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As artificial intelligence (AI) disrupts industries at a breakneck pace, the contact centre industry hasn’t been immune to a fog of misconceptions and myths clouding its true capabilities and limitations. We tackled these misconceptions head-on during our webinar titled “Top things you really need to know about AI in the contact centre,” where industry experts Garry Gormley, Founder of FAB Solutions, and Matthew Yates, VP of Engineering at MaxContact, delved into the most prevalent stereotypes and opinions surrounding artificial intelligence (AI) in the contact centre industry.

The panel worked through each myth one by one, revealing whether it was true or false and sharing their invaluable insights on the topic. As AI continues to revolutionise the contact centre landscape, it is crucial for industry leaders to separate fact from fiction to make informed decisions about implementing this technology.

Myth 1: 74% of people believe AI is unethical

False. While a Forbes article from April 2023 reported that 96% of people consider ethical and responsible AI to be important, the majority do not believe AI is inherently unethical.

Yates emphasised the importance of ethics in the context of AI, stating, “Trustworthy AI and ethics is really important, and I think it’s a topic we’re going to see more of.” He also highlighted the need for human accountability, traceability, and good privacy and data governance when building and using AI applications.

Gormley added, “It’s defining what actually is ethical AI. And I don’t think there is a really clear description around what ethical AI is.” He also emphasised the importance of transparency, fairness, and privacy, particularly in areas like voice biometrics, where additional safeguards may be necessary as the technology develops.

Myth 2: Only 1 in 10 contact centres can afford to implement AI

False. A study from Call Centre Helper stated that 51.8% of contact centres now have a strategy built around AI in 2024.

Gormley pointed out that contact centres have been incorporating elements of AI for some time, saying, “It’s affordable. I think it’s accessible, even more so now with all of the different CCaaS vendors starting to integrate more AI technology into things like their chatbot technology and their agent assist.” He emphasised the importance of having the right strategy and deciding how to scale AI throughout the customer journey.

Yates added, “I hope that in 2024, every contact centre out there is thinking about their strategy around AI.” He encouraged decision-makers to identify pain points and opportunities in their customer journey lifecycle and evaluate suitable vendors and solutions accordingly.

Myth 3: AI can detect customer emotions correctly during 65% of interactions

True. AI sentiment analysis has been found to have between 55 to 65% accuracy, which is not far off the human level of sentiment detection, which sits around 60 to 70%.

Yates explained that sentiment analysis involves two parts: analysing the words used in conversations and examining the audio for human emotions. He noted that sentiment analysis through text is currently more mature than audio analysis but expects a combination of the two to provide a holistic view of emotion in conversations within the next 2-3 years.

Gormley expressed excitement about the potential of speech analytics, saying, “I think there are two aspects that I look at. Firstly, the customer perspective, and that’s easier to analyse in terms of the words, the language, and the phrases that customers are saying. But I think there’s also something to think about in terms of the agent sentiment as well.” Garry explained that sentiment analysis can also be used to highlight agent vulnerability, lack of support, or confusion, identifying areas for further training.

Myth 4: 14.2% of people have never interacted with a chatbot

True. A study conducted by Userlike found that 80.2% of customers said they have interacted with a chatbot, 14.2% have never, and 5.5% said that they couldn’t remember.

Gormley emphasised the importance of chatbot design, stating, “It’s never about the interaction for me. The key to a successful chatbot implementation begins all the way back right back to the start. It’s important to think about what issues we’re trying to solve with the chatbot. What’s the flow, and what’s the kind of common customer questions that are being asked so that we can program into a chatbot to have the correct self-serve options.”

Yates agreed, adding, “It’s important to really think hard about what use cases you want to truly solve the problems with a chatbot, and some are too complex.” He noted that while some chatbots can effectively solve problems, others simply act as a holding pattern before connecting with a real agent, which can lead to frustration.

Myth 5: AI can help cut compliance costs by 10%

True. A study in June 2023 found that AI was already helping 36% of tightly regulated industries, such as finance, cut compliance costs by 10%.

Yates highlighted three areas where AI can help with compliance: script adherence, mandatory statements, and vulnerability detection. He explained, “Those three are areas that we see quite a lot across our client base. And certainly, AI could help with those because it can identify any outliers across all contact centres interactions, which in turn helps improve risk posture in the organisation.”

