Call Center Mexico: What is your Contact Center Intelligence (CCI) Score?

Call Center Mexico: Intelligent Contact Center – A contact center that masters the art and science of data-driven customer interactions (by marrying and jointly analyzing contact center and enterprise data sources to provide real-time decision making guidance)

According to Omer Minkara, Aberdeen Group analyst and author of “The Intelligent Contact Center” industry report, Intelligent Contact Centers enjoy a 4.3% higher customer retention rate, a 10.1% higher number of quality SLAs met and an 8.9% reduction in customer complaints.

Call Center MexicoA recent webinar by Aberdeen and NobelBiz.com (titled “Next Big Thing…Intelligent Contact Centers“), discussed how to transform your contact center into an Intelligent Contact Center. But first wouldn’t you like to know where you fall in terms of the intelligence level of your contact center right now?Here is a scorecard to determine your contact center intelligence (CCI) score:

*Give each question a score between 1 and 10 (with 10 being the best)

1. How integrated are your “customer-care” systems across your contact center and enterprise? (call recording, speech analytics, WFM reporting, CRM, ERP, Finance, Customer Support…)

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2. How well do you provide customer-facing staff with a truly unified view of customers? (e.g. CRM is connected to payment history, fulfillment, sales history, shipment data, returns data, product support tickets, inventory, etc.)

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3. How effectively do you use multi-channel data (phone, email, chat, social…) to personalize customer interactions?

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4. How timely is the customer insight you supply to customer-facing staff when a call comes in?

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5. How effective and actionable is the real time or near real time decision making guidance your agents receive while on the phone?

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6. How much does historical customer and agent skill/performance data come into play when directing callers to the right channel or agent?

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7. How close to real time are contact center and agent performance results given to contact center managers and executives?

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8. How closely do your contact center executives and your CIO collaborate to manage customer care data?

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HOW TO DETERMINE YOUR GRADE

Add your scores from each question.

Under 50 – Lack standard “Intelligent Contact Center” capabilities; you do not have an integrated view of customers nor agent/contact center performance, and you are not in a position to provide customers with highly personalized customer care. With the right advancements in technology and workflow, you have opportunities to significantly boost customer satisfaction and sales closure/upselling rates.

50-59 – Have moderate “Intelligent Contact Center” capabilities but lack access to real time/near real time agent performance, customer satisfaction and historical purchasing data which can lead to higher revenue, customer satisfaction and first call resolution. You also likely lack real integration between your contact center and enterprise data sources which leaves you with an opportunity to integrate and analyze this data to provide a unified view of the customer and sales/service opportunities.

60-69 – On your way to having a real “Intelligent Contact Center” with integrated customer and enterprise data, real-time/near real time performance reporting, almost immediate decision making guidance for agents and you are effectively utilizing data and intelligence to service and sell to your customers/prospects. With a few upgrades in technology and workflow, you can refine your operation to the level of a world class “Intelligent Contact Center”.

70-80 – You essentially have an “Intelligent Contact Center”; your customer interactions are truly driven by current data, you are successfully marrying contact center and enterprise data streams, your customer facing staff have a unified view of the customer and immediate decision making guidance to improve service, upsell/cross sell while on the phone. You also have effectively bridged the gap between the contact center’s intelligence gathering and reporting and the company’s intelligence gathering and reporting.

Written by Tim Tinnel

Tim Tinnel has over 25 years of Information Technology management and executive experience developing and executing full spectrum Information Technology and Telecom solutions connecting Enterprise Information Technology to real world business needs.

Source: http://blog.nobelbiz.com/what-is-your-contact-center-intelligence-cci-score?utm_campaign=Intelligent%20Contact%20Centers&utm_content=52185317&utm_medium=social&utm_source=linkedin

Keywords: Call Center Mexico