Nov 20, 2013 9:55:00 AM

Tackling the Pitfalls of Using Live Voice Operators

Posted by Niccole Muraca

For some companies, live voice operators are an integral part of customer service strategy. When used effectively, live voice operators have the potential to provide a positive customer experience by warmly greeting callers and directing them to their destinations. And unlike the IVR, live voice operators are able to provide personalized service and a sympathetic ear. However, the success of using live voice operators depends on much more then friendly agents.

For example, a recent AVOKE Analytics customer wanted to understand why so many of its operator-handled calls were experiencing multiple transfers. They believed that live voice operators routed calls more accurately than the IVR and didn’t understand where problems were occurring. To answer this question, the company needed to analyze their callers’ journeys from dialing to hang-up and turned to AVOKE to obtain the full picture.  

By using the AVOKE Call Browser, which captures calls end-to-end, the company was able to analyze transferred calls. In doing so, the company was surprised to learn that 30% of all department transfers were due to operator error. As in many companies, there were a number of factors contributing to this situation. First, the operators needed to be better trained on how to probe for call reason. Second, the operators were under a great deal of pressure to handle calls quickly, placing the emphasis on speed rather than accuracy.

In its current state the company had the worst of both worlds: high cost of live voice operators and excess transfers due to inaccurate operator routing. But change was possible and analyses performed by AVOKE Analytics revealed that the company had a couple of options to drive improvements: 

a.)    Switch to an IVR, cutting the costs of live voice operators. Analyses by AVOKE demonstrated that the IVR could route calls more accurately than the current live voice operators. 

b.)    Focus on operator training, improving the accuracy of department transfers.

In the end, the customer decided to focus on option b: keeping their live voice operators but making a commitment to additional training. AVOKE determined that by coaching operators to probe more deeply for call reason, the company could route 11% more calls to the correct location!

As highlighted by this AVOKE Analytics customer story, failing to understand how your live voice operators are functioning can lead to poor customer service delivery and excess cost. To avoid these pitfalls, it is critical for companies to understand how their operators compare to an IVR and what kind of service they are delivering. By analyzing the entire customer experience, it is easy to identify where processes are breaking down and how to make improvements.

AVOKE Analytics is a cloud solution that records the whole call, end-to-end, and provides companies with the needed analytics and expertise to deliver effective customer service.  To learn more about AVOKE, click here

Topics: Customer Experience, Misroutes