Gormley focused on the impact of consumer duty regulations, particularly in the financial services sector. He noted that AI can help identify issues like misleading statements, misadvice, and selective presentation, which can lead to significant fines from the FCA. Gormley mentioned that in 2024 alone, the FCA had already issued £54 million worth of fines to contact centres.

Myth 6: AI can help to automate 84% of contact centre interactions

False. A study by Zendesk actually suggests that around 40% of customer interactions can be handled by AI.

Gormley questioned the Zendesk poll, stating, “I would love to see that poll by Zendesk done again because I think it’s probably higher in the last maybe 6 to 12 months.” He mentioned that as chatbots and AI are deployed across the contact centre, they can become more intelligent and handle more queries independently.

Yates encouraged contact centres to think carefully about which interactions they want AI to handle and which ones are best left to humans. He gave an example, saying, “For example, if a customer wants to phone up and cancel their Sky subscription, if I’m Sky or if I’m a representative working on behalf of Sky, I probably don’t want to offload that issue to an AI chatbot and would want a human agent to handle that particular query to gain a better understanding of why the customer wants to cancel and to try and retain them if possible.”

Myth 7: 21% of contact centre leaders say that AI is already helping them create a better customer experience

True. An internal research report from MaxContact in October 2023 confirmed that even in the early stages, AI in the contact centre is already proving to enhance CX.

When asked where contact centres should start with AI to boost CX, Matthew Yates recommended, “Start by understanding the problems and opportunities, and identify where AI can best help.” He suggested beginning with quality assurance and compliance, as it offers a tangible ROI and is easy to understand the benefits of using AI to analyse 100% of calls rather than the 2-3% that are manually reviewed today.

Gormley stressed the importance of getting the customer experience right, citing statistics showing that customer satisfaction is starting to drop. He emphasised the need to identify the purpose of using AI, the use case it’s trying to solve, and the data that underpins the journey. Gormley advised, “Let’s take one journey at a time and iterate. Continuous improvement is better than delayed perfection.”

Mindful Implementation for AI Success

As the webinar demonstrated, while AI is an exciting development in the contact centre industry, it is essential to approach its implementation mindfully. By debunking common myths and stereotypes surrounding AI, contact centre leaders can make informed decisions about how to best leverage this technology to enhance customer experience, improve efficiency, and remain compliant with industry regulations. The insights shared by Garry Gormley and Matthew Yates serve as valuable guidance for navigating the evolving landscape of AI in the contact centre industry.

Catch Up On-Demand

Interested to hear more AI truths? Watch the full discussion below.

To find out more about how MaxContact’s AI functionality can help your contact centre unlock hidden insights and boost efficiencies, book a demo with our team today.

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Public sector contact centres are on the cusp of a digital revolution, aiming to streamline processes, personalise interactions, and delight customers with efficient and user-friendly experiences. However, embarking on this journey often comes with budgetary limitations. While long-term digital goals are crucial, the needs of your contact centre can’t wait. In this blog post, we’ll explore practical strategies to bridge the gap between your current state and digital goals.

Public Sector Budgets & ROI for 2024

The local government finance settlement for 2024-25 makes £64.7 billion available for local government, a 7.5% increase. The Government promises £4.2 billion in funding in 2024, allowing UK public services to invest in new technologies like AI and replace outdated IT systems. However, a study by the Department for Levelling Up Housing and Communities showed that councils dedicate only around 15% of their digital budgets to transformation initiatives, with legacy system maintenance consuming resources.

The study also revealed good progress towards digital transformation, with nearly three-quarters of responding councils having an identified technology leader and over half having a published digital strategy. However, budget pressures can hinder upgrading legacy systems, which are often less secure and efficient than modern varieties. On average, 15% of councils’ digital budgets are spent maintaining legacy technology, a figure that should ideally be reduced to zero.

Despite these challenges, studies suggest significant potential for cost savings and improved efficiency through digital tools, with examples of over £41 million in direct savings showcased by the Local Government Association. The public also benefits from faster, more convenient services, while improved data management informs better decision-making. The pandemic accelerated progress by an estimated five years, suggesting some projects can be completed relatively quickly.

Assessing Your Current Landscape

Before tackling solutions, assess your current landscape to prioritise the most impactful initiatives:

• What are the biggest pain points for your customer-facing teams and customers?
• Are there recurring issues with call handling, call waiting, self-service, or team training?
• Envision your ideal state and how technology could empower your team to deliver excellent service.

