A bad conversion or a negative customer experience can cause irreparable damage to your brand. Research suggests that nearly 3/4 of consumers will switch providers after a poor contact centre experience, costing companies approximately $168 billion per year. For this reason, it is vital to monitor conversations in real-time and nip poor experiences in the bud by:
- Equipping agents with the information they need to solve customer queries
- Intervening in real-time or escalating to a supervisor
- Switching scripts and tonality to suit the customer’s preferences
- Following up on a negative experience to reassure the customer and prevent churn
How do You Detect Bad/Problematic Conversations?
The most common approach for identifying bad conversations in a contact centre, before they “go south,” is through live monitoring. A supervisor or the team leader listens to ongoing conversations in real-time (usually discreetly) to identify a change in customer attitude, negative words/phrases, and other indicators of a looming problem.
There are also technology-enabled methods suggested to spot potential problem calls in a contact centre.
For example, experts from Tata Consultancy services proposed a visual method that identifies a structure associated with what you’d call a “normal call.” If a conversation veers from this structure, it is automatically flagged as potentially problematic, and the team leader or supervisor is alerted.
Another research paper suggests that bad/problematic conversations are detected based on hesitation, reaction, Interruption and cumulative voice activity. This allows you to spot poor CX independent of the language (and its specific words or phrases) being used.