How to improve the experience and efficiency of a Call Center agent

It is not surprising to say that customer service is complex as well as fundamental in the evolution of any company or business. The evolution of technology is increasingly making it possible to digitize care processes and make care models much more efficient in any sector of activity.

The importance of customer service teams

Regardless of the continuous evolution of customer service processes towards digital channels, it is still key in many organizations to have human customer service teams. These continue to have a very relevant weight in the experience of customers who use the companies' services.

In a growing competitive environment with numerous challenges, the person responsible for customer service needs to optimize the operation of the teams of customer service agents in two main aspects: the agent's experience and their economic efficiency.

The agent's experience assisting clients

It is common to observe that direct customer service teams tend to be complicated to manage, due to multiple factors:

• They are usually teams subjected to the pressure of operating KPIs (call duration reduction -AHT-, customer NPS, first call resolution rate -FCR-...)
  
  
• It requires experience that is difficult to obtain in the initial months, the training is usually incomplete.
  
  
• Given that they must perform tasks that are many of them repetitive, they tend to hire unspecialized profiles with low salaries.
  
  
• They work under direct pressure to contact a customer with a problem in real-time. 
  
  Given that the agent is the customer's point of contact with our company, the agent's experience when serving their customers must be satisfactory. Yet, the complexity of the environment, the diversity of tools to access, and the pressure on real-time can make said experience bad and flow into the perception of the customer who contacts.

The economic efficiency of customer care teams

On the other hand, the person in charge of the Contact Center must also take care of the economic efficiency of their service model. In companies with a large number of customer interactions, the cost of serving them with teams of agents can be a significant cost of operating the company and when profitability must be improved, there are not many effective cost levers to reduce and there is usually a tendency to put pressure on the KPIs that affect said cost (once again the AHT or the FCR) which is transferred to the team of agents in a more or less direct way.

• Average AHT metrics are set that should not be exceeded, so those responsible for care contracts transfer that objective to the agents, with the consequent potential loss of quality in care.
  
  
• It is especially important to reduce the time impact of the agent's administrative tasks, which is not always easy if the necessary automation tool is not available.

Schaman, the experience of the efficient agent

Schaman is the solution to optimize the agent's experience while serving and improving efficiency ratios. It does this through AI technologies that allow a large part of the care model to be automated, influencing the two aspects mentioned above. 

A tool that allows you to design the agent's experience graphically 

The structure of the service teams depends on many factors and they make up a team with different levels and tasks in the field of Customer Service. Schaman allows you to adjust the agent's service experience to your objective, training, and the process for which you are responsible. As an example, Schaman can completely graphically define said experience and the flow of actions to be presented to the contact center agent. 

Generalist agent: with little experience 

For agents who provide general service, to resolve multiple types of problems for a client, there are normally level 1 resources, with low technical training.

For this profile, Schaman allows you to graphically configure a guided “experience point”, in which Schaman applies its orchestration to the end-to-end customer resolution process and always instructs the agent on what to do next. do to meet the customer's needs.

Specialist agent: technician with in-depth knowledge of one part of the care model 

For agents with a high degree of specialization, such as level 2 agents, complete guidance is not as necessary. This profile of agents needs to have advanced technical tools at hand and is capable of making decisions for the optimal resolution of a client. 


For these teams, Schaman allows you to create an unguided “experience point,” with suggestions for possible resolutions to the customer's problem and other specific technical tools integrated into your Schaman view. The agent receives Schaman's suggestions but is free to control the flow of the resolution according to his experience and will. The “suggested” interface type is used for level 2/3 teams with high specialization.

Automation that allows you to reduce costs and be more efficient

As we have already mentioned, it is key to optimize efficiency in the service model as part of the profitability of the business. And for that, Schaman allows you to optimize the operation of the Contact Center by automating customer service processes.

• Automatically resolving customer incidents. Schaman accesses customer service information in real-time, detects the most likely root cause of the contact, and resolves it while minimizing time and customer questions. In this way it drastically reduces the AHT of the calls and finally eliminates them, bringing their resolution to a 100% digital channel.
  
  
• Relieving the agent of repetitive and low-value tasks: Schaman allows you to automate the ticketing for closing the incident so that on the one hand the agent can shorten the call and the customer's waiting time and eliminate the possibility of human errors in said task. Once again the AHT of the call improves and the satisfaction of the customer who sees their problem resolved faster.
  
  
• Improving accuracy in diagnosing and resolving the customer's problem, without dependence on the agent's knowledge or experience. In this way, it optimizes the FCR, resolving as many incidents as possible in the first contact. 
  
  In short, Schaman SaaS is a tool that uses AI to help the Contact Center agent do their job better and be more efficient, through automation and flexibility in the design of the experience of the customer they contact.