Practical Interim Solutions

1. Migrate to a cloud-based contact centre platform for more flexibility, control over costs, and regular enhancements. Bring all customer interactions into one platform for easier, more efficient management.
2. Consider workforce management and optimisation tools for automated scheduling, performance tracking, and skills-based routing. Ensure you have the right team with the right skills to handle calls at the right times to improve efficiency and decrease wait times.
3. Refine your IVR menus and route calls automatically to the best people. Explore natural language processing for smarter call routing. A well-designed IVR empowers customers to self-serve while reducing the burden on your agents.
4. Create digital self-service opportunities, like a robust knowledge base accessible to agents and the public. Build out FAQs, guides, and resources. When agents can quickly find answers and customers can easily help themselves, everyone benefits.
5. Use AI-driven insights from tools like speech analytics to coach and develop your team. Invest in targeted training to address skill gaps. Motivated, well-equipped agents are the backbone of great public service.
6. Implement omnichannel communication, allowing customers to interact via webchat, email, or social media for increased convenience and satisfaction.
7. Utilise SMS or email notifications to keep customers informed about appointments, application statuses, or service updates, demonstrating transparency and enhancing the customer experience.
8. Gather customer feedback after every interaction through post-call surveys or email feedback forms. Analyse this feedback to identify areas for improvement and contribute to your long-term digital transformation strategy.

How MaxContact has helped Dudley Council streamline their rental income collection process and improve community service:

Remember the Big Picture

As you implement interim solutions, view them as stepping stones in your larger transformation journey. Define clear metrics to measure success, develop a change management plan to support adoption, and consistently analyse data to surface ongoing improvement opportunities.

Maximise the impact of interim solutions by focusing on measurable outcomes, implementing a change management strategy for smooth adoption, and leveraging data analytics for continuous improvement. These insights can inform both your current operations and your long-term digital transformation goals.

The path to digital transformation is challenging, but with pragmatic strategies, public sector contact centres can make strides even with constrained budgets. By focusing on cloud migration, workforce optimisation, self-service enhancements, agent empowerment, omnichannel communication, and data-driven continuous improvement, you can bridge the digital gap and lay a strong foundation for the future. Embrace the journey and celebrate each milestone – your team and the public will thank you.

Find out more about how MaxContact can transform your public sector contact centre.

Sources:

https://dluhcdigital.blog.gov.uk/2023/09/28/local-digital-evaluation-study-a-snapshot-of-our-initial-findings/
https://www.local.gov.uk/digital-transformation-programme
https://www.virginmediabusiness.co.uk/revolutionise-the-everyday/local-authorities/

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This has been a year of challenge and change for the contact centre industry. On one hand, the hype around ChatGPT brought AI into the mainstream, even if AI-powered chatbots and speech analytics have been part of advanced contact centre solutions for a number of years. With growing customer and agent acceptance, the continuing development of these technologies will bring new opportunities for efficiency and service enhancement to the sector.

On the other, 2023 was in many respects a difficult year, thanks to a tough macroeconomic climate, new regulatory requirements and growing customer expectations. These factors piled more pressure onto already stretched contact centre teams.

It all added up to a need for agility and adaptation in the face of evolving demands. MaxContact was happy to be able to help our clients meet that need; we were recently named one of the top CCaaS vendors of the year. We’ll carry on the good work in 2024.

But more widely, what will the new year bring? Let’s gaze into the MaxContact crystal ball…

AI will evolve and spread

Investment bank Goldman Sachs predicts that 2024 will be the year generative AI moves from the “excitement phase” to the “deployment phase”.

In other words, expect to see the continued development of AI in 2024 across sectors and industries. Contact centres will be no exception. For example, AI-driven chatbots are likely to improve further, handling more complex queries and providing more human-like responses through breakthroughs in natural language processing (NPL).

AI tools will spread to more areas of contact centre operations. AI-powered workforce management algorithms will help companies maximise agent time while reducing costs. Predictive analytics will be used to accurately gauge contact volume and improve customer experience.

But it may also be the year when contact centres strike a better balance between human and AI-driven customer interactions. The human touch will always be needed. AI will be deployed in ways that give human specialists the time they need to focus on more complex, sensitive or emotionally intense calls and conversations. The development of AI will drive progress in the refinement of the agent role.

Finally, AI will be deployed to analyse conversations and provide feedback for training and quality assurance purposes. Speech and conversational analytics will measure the quality of customer interactions and highlight areas of potential improvement.

