The document discusses launching social media as a functional service in contact centers. It provides an overview of key considerations like having dedicated social media representatives, developing training, processes and policies for social media customer service, and how to launch an initial social media program. It also discusses how social media differs from traditional call center models and why social listening and responding on social platforms is important for customer service.
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Call Center Week 2014 - Become a Social Business
1. http://stratuscontactsolutions.com
Jim Iyoob
Social Media Center of Excellence
An overview and step by step process to launch social media as a functional
service in your multi-channel contact center.
Key Takeaways
• Social media Reps vs. Call Center Reps
• Training, Process, & Policy
• Launching your first social program
11. http://stratuscontactsolutions.com
Call center problems can include:
• Complexity at the desktop can impede the customer
interaction
• Customers endure long hold times which extend the length of
resolution
• Agents are required to provide quality service based on
unknown inputs on the spot
• Multiple transfers may be required
• Lack of proactive quality control for employee/customer
interaction
26. http://stratuscontactsolutions.com
A call to a traditional call center can
lead to an encounter with a highly
unmotivated person, subjected to
tough and discouraging guidelines,
without the freedom of action
Call Center vs Social Center
28. http://stratuscontactsolutions.com
A traditional call center is relegated by
customers unable to express themselves
beyond complaining to a few friends and
family members, social networks have
developed the principle function of
preventing possible public relations
disasters (proactive)
Call Center vs Social Center
29. http://stratuscontactsolutions.com
An unhappy customer who calls is simply
another customer, as opposed to a
customer who uses the social networks
to complain is potentially a problem that
can generate negative publicity, brand
damage, sales loss, and lose the
company future customers
Call Center vs Social Center
38. http://stratuscontactsolutions.com
Things to think about
Can a company aspire to give all its customers the same level of
attention that Facebook or Twitter offer, compared to their call
center?
What happens when the person who is poorly attended on the
phone has a powerful presence on the social networks, and was
simply using the phone out of convenience?
When you look at the cost of a social media analytics solution, it is
mere change compared to the millions and millions you’ve already
spent on that call center.
41. http://stratuscontactsolutions.com
Factors to Consider When
Choosing a Partner
• Size
– Large enough to make investments (Stable)
– Small enough to give you personal attention
• Leadership
– Executive team
• Industry or vertical expertise? (It depends)
– people, industry experience and nature of problem
• Training Program, Technology
– Get to know the Managers, the agents and the
executive team
Now that we know all this changed , We talked about social. We talked about social listening
Now we will talk about what makes it all work….
THE PEOPLE – or Agents, the Customers
How do measure
What do you need to do make social a nice fit in to your call center
I will show you the BDP on what great companies are doing
Now that we saw the future of communication has changed. What comes next?
I’m one of the millions of customers out there who have grown fond of using social media for gathering information and venting experiences and reviews.
People can share anything at any time
Regardless of where you are in the world, people share anything about your business that they want, and there isn’t anything you can do.
(Story about the old Web site was enough) what the company said about their business was important – now its other peoples reviews that influence
Today we are going to learn why social media is important
The process is inefficient and painful, not to mention the missed opportunities in Social Media
You effectively generate leads, increase sales, strengthen customer loyalty, and prevent a potential crisis when consumer’s opinions are negative
Here are some important areas such a process should focus on regardless of implementation:
Regardless of who implements these processes
Companies should allow their customers to engage on their terms, not the companies terms
Regardless of who implements these processes
Regardless of who implements these processes
? I don’t know what this means
Regardless of who implements these processes
Regardless of who implements these processes
Voice is a one to one channel. Only the rep and customer are involved in the sale or support. Where as social media requires the agent to publish their response publicly and any twitter follower or Facebook visitor can see the response. This can work in the businesses favor but can be very risky if agents are not properly trained appropriately.
Talk about bad experiences here -
When you use the telephone you can end up paying more for the call, as well as having to deal with an automated messages and long waiting times, only to deal with somebody who behaves like an automaton. When you contact a company via Twitter, the encounter is quicker, more cordial, available 24/7 and sometimes even inspiring. While in a call center you may have to wait minute after minute hoping to speak to somebody, on Twitter, your experience glides along. There are multiple anecdotes out there.
A social agent has a different profile
Out of 50 examined social media crisis between Jan 2001 and Aug 2011, the top reason was exposing customers to a poor experience.
Cannot automate Escalation
Escalation in call centers happens all the time and we escalate to a floor sup
Not the same in Social
Talk about example of THEFT in telco
Managers have up to the minute access thru their mobile devices. You no longer need administration or I.T support.
Social agents are different
With the introduction of social media there now exists a new opportunity for customer service representatives to interact with customers in a new way, something which is yet to be fully embraced by the majority of traditional customer service call centers
Social agents are different. Their training includes the tools and processes for using social media effectively as well as conversational skills and the abilities to know when to take the conversations offline. Agents are multi-skilled in all social media for every customer interaction
Social agents require different skills
Excellent written communications - Social media is a public conversation and the agents need to be able to effectively communication in short phrases.
Although template responses can be used, every interaction will be different and the agent needs assess the situation and respond appropriately in 1 to 5minutes or less
Aptitude for marketing
We start training with reputation management allowing agents to respond to posted remarks or ratings of a company’s brand, products or services
Fixed tasks vs flexible
Call center agents handle repetitive tasks with fixed responses well.
Social agents need to be flexible and handle varying tasks across multiple channels.
Typical cost per acquisition is nearly 50% lower than advertising.
And customer service professionals are traditionally cheaper than an outsourced marketing agency.
The contact center industry has many options and finding a potential vendor can become an extremely daunting task.
it’s critical that you understand the process and have a clear strategy and understanding of your needs.
Selecting a best-fit vendor requires due diligence and meticulous attention to detail to ensure that you form the right partnership that will deliver mutually beneficial results for years to come.
There are several factors to take into consideration.
following guidelines will ensure the best possible fit for your organization and will enable you to improve productivity, profits and efficiency while maximizing customer satisfaction.
If you control all 3 you will not grow – by controlling 2 out of 3 – you learn and grow with your provider