire to increase their utilization in these areas. However, maturity levels do present challenges. I look forward to seeing how organizations move forward in this space.

Peter Fretty, IDG blogger working on behalf of SAS 
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