Security and compliance will be front and centre

Contact centres often handle sensitive data and face strict rules around the quantity and quality of customer interactions. Security and compliance are a continual challenge.

But a couple of specific developments mean they will become even more of a priority in 2024. The first part of the new Consumer Duty legislation came into force in 2023, with the second part scheduled for July 2024.

Consumer Duty rules require companies in the financial services sector to communicate with consumers in a way that promotes fair treatment, positive customer outcomes and increased transparency. As the most customer-facing department of all, contact centres in the sector have a duty to fully understand and apply the new legislation.

On the upside, emerging AI will play an increasingly key role in the compliance space, helping contact centres identify vulnerable customers and those who may be more likely to fall into payment arrears.

And AI itself may become subject to regulation. There are already concerns about AI’s use of corporate and individual data, and some experts predict the introduction of an “opt-in” model, where customers are asked for their permission before personal information can be used for AI analytics.

Contact centres will refine hybrid working models

The trend towards flexible and remote working that was accelerated by the pandemic is not going away. A recent poll by the Call Centre Management Association (CCMA) found that the vast majority of contact centre leaders (98%) expected hybrid, flexible and remote working patterns to be standard practice in 2024 and beyond.

The industry will continue to adapt to this reality over the next 12 months, optimising hybrid arrangements to ensure a seamless blend of remote and in-office operations. Careful workforce management will be required, alongside cloud-based “work anywhere” technology solutions. Agents working in a hybrid model need digital tools that are there when they need them, whether that’s in the office or at home.

Training and coaching are also elements that can’t be overlooked. Out of sight must not mean out of mind when it comes to continual improvement. Agents that work remotely need the same access to training and feedback loops as in-office counterparts. Analytics can provide detailed information on agent performance, so that tweaks to the model can be made if any drop-off occurs.

Of course, there are other challenges with implementing hybrid working models, including the need to establish strong security policies and promote collaboration among dispersed teams. But the benefits – employee satisfaction, cost savings and access to a wider talent pool – are compelling.

Overall, we think 2024 will be the year when contact centres further embrace and refine hybrid working models, for the benefit of both agents and customers.

A new focus on sustainability and corporate social responsibility (CSR)

Environmental, Social and Governance (ESG) initiatives are now common in businesses of all kinds, as organisations transition to more sustainable and inclusive practices. Contact centres are not immune from these trends; in fact, implementing green practices in contact centres can go a long way to helping companies meet overall sustainability targets.

There are very good reasons why they should. A growing body of evidence shows that both consumers and employees want to be associated with sustainable organisations. Going green isn’t just good for the planet, it’s also good for business.

So what can contact centres do? The most impactful move is likely to be the introduction of remote or hybrid working, as discussed above. Implementing hybrid working models cuts commuting, and with it carbon footprint. One recent study found that “remote workers could have a 54% lower carbon footprint compared to onsite workers.”

Choosing energy efficient technology, implementing paper-free policies and introducing recycling programmes can also help. Energy-saving lighting and heating regimes can have a significant impact on office greenhouse gas emissions.

But ESG and CSR are about more than the environment. Staff and customers (not to mention regulators) increasingly demand inclusive recruitment strategies that don’t discriminate on the grounds of race, gender, religion or sexual orientation. In addition, charity events and volunteering days show a human side to organisations and tend to be well received.

We can say with certainty that ESG and CSR trends are only heading in one direction. In 2024, pressure is only likely to grow on contact centres to prove that sustainability, responsibility and inclusivity are at the core of their vision.

Reducing costs while improving performance and customer experience

In 2024, contact centre leaders will be expected to improve performance while taking an even tighter grip on costs. This is inevitable if – as seems likely – inflation and interest rates remain high and the economy makes only a stuttering recovery from the doldrums of the post-pandemic downturn.

This isn’t just our opinion. In our own recent research – you can find it here – more contact centre respondents chose “implementing cost-saving measures while maintaining service quality” than any other priority for 2024.

How can this squaring of the circle be achieved? Certainly, implementing better technology is a large part of the answer. The latest digital tools can help contact centre leaders streamline processes and more efficiently manage resources, while also giving agents the time and information they need to create better customer interactions.

Agent expertise is crucial here. Well-trained, confident agents resolve issues more quickly, make and take more calls and provide a more complete customer service, reducing costs while elevating performance. When they’re backed by intuitive IVR systems, integrated CRM solutions and automatic payments, the cost and productivity benefits quickly mount up.

