During those calls, the agent needs to focus on the customer and resolve their issues. Your customer service agents spend 25% of their time on documentation, which means that instead of 4 calls, they can answer 3. Feelingstream is now able to provide that solution with our automated call summary functionality. The amount of time and energy, which agents spend on documentation, can be reduced by a clever technical solution. Have your agents focus on the customers, not the note-taking If you call customer service for a second or third time and the agent has no clue about what has happened in previous contacts, it will not leave a great impression. When calls are not documented, this can result in a drop in customer service satisfaction rates. Some companies have found that the time that goes into documentation costs too much, so they have stopped doing it. Agents, quality managers, and any other interested parties use these after call notes for future contacts and analysis. Most customer contact centers require the agents to conclude the call with a written summary and call categorization. Our experience shows that this is only 75% of the workload, as this is not where the work ends. Most of the time spent on calls goes towards solving customer issues, selling products and services, and advising callers. It is crucial that the customer feels important, respected and that they receive the best possible service. The reasons behind contacts may be very different, yet each customer must have the total focus of the agent. After call notes – to document or not to document, that is the question.Ĭustomer contact centers are always working hard to answer customer calls, whether they are simple questions or complicated and urgent issues. What could you do differently? Feelingstream now offers an automated after-call summary solution, which can take a load off the agents. It is a lot to ask from them, and sometimes this multitasking can be difficult, negatively impacting the service level. In addition to documentation, the agents need to talk to the customers, help with their issues, and sell products and services. Documentation protocols may vary, but one thing is clear – it takes a lot of time for agents to categorize contacts, make notes in CRM, and write after call notes. At the same time, the company also needs information about contacts for categorization, analysis, and improvement. This documentation is crucial for any future reference or additional contact from the same customer.
When a customer contacts a company, the contact must be documented.
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