CONTACT OBSERVATION

Contact Observation enables organisations to really understand all aspects of call handling and associated processes. We look at all the factors that influence the call outcome and effectiveness at a level of completeness and granularity not available from telephony or CRM applications. The best way to describe Contact Observation is to think of a combination of time and motion data (how do agents spend their time on calls from greeting the customer through to wrapping up) plus effectiveness data (did the customer get what they wanted from the call and did the agents make the call easy and enjoyable for the customers?).

The data is collected using our proprietary software which is configured to reflect the characteristics of each client operation. We use a combination of side-by-side monitoring of agents taking calls, plus watching and listening to recorded calls where voice and screen data have been captured. Typically we aim to capture 500 samples per major call type and our preference is to use a joint team composed of InsightNow and client personnel to not only make assignments cost effective but also enriching the depth of the insight by bringing a deeper operational perspective into the teams.

The results are updated daily and are immediately available for review and analysis on the dashboard, which means the analysis and reporting cycle is drastically reduced.

Typically clients use Contact Observation to provide the hard evidence to support major change programmes and initiatives that include, but are not limited to:

• Cost-to-serve optimisation (identifying and quantifying the drivers of inefficiency and repeat calls).
  
• Customer experience optimisation (identifying the DNA of a perfect call).
  
• Employee engagement optimisation (how can the agents contribution be enhanced to add greater value and meaning to their roles).
  
• Implementing a new application suite (to optimise the navigation and eliminate double keying etc).
  
• Benchmarking an operation prior to outsourcing (quantification of opportunities and greater control over the supplier negotiations and service level definitions/targets).
  
• Benchmarking multiple sites handling the same call types to drive consistency, efficiency and quality.

Click here to find out more about our Contact Observation Assessment Suite.