Conclusion: Charting a course for 2024

The next 12 months will certainly be challenging for the contact centres, as the last 12 months have been. In a difficult macroeconomic environment, they will be expected to improve customer experiences, meet sustainability goals, refine working practices and implement game-changing technology, and all while keeping costs firmly under control.

But none of this is impossible. The industry proved during the pandemic that it is adaptable, resilient and creative. In the next 12 months, agility, flexibility and an openness to innovation will be the core attributes of thriving contact centre businesses.

We are entering a new era. Customer and employee expectations have never been higher. At the same time, the effective use of AI and analytics has the potential to revolutionise operations. Against that backdrop, leaders who fail to move with the times risk being left behind, while those who innovate and adapt will be the ones who forge ahead.

Why MaxContact?

In 2024 MaxContact can help you transform your customer and employee experience while creating a more effective and efficient contact centre. MaxContact’s contact centre software offers an unrivalled omnichannel contact experience, as well as easy access to the latest AI tools. And because it’s completely cloud-based, equipping a remote or hybrid workforce with the secure solutions they need has never been easier. Contact us to find out more.

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In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We quizzed over 100 contact centre leaders on the trends and challenges that will drive their strategies in 2024 and beyond.

The research uncovered lots of interesting and useful information. You can download the full report – The Evolving Contact Centre Landscape – for free here.

At its core, the research reveals something of a dilemma. In difficult times, contact centre leaders need to do two seemingly contradictory things. They need to cut costs, and at the same time enhance customer service.

It’s a tough ask, because dropping the ball on either side of that equation could prove costly, even catastrophic. Since the pandemic, customer experience has become even more of a priority for organisations of all kinds. At the same time, many businesses are looking to streamline to meet the challenges of the current macroeconomic climate.

With those opposing pressures, how will contact centre leaders square the circle of doing more with less? That’s what the rest of the study aimed to find out.

Priorities for contact centre leaders

In our research, enhancing customer experience was the top area of focus for contact centre leaders in the next six months. It was followed by optimising contact centre budget and cost management, improving agent performance and implementing new technologies.

Although on the surface these priorities appear contradictory – in effect, contact centres are being told to do more with less, or at least do more but with a strong handle on costs – there is some logic here.

A tight focus on improving productivity and implementing top tier technology can improve customer satisfaction. Although there are some costs associated with both, well trained and confident agents, supported by (for example) IVR and automatic payments, quickly bring cost-efficiencies to call centres, and at the same time impress customers.

The need to measure progress

Respondents to our survey understood that it was not enough to just say they were prioritising customer satisfaction or cost control. They had to measure progress and show results.

When we asked them about the most important numbers to track, Net Promoter Score (NPS) and customer satisfaction (CSAT) came out on top.

That’s no surprise, given the focus on customer experience mentioned earlier. The good news is that other metrics were rated almost as highly, whether Customer Effort (CES), Average Handling Times (AHT) or First-contact resolution (FCR). Contact centre leaders are intent on measuring the metrics of success, and understand that these KPIs are complementary – a focus on FCR, for instance, feeds into AHT, CES and ultimately NPS.

AI in contact centres

AI is everywhere at the moment, and we wanted to ask contact centre leaders about its impact. Could it help improve the metrics mentioned above? Could it help meet the challenge of greater cost-efficiency alongside enhanced customer satisfaction?

To some extent it already is. Less than 9% of our leaders said AI was yet to impact their role at all. Of the others, nearly a quarter (24.75%) said it was impacting efforts to balance contact centre performance with cost efficiency. In addition, nearly 22% of respondents said AI was encouraging a customer-centric culture across the organisation, and the same number said it was enabling better customer service and driving innovation and digital transformation.

Again, this feels like good news as contact centre leaders struggle with the twin priorities of cost cutting and customer experience. Current AI tools like enhanced chatbots and speech analytics are already reducing pressure on staff and freeing them up to focus on more complex or sensitive customer interactions. They’re simultaneously providing meaningful insight that can be used to create more personalised customer experiences, and improving contact centre efficiency.

Once again, it seems likely that technology is the secret to more productive, more efficient and more customer-centric contact centres, and the AI revolution has only just begun.

The contact centre in context

Of course, the contact centre may only be one part of a business, and it just happens to be the one that customers interact with on a daily basis. That means it plays a crucial role in helping organisations meet their wider goals.

