Contact Center Tips: Creating Call Results that Deliver the Granular Data Needed to Drive Results

Call results are like the DNA of a contact center

A contact center’s KPIs are largely monitored, measured, and reported by the use of call results. Call results are a pre-defined disposition, or outcome, assigned by the agent to every call.

These results also contain attributes, which if not set up correctly, will return data that does not reflect an accurate picture of the center’s performance.  This makes it imperative that contact centers create well-defined and configured call results that maximize benefits to managers, agents and consumers.

Call results should clearly characterize the following details:

  • The number of calls taken during a specific time frame
  • How many of those calls became contacts
  • How many presentations were provided (including asking the contact to pay a bill)
  • Who spoke to the agent. The debt owner? A relative of the debt owner?
  • Which calls were actual successes?
The call result list needs to include clear result definitions so the agent can access the calls that need the most attention.

It’s counter-productive to have an endless list of calls with confusing or varying results that cover multiple campaigns when a specifically-detailed call report list can help them achieve focused results.

How to avoid these common mistakes

1|

Call results or definitions that are too broad: ‘Contact was made’

“Contact was made” is an important element of a call, but it’s not very useful as a standalone call result. Knowing contact was made might be useful for list scrubbing, but it’s missing vital information necessary to determine next steps and to properly evaluate the effectiveness of the campaign and the agent. Was the contact the right party? Was a presentation made? What was the result of that contact? What needs to happen next?

Although “contact was made” might be technically true, it doesn’t answer some of the most important questions needed to measure and improve the intentions of the campaign. Call results need to be more than an efficient way for the agent to wrap the call and move to another. It needs to contain enough details to automate next steps, evaluate the agent and the campaign messaging, and fulfill your clients’ SLA.

2|

Not changing default settings when creating new results

If you’re showing 2,000 calls were made, 2,000 made contact with a presentation, and 2,000 made a payment, then you know something is wrong. More than likely, you’ve made a mistake when creating your call results by leaving the  “success” box checked, and then not requiring that an amount be entered in the payment field.

Call results that reflect “false positives” complicate the effort to properly train or coach agents because the system deems every call a success based on the attributes assigned. It can also skew some of your financial KPIs by including $0 payments with actual payments.

As much as we’d like to consider every call that reaches a person a ‘success,’ doing so can distort the data you use to track campaign and agent performance.

3|

Creating a ‘catch all’ call result that can easily be misapplied

Let’s say you have the following call result: REL = Relative. The agent reached a relative, but could you say “the person was contacted” or “a presentation was given?” Would it even be legal for a presentation to be given? Attributes like “person contacted” and “presentation given” should be assigned to a call result based upon the rules of your SLA, the goals of the campaign, and sometimes the context of the conversation.

A relative could be engaged and acting as a responsible party, in which case, both attributes are accurate. They could also be entirely disinterested in your message, or just screening the call. A solution might be to create two separate call results for each possibility, and then activate one or both versions based on the campaign.

4|

Creating results with confusing definitions, or presenting options that shouldn’t exist based off of business rules

Using a real contact center example: A presentation was given to someone who was not the debt owner. When the agent chose that call result, they were given the option to enter a payment amount.

In this instance, the intent of the call result is unclear. Are they asking the agent to try to get a payment from someone who is not the debt owner?

Let’s say a call result of “left voicemail” also gives the agent the option to claim “a presentation was made.” Was the purpose of that call result really to say “a presentation left on someone’s voicemail is the same thing as delivering it to them during a live conversation?”

What if you have an agent that makes contact, gives a presentation, then transfers the call to another campaign? If available, the agent would likely mark that call as a success without really know its end result?

 Was the purpose of that call result really to say ‘a presentation left on someone’s voicemail is the same thing as delivering it to them during a live conversation?’

5|

Including too many call results

Creating a vague call result that an agent can misapply is a problem, but so is creating too many call results. When agents are dispositioning a call during wrap time, forcing them to scroll down a long list of similar-sounding results to find the perfect version often backfires. They end up choosing the first one that seems to fit.

It’s natural for call results to add up over time as contact center managers create a new call result based on a unique conversation or specific client request. However, a balance should be struck between accuracy and efficiency.

Consider merging or combining call results with similar outcomes or follow up steps, or activate just the call results necessary for specific campaigns.

There are major benefits to conducting a Call Results Audit

You would be amazed to see the difference in your contact center’s performance data when call results are accurately aligned with your overall campaign goals. What may have seen like a fuzzy picture should become clearer as your campaign and agent reports become reflecting more of what’s really happening on call floor.

Does your contact center need optimizing?

homepage_menu

Subscribe to Intelligent Insights

Get the latest trends and industry insights delivered straight to your inbox? Subscribe here!

 

 

Privacy Policy: We hate spam and promise to keep your email address safe

You have Successfully Subscribed!

Where can we send your free resource guide?

 

 

 

 

Privacy Policy: We hate spam and promise to keep your email address safe

Great! Your guide is on its way.

2018 Benchmark Study

Communication and Payment Preferences of Consumers with Past Due Debt

Where should we send your free report?

Thanks! Check your email for the consumer study. If it hasn't arrived in 5-10 minutes, please check your spam folder.

Share This