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Removing customer experience blind spots for contact centres

Phillip Bayne – Quality Assurance Manager at Datacom

Traditional sampling of contact centre calls capture just 2% of interactions – meaning 98% of contact centre interactions have zero monitoring.

This lack of monitoring has serious implications for customer experience and for employee experience and performance too. Team leaders have a lack of visibility over customer interactions that are going poorly and that need to be escalated, and they struggle to identify employees who need more support or training.

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Datacom’s quality assurance tool Safety Net represents an important shift in customer service quality assurance by using smart technology to comprehensively monitor call interactions. By analysing topics and phrases, Safety Net automatically flags calls exhibiting strong sentiments – positive, negative, or high-risk – and can also be used to capture critical insights sought by organisations when adopting new policies or launching products and services.

The system's effectiveness lies in its ability to monitor 100% of call recordings, providing broader coverage and enabling the identification of potential issues and failure demand.

When Safety Net identifies a red flag, an automated report is generated and forwarded to Datacom’s Experience Management team for additional inspection. This allows for proactive intervention to address customer comments, minimise escalations, and provide follow-up engagement, demonstrating customer care and empathy which creates trust, and strong customer connections.

"Our Safety Net capability has streamlined our experience management process, providing us with a genuine understanding of interaction effectiveness and enabling us to identify potential issues. This allows us to take a proactive approach in resolving them," says Phillip Bayne, Datacom’s Quality Assurance Manager.

“For organisations wanting to drive improved customer experience, Safety Net provides comprehensive monitoring that enables them to proactively address concerns before they escalate and demonstrate to their customers that their feedback is valued and acted on in real-time.”

Elevate customer experience to new levels

Safety Net further assists by providing real-time coaching, guidance, and engagement with contact centre staff, elevating engagement, and the recognition of customer-centric behaviours.

Its impact on service delivery is tangible: enabling organisations to minimise the risk of poor customer experiences and empower them to resolve enquiries in real-time and demonstrate their commitment to customer care excellence.

While only a small fraction of interactions may require intervention, the system's ability to pinpoint critical issues significantly contributes to the overall customer experience. With Safety Net, organisations can achieve exceptional performance and foster customer trust and loyalty.

"Safety Net’s genuine insights into interaction effectiveness empower us to continuously improve our service, ensuring that every interaction is meaningful.”

Actionable CX insights for your contact centre

The technology behind Safety Net is sophisticated yet user-friendly, relying on advanced transcript engines to analyse call content for relevant keywords and phrases. Continuous optimisation ensures accuracy and relevance, with periodic tuning to adapt to evolving customer needs and communication patterns. Integration into the complaint resolution process further amplifies its impact by capturing nuanced customer sentiments, providing invaluable insights for improving service delivery strategies.

Six ways comprehensive monitoring can transform CX in your contact centre:

  1. Empower your team leaders: Shift from 2% sampling to complete volume coverage, giving leaders the full picture to guide their teams.
  2. Support employee growth: Use speech and transcript analysis to identify coaching opportunities and streamline escalations, providing timely feedback to improve skills and accelerate their path to competency.
  3. Enhance employee experience: Measure customer sentiment to identify those who need additional support and recognise and reward high performance.
  4. Proactive risk management: Equip your team with tools to address concerns before they escalate, minimising the risk of poor customer experiences.
  5. Automate success: Replace manual monitoring with automated processes, freeing up your quality assurance (QA) team to focus on strategic analysis and coaching.
  6. Broaden skill sets: Expand the role of QA analysts beyond telephony, encouraging professional development and cross functional expertise.
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“For organisations wanting to drive improved customer experience, Safety Net provides comprehensive monitoring that enables them to proactively address concerns before they escalate and demonstrate to their customers that their feedback is valued and acted on in real-time," says Phillip Bayne, Datacom’s Quality Assurance Manager.