When we asked specifically about the challenges contact centre leaders face in aligning contact centre operations with the overall needs of the business, balancing performance with cost efficiency came top, with nearly a quarter of respondents (24.75%) choosing this option.

Nearly as many (23.76%) chose ‘encouraging a customer-centric culture across the organisation’ and a significant number (22.77%) chose ‘ensuring seamless communications and collaboration across departments.  

In other words, contact centre leaders appear all too aware of their responsibilities to the wider business. They understand that part of their role is to feed valuable customer information back into the organisation, so that customer-first strategies can permeate every department and team. They know they have to achieve this in a cost-effective way. Nevertheless, they realise that as the most customer-facing part of an organisation, contact centres need to lead in this respect.

Contact centre strategy for 2024 and beyond: what it all adds up to

So what does all this mean for overall contact centre strategy as we near the end of 2023? For the largest number of our respondents (22.77%), it means their top priority is implementing cost-saving measures while maintaining service quality.

For others (18.81%) it is reducing non-essential expenses and streamlining operations, while for 17.82% of respondents, the priority is customer retention and loyalty initiatives.

These results are consistent with everything we’ve already discussed. The focus for at least the next 12 months will be implementing systems and processes that save money and also keep customers happy. These systems will also allow for high levels of data analysis, giving contact centre leaders valuable insight into everything from customer satisfaction to campaign performance. As previously mentioned, that’s a tough ask, but through a commitment to new technology and agent productivity, it’s one that contact centre leaders can achieve.

There are more details on what contact centre leaders are doing to meet the challenges of these uncertain times in our full report. Download it for free now.

Is your outsourced contact centre struggling to keep pace with rising customer expectations and tightening margins? You’re not alone. A large number of BPO leaders are feeling the pressure.

Many BPO leaders also struggle with the challenge of accurately measuring and improving performance. Benchmarking offers a powerful solution, but knowing where to start can be overwhelming.

In this guide, we’ll explore the art of benchmarking for outsourced contact centres, helping you identify strengths, weaknesses, and opportunities for growth.

What is Benchmarking?

Benchmarking is your secret weapon for growth. It’s a simple idea: compare your performance against industry standards to identify where you perform well and where you need to improve.

There are two main types:

1. Competitive benchmarking: How do you stack up against direct competitors?
2. Process benchmarking: What can you learn from other industries’ best practices? (this one is less commonly used)

The Benchmarking Challenge

BPOs are often faced with inconsistent data, varying KPI definitions and a lack of clarity when it comes to industry standards. The fast-paced nature of the contact centre environment, coupled with intense competitive pressures, makes it difficult to establish reliable benchmarks.

Despite these challenges, benchmarking is essential for BPO survival and growth. Here’s why:

1. Measuring important metrics is about quality control. It tells you what you’re doing well and what you could be doing better.
2. Benchmarking gives you data, and data allows you to compare your performance. This gives you the evidence you need to drive improvements.
3. Consistent benchmarking is a highly effective way of identifying and implementing best practice. Applying best practice across your contact centre operations gives you a competitive edge.
4. Benchmarking over time is the best way to stop minor challenges becoming major problems, for example, identifying agent churn.

Overcoming benchmarking challenges requires a strategic approach. It starts with defining clear objectives and selecting relevant KPIs.

What are the Top 3 Metrics?

Our recent Benchmark Report revealed the top 3 metrics that contact centres put the most emphasis on:

1. 50.4% said Average Handle Time (AHT) was their top metric.
2. 42.2% named Quality Assurance (QA) as their top metric.
3. 41.2% confirmed CSAT as the most important metric.

The predominance of AHT is influenced by tight margins and challenging economic conditions. As a result, contact centres squeeze AHT. However, measuring AHT in isolation is not a metric that should be taken at face value as it neglects customer experience. Considering AHT alongside other metrics such as CSATs for a clearer picture.

So what metrics should contact centres report on? The answer to that depends on the industry.

Key KPIs for Sales and Debt Resolution BPOs

Understanding and tracking the right KPIs is crucial for BPOs in sales and debt resolution but the metrics each of these sectors puts emphasis on will differ. Let’s take a closer look into the metrics that matter.

