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The Emotional Quotient of your Contact Center

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What is the Emotional Quotient of your Contact Center ?

 

Why would a Contact Center have an Emotional Quotient ?

A Contact Center is a special place where YOU and your customers interact.

Apart from the classic performance considerations (Agent productivity, service efficiency, information processing, etc.), no matter how important these may be, in today’s world, a Contact Center must also be able to respond to increasingly targeted needs, viewing each individual, each customer as unique, and having a unique set of criteria. In other words, your Contact Center must be able to provide a human response, simply, like one person talking to another.

The new wave of intelligent technologies meeting these new standards are now able to transparently blend into your information system. Today’s technology is actively integrating, as of the design phase, the natural human features which occur when people interact. This is particularly true in customer relationships.


The 5 skills of a Contact Center having a high EQ


Like any individual called on to develop 5 basic, essential skills to succeed in his professional context, a Contact Center, itself formed by individuals, must also have these skills :

 

1 :: Self-awareness : this is the capacity to realistically evaluate yourself and have a good level of self-confidence

 

In a Contact Center, this means :

 


  • Reliable, accurate, multiple, configurable monitoring tools enabling you to directly monitor an agent platform and automatically generate activity reports aimed at enhancing contact center responsiveness.

With Sibilo Contact Center, your Supervisors and Managers are able to accurately evaluate the activity on their platform. Freed from their low added-value tasks, up to 70% of their time can be focused on their agents and customers. The value of their work is thus enriched, agents are backed-up better and customers are happier.

 

See the Sibilo Management Tools

 

2 :: Self-control : this is about managing emotions so that they work for you and not against you. It’s a question of conscientiousness

 

Remember all those prospects lost in the waiting queue ?

An efficient Contact Center must have  :

 

  • A powerful, proactive, 100% reliable routing tool ensuring that ALL your contacts are, or will be, handled. The routing tool should have several distribution levels, multichannel management, caller number registration, etc.
  • A capacity for rapid deployment with no technical investment from your side, through an On Demand solution (SaaS).

 

See the Sibilo Smart Router


Sibilo CC On Demand will provide your company with a Contact Center solution requiring no more than a telephone and an Internet connection. Should you decide to go on-premise, the transition to the Sibilo Contact Center on-premise solution takes place transparently without interrupting your activity.

 

See Sibilo CC On Demand

 

  • A simple, comprehensive tool allowing you to configure your interactive voice response system with no need for any special IT skills. 
 
Pour découvrir Sibilo Studio

 

 

3 :: Motivation : this is the capacity to use your deepest desires like a compass, guiding you toward your goals, enabling you to take initiatives, optimize efficiency and persevere.

 

A Contact Center must be able to define ambitious, measurable, quantitative and qualitative goals. Today’s contact center technologies are no longer an obstacle, but more like a window to your needs and desires (in particular, in terms of speech recognition, covered in the 5th skill below).

  • Your quantitative objectives can be achieved using a dashboard, a monitoring tool, and reporting as indicated above.
  • Your qualitative objectives are generally focused on overall customer satisfaction, the facility with which a caller is connected with an agent, the greeting, the response given, etc. With these goals in mind, a questionnaire, or survey system is set up and managed by your agents
  • For call campaigns, technologies such as our Power feature will allow your Agent to enhance the efficiency of his calls while increasing the number of qualified leads; your agent gets a more satisfying, motivating experience, and your customers are better cared for.

The Sibilo CC call campaign module contains a sophisticated scripting tool, but above all, four versatile operating modes : preview, progressive, predictive (and semi-predictive), and Power.

 

 

4 :: Empathy : this is the capacity to recognize or understand another person’s state of mind or feelings ; it means being capable of putting oneself in another’s shoes, and entertaining a harmonious relationship with a wide variety of people.

 

Do your customers feel that they got the right response to their need ?

To create value for a customer, you need to have a very good understanding of your customer. By seeking to better understand your customers, you integrate the notion that not everyone necessarily behaves in the same way.
 
In a Contact Center, this means :

  • A comprehensive, diversified range of communication channels, capable of switching from one channel to another, and responding in real time
  • Pooling the experience of each agent for the general benefit of all your agents, enriching a common database with experience-proven responses.
  • Communicating with all the entities of your Information System.

 
Sibilo Contact Center enables Computer Telephony Integration (CTI) with the CRM tools and with the business applications specific to your company. With this feature, your customer files can be called up with an incoming call on the basis of the caller’s telephone number, or using the customer No. entered or spoken into your IVR (upstream of the waiting queue).

 

See the CTI Technology

  

5 :: Relational flexibility : this is the capacity to control your emotions when dealing with others and accurately analyze human situations and systems. This is a skill which allows you to respond tactfully and persuasively, provide guidance, negotiate and settle differences.

 

In your Contact Center, do your customers feel that they are unique ? Warmly greeted ? Do they receive a personalized vocal greeting ?

  • Today’s speech synthesis and recognition technologies, associated with powerful IVR systems, provide your customers with a truly personalized greeting. Your customer navigates through the menu by voice, naturally expressing the purpose of his call. This allows you to identify the customer’s needs before routing the customer to the best qualified agent.


The Sibilo Voice IVR interfaces with today’s market leaders in speech synthesis and recognition to ensure a much higher level of interactivity with your customers, a more accurate anticipation of your customer’s needs, more personalized contact with your customers, a better understanding of your customers, a more qualitative exchange of information, and more.
This is what Vocal 2.0. is all about.


 

And You, What is your dream ?


 
Are you dreaming of a powerful, flexible Contact Center, with a Human touch ?

Contact us to improve the Emotional Quotient of your contact center.