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49%

According to the Top Companies for Customer Service‘s ‘Baseline Benchmarking Report 2018′ less than half of social media customer service agents’ knowledge was considered to be Excellent. The research was conducted by GfK and assessed scores of major brands (and found that the ‘Top 50’ group members performed significantly better)- but is ‘Excellent’ product knowledge too big an ask?
I don’t think so.
No brand has ever been forced to deliver customer service over social channels; it’s a choice. Social is a very public world and it’s users are often emotionally engaged and short of time and/or patience. Brands SHOULD be the experts in their products and services! If their customer service teams aren’t then they should maybe stop trying to provide customer service on social. See what we think – and watch the video at www.channeldoctors.co.uk/cx

+12% £

Businesses which maintain accurate, relevant data enjoy 12% higher revenues and 40% better results from targeted marketing campaigns than their less organised peers.

This National Audit Office (NAO) finding was cited by 9 Group‘s Paul Buckle at Osborne Clarke‘s ‘GDPR…One Year On’ event in Bristol on Tuesday. Paul explained how data like this helped him form the value and business case for GDPR/DPA 2018 compliance – making good data management a business driver, not a drag on progress.

May’s Monthly Compliance Newsletter

Channel Doctors’ May Compliance Newsletter, with all the regulation and compliance news for customer-focused professionals.

May’s Headlines:

  • Nintendo, Xbox & PlayStation’s customer retention techniques under scrutiny
  • The CMA blocks the Sainsbury’s-Asda merger
  • Bounty fined £400k for pre-GDPR data protection abuses
  • Pensions firm fined £40k despite getting advice from specialist consultants and lawyers
  • Funeral plan firm fined for calling TPS numbers
  • Data cleanse leaves TPS file numbers 4m down vs 2018

Download your copy here:

or subscribe for free and receive the Newsletter in your inbox every month http://eepurl.com/gqxzw5

2000 ways to ask

2,000 is this week’s Number of the Week.

“A bank in Australia came across almost 2,000 different ways for how people could ask for a bank balance. These were all programmed into their chatbot. You would think this query would be straightforward, but it takes time!”

David Naylor of Humanotics quoted in Call Centre Helper, this week.

I read that after a fascinating afternoon at Sitel‘s Newcastle contact centre discussing the Future of Customer Engagement with their guests, on Thursday. One of the themes that emerged was about the potential of new technologies, like bots, to improve customers’ experience – but only if implemented with thought and care. Just like the man says.

46%

This week’s number is from a conversation I had with Ultracomm‘s Bev Hughes, yesterday.

Their speech analytics exercise for a massive leisure and travel brand demonstrated that 46% of its conversations with customers were comprised of silence or ‘dead air’.

Irrespective of the underlying reasons – which are no doubt busily being investigated – that indicates an awful customer experience. And without the new, machine learning technology-driven abilities to undertake ‘free form’ analysis of speech, text and dialogue patterns – what we’re calling Speech Analytics 2.0 – the client may never have even realised…

7%

When rational call routing becomes a negative customer experience.

One of many fascinating findings in Ultracomm’s “It’s Still Good to Talk” research is this: 34% of callers to UK contact centres face more than one set of options to navigate – which must directly contribute to the 7% of callers who gave up on their call.
Technologies like IVRs which allow contact centres to better understand the nature of the calls they are receiving and/or route them to the right agents can be very useful, but anything that stands between a consumer and the person they want to talk to should be treated with great caution. “Press or say 1 for this and 2 for that…” can cause customers’ hearts to sink and the 7% who subsequently give up trying to speak to your people are unlikely to stick with you much longer

April’s Regulation & Compliance Update from the DMA’s Contact Centre Council

Each month Channel Doctors’ Steve Sullivan prepares a summary of all the news contact centre and customer experience professionals need on regulation and compliance for the Direct Marketing Association (www.dma.org.uk)’s Contact Centre Council.

April’s headlines include:

Bounty fined £400k for pre-GDPR data protection abuses
Pensions firm fined £40k despite getting advice from specialist consultants and lawyers
Funeral plan firm fined for calling TPS numbers
Data cleanse leaves TPS file numbers 4m down vs 2018

Download the Update here:

+47%

47% increase in remote or card not present fraud – that is, when a criminal uses stolen card details to buy something on the internet, over the phone or through mail order – is a startling statistic in UK Finance’s ‘Fraud: The Facts 2019’ report.

A stark reminder of the financial losses that can be experienced through self-service and contact centre channels, as well as the practical need for organisations ensure they’re PCI DSS compliant, especially in light of the PCI’s revised guidance on taking phone payments.

11 clicks to complain

British Airways is presumably very keen to get feedback from its customers. It’s had a rather torrid couple of years, so needs to maintain its customer engagement. So it’s really disappointing to discover that – once you’ve navigated your way through various opaque website options to understand what to do – that it takes 11 clicks to be able to start to lodge a complaint.
BA customers aren’t short of other airlines they can take their business to; avoiding those customers’ feedback is a hiding to nothing.

+33%

The average length of a UK customer service call has gone from 3 mins 55 seconds in 2003 to 5 mins 12 seconds in 2018, an increase of 33%.
As most organisations can testify, increased self-service means that when a customer does seek out person-to-person help their query is likely to be complex and require skilled support.
Even when you’re sure about something, it can be great to get some statistically valid confirmation. This research finding comes from ContactBabel‘s Steve Morrell
See his 5 minute video here

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