Sales-Focused BPOs

For sales BPOs, revenue generation is paramount. Key KPIs include:

• Average Revenue Per Call (ARPC): Measures the average revenue generated per call. Improving sales scripts, agent training, and upselling can boost ARPC.
• Conversion Rate: Indicates the percentage of calls that result in a sale. Focusing on lead qualification, effective sales pitches, and overcoming objections can enhance conversion rates.
• Sales Cycle Length: Tracks the time between initial contact and closing a deal. Streamlining the sales process, using CRM effectively, and accelerating decision-making can reduce sales cycle length.
• Customer Acquisition Cost (CAC): Measures the cost of acquiring a new customer. Optimising marketing campaigns, refining lead generation, and improving sales efficiency can lower CAC.

Debt Resolution BPOs

Debt resolution BPOs focus on recovering outstanding debts while maintaining customer relationships. Key KPIs include:

• First Contact Resolution (FCR): Measures the percentage of customer issues resolved on the first contact. Effective agent training, improved systems, and knowledge bases can increase FCR rates.
• Promise to Pay (PTP) Rate: Indicates the percentage of customers who commit to a repayment plan. Clear communication, flexible payment options, and empathy can enhance PTP rates.
• Debt Recovery Rate: Measures the percentage of outstanding debt recovered. Effective collection strategies, legal compliance, and customer retention efforts can improve debt recovery.
• Customer Satisfaction (CSAT): Evaluates customer satisfaction with the debt resolution process. Active listening, empathy, and transparent communication can boost CSAT scores.

By closely monitoring these KPIs and implementing data-driven strategies, BPOs in both sales and debt resolution can optimise performance and achieve their business objectives.

The Power of Technology for Benchmarking Success

Advanced contact centre technology is no longer a luxury but a necessity for BPOs seeking to succeed. MaxContact’s software is designed to be your strategic partner in driving performance and customer satisfaction.

With our platform’s robust reporting, analytics, and speech analytics capabilities, you can:

• Optimise agent performance: Enhance agent skills, productivity, and customer interactions through real-time monitoring, coaching, and performance dashboards.
• Improve customer satisfaction: Deliver exceptional customer experiences by reducing wait times, personalising interactions, and effectively managing customer feedback.
• Drive operational efficiency: Streamline processes, optimise workforce management, and make data-driven decisions to improve overall performance.

The BPO industry is highly competitive, and technology plays a pivotal role in differentiating your business. By investing in a robust contact centre solution like MaxContact, you can gain a competitive edge, enhance customer experiences, and drive sustainable growth.

Not Sure How You Measure Up?

To maintain a competitive edge in the BPO landscape, leaders must use advanced benchmarking methodologies and cutting-edge technologies.

Our comprehensive benchmarking report offers in-depth analysis of industry trends, actionable insights for sales and debt resolution verticals, and strategies for enhancing both customer experience and operational efficiency.

[Download your copy today]

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The rise of AI is revolutionising industries across the globe. In healthcare, it’s personalising treatment options. In retail, it’s creating tailored offers. In manufacturing, it’s streamlining supply chains. And in call centres, it’s changing the game entirely.

Tools like ChatGPT have shown how AI can handle complex queries, learn from interactions, and deliver lightning-fast responses. For contact centres, this isn’t just exciting, it’s essential.

High call volumes, repetitive tasks, and increasing customer expectations for fast, accurate resolutions put immense pressure on agents. Balancing these demands while delivering quality and improving performance is no easy task.

AI is the solution. By automating routine tasks, providing actionable insights, and enhancing agent performance, AI helps call centres boost efficiency, improve customer satisfaction, and empower teams to succeed.

In this article, we’ll discuss the impact of AI in contact centres, and the need for organisations to take a wider view of this evolving technology. When departments collaborate to create seamless AI integration, the whole business feels the benefit.

How is AI used in call centres today?

AI chatbots

The most obvious use of AI technology in contact centres is AI-powered chatbots. AI-powered chatbots have reshaped self-service, offering lifelike and personalised support through Natural Language Processing (NLP).

They can:

• Deflect routine queries: By resolving common issues without human intervention, chatbots free up agents for complex tasks.
• Provide tailored responses: Integrating with CRM systems, they personalise conversations based on customer history and preferences.
• Work around the clock: Available 24/7, customers get support anytime they need it.

With 80% of customers wanting better self-service options, AI chatbots meet this demand, reducing inbound call volumes, cutting costs, and enhancing customer experience.

AI speech analytics

AI speech analytics transcribes calls into searchable text files, streamlining QA processes and call reviews. Unlike manual reviews, which often cover a small percentage of interactions, AI can transcribe 100% of calls into searchable text files. Text is much faster to review compared to speech files, which means that QA teams can assess more calls than they would with a traditional manual process. This provides actionable call data and insights on a much wider scale.

