Numerous challenges affect the evolution of the quality and efficiency of the customer service
Complexity of service scripts, tools and processes
- Service scripts require a huge effort to keep up to date with the evolution of the company's products and processes. This complexity, added to the diversity of management tools, raises training costs and accentuates the difference in quality of care depending on the agent.
- Lack of visibility on what the agents do in the resolution process.
- Many times, it is very complex for call center managers to understand what happens in the detail of the operation, and what process each agent is following, because the results per agent are really disparate.
The migration to digital channels makes it difficult to see the customer's previous history in the call center and makes it difficult to understand efficiency metrics
Frequently, it is complex to provide the call center with efficient visibility of what is happening with customers on digital channels, limiting the quality of the end to end service.
Difficulty classifying incidences and understanding the root causes of customer problems
The vast majority of call centers still classify incidences manually by agents, which in most cases generates data of poor quality that limits the real understanding of the root causes. And again, that leads to a reliance on the different skills of each agent.