Here’s what else AI-powered speech analytics can do for your call centre:

• Sentiment analysis: Understand customer emotions in real-time, flagging issues before they escalate.
• Compliance monitoring: Check agents meet regulatory requirements by tracking mandatory phrases within transcripts.
• Performance insights: Identify knowledge gaps and areas for improvement to enhance team performance.

These insights help contact centres optimise operations, improve agent effectiveness, and make data-driven decisions that have a positive impact.

AI analytics, automation & optimisation

AI automates repetitive tasks, streamlines workflows, and supports agents in delivering exceptional service.

Here are some examples of how AI and automation work together:

• Skill-based routing: Automatically connects customers with the most qualified agents for their needs.
• Real-time data access: Provides call summaries, keyword tracking, and sentiment insights for better team management.
• Workforce optimisation: Simplifies scheduling and forecasting, so resources match fluctuating workloads.

By handling routine tasks, AI allows agents to focus on high-value interactions, improving productivity and customer journeys.

BenefitOverviewImproved customer experience– Faster resolutions through chatbots and AI-driven call routing.
– Personalised responses tailored to customer preferences.
– Empowered self-service for customers who prefer instant solutions.Increased efficiency– Automates processes like call routing and QA, reducing agent workloads.
– Streamlines compliance checks with AI speech analytics.
– Uses real-time data to optimise resources and meet changing demands.Better insights for decision-making– Provides actionable data to refine campaigns and strategies.
– Identifies trends in customer sentiment and market shifts.Enhanced agent performance– Equips managers with detailed performance insights for personalised coaching.
– Helps agents refine skills and boost confidence with targeted feedback.Cost savings– Reduces inbound call volumes with chatbots and self-service tools.
– Automates manual tasks to cut operational costs.
– Optimises resources through accurate demand forecasting.

The fear of change

Despite its benefits, AI still faces scepticism. People naturally wonder if it will live up to the hype and question what potential downsides it might bring.

For AI, much of the anxiety centres on data privacy and security. AI tools rely on analysing vast amounts of personal information to uncover trends and patterns. But what happens when an AI system has processed all the available data? How can organisations ensure this data isn’t misused or repurposed in ways that customers didn’t consent to?

This isn’t just science fiction. The debate around data privacy in an AI-driven world is real, leading to the emergence of innovative solutions like machine unlearning-a new field aimed at enabling AI systems to “forget” sensitive information completely. Initiatives like the Machine Unlearning Challenge push the boundaries of this technology, helping businesses comply with strict regulations and safeguard customer trust.

IT and CX collaboration: The key to successful AI implementation

While data protection is a crucial consideration for AI adoption, it’s just one piece of the puzzle. Successful AI implementation requires collaboration between IT and customer experience (CX) teams to address key questions:

• How will the data that drives AI be sourced, stored, and integrated?
• How will data flow seamlessly across disparate systems?
• How can patterns and trends identified by AI be turned into actionable insights?
• What specific outcomes should AI achieve?

An AI tool is only as effective as the infrastructure that supports it. CX teams must clearly define the organisation’s goals for AI-whether it’s enhancing customer satisfaction, improving agent efficiency, or boosting operational performance. IT teams, in turn, need to ensure the systems are robust enough to handle integration, data flow, and scalability.

When these teams work together, AI tools can seamlessly align with contact centre processes, enhancing both operations and customer satisfaction. Feedback loops between CX leaders and IT departments ensure AI solutions are continually refined to address real customer challenges and pain points.

By embracing collaboration and tackling implementation strategically, businesses can harness the transformative power of AI while safeguarding the trust of their customers.

So, what does the future of AI look like in call centres?

The future of AI in call centres promises even greater efficiency and customer satisfaction. AI will power more tailored customer journeys, automating support processes and empowering seamless self-service for a larger share of queries.

However, AI won’t replace human agents. Instead, it will redefine their roles, allowing them to focus on complex and sensitive interactions. Skilled agents will always be essential for delivering empathy and understanding in emotional or high-stakes conversations.

AI’s continued evolution will uncover deeper customer insights, support predictive analytics, and refine training tools. AI will support contact centres to deliver exceptional service and stay agile in a competitive market.

See AI’s transformative power in action with MaxContact’s leading contact centre software. Book a demo today.

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