Tuesday, November 17, 2015

How to Stop Giving Your Q/A Team Your Client's Credit Card Numbers

Have you ever had someone ask for your credit card number over the phone? That question always makes me uncomfortable.  My personal policy is to never give it out if I'm the one who was called. If I have called in, and it makes sense in the context of the call, I give it out over the phone.

This presents a challenge to the call center. They need to be able to accept sensitive information that could be problematic in the wrong hands. Credit cards are the biggest example, but Social Security numbers, drivers license numbers, or even account numbers and passwords are all things you'd like to keep confidential.

One simple security measure you can take is in the call recording. The Q-Suite script builder, for instance, allows agent-side recordings to be stopped, started or restarted on page load or button press. By creating recording segments, identified by prefixes, you can choose the parts that should be made available for listening, and hide or delete the segments that cannot be kept due to containing sensitive information.

Another method that Q-Suite supports is security levels for particular script fields. You can set the security level on a field so that the agent can collect the data, but your Q/A team cannot read the data while looking at the call. Combined with segmented recordings, your Q/A team never needs to access the sensitive information to verify that the script was followed, or that the sale is valid.

One possible leak of data is DTMF in the recordings. If a client is asked to enter numeric data via the dialpad on the phone, the tones are usually still audible to anyone listening to the recording. With only a dozen tones available on standard telephones, it's not difficult to have those tones converted back into digits. In those cases, scrubbing of DTMF tones from the channel or the recording may have to be done.

There are other options, of course, but do make sure that you aren't leaking client data before it's too late.

Tuesday, November 10, 2015

Are You Recycling Your Leads Correctly?

Have you ever gotten a call from a call center, then gotten another call from the same number 5 minutes later? Maybe you were screening your calls, or you saw the caller ID come in while you were on the other line. Anyway, super annoying. Chances are that you weren't too happy. Did their call center software break? Did they have you in their list multiple times? Or are they straight up incompetent? It doesn't matter. They upset you.

You can't get through to every contact in your list the first run through. People are away, not home, not answering, whatever. You have to recycle your leads at some point to make a second/third/Nth attempt. You have to be smart about it, or you can wind up making people upset.

Automatic Lead Recycling

Quality call center software gives you options to set lead recycling rules based on the way the last call ended up. You can specify the number of dial attempts, the maximum number of connections, and minimum times before the next call attempt. It's important to think through the cases and what they might mean, though. For example:

  • Busy: if the call was busy, don't reschedule it for some time tomorrow. There was likely someone talking on the phone. Your contact was there! Try again in a few minutes.
  • No Answer: the phone rang and rang, and nobody answered. Don't try again in just a few minutes. What are the odds that they'll walk through the door in the next five minutes? Try again in a few hours, or maybe at a different time tomorrow. Some call centers will set the time to 23 or 25 hours, so that each attempt happens at a different time. If they only get home at 6pm, at some point you'll try calling them after 6pm. You can also set it to try again after 8 hours, so if you called in the morning, you'll try again in the afternoon. Do try to not call too many times over a couple of days, though.
  • Answering Machine: If you left a message, don't keep calling. Wait at least a day or so. Multiple messages on a machine make you seem needy, desperate, or rude. If you didn't leave a message, treat it as a no answer.
There are other cases as well, but you can see the kinds of things you should be thinking about. If everything is going well, automatic lead recycling should keep you going as you work your list.

Manually Recycling

Sometimes, however, you're near the end of your list's useful lifetime, or your predictive dialer hit a large block of "No Answers" and you won't make it through the rest of the evening. Then it's tempting to manually recycle a bunch of leads. This usually involves selecting a number of leads, possibly a call termination type, and hitting a button. Magically, a bunch of leads that wouldn't be dialable until tomorrow are now back in the queue and being dialed.

Manually recycling can save the day, but it does come with some drawbacks. The biggest one is that you don't normally have the luxury of choosing leads that were last called a day or two ago. After all, if you had a bunch of leads like that, they'd automatically recycle all on their own. Therefore, you're recycling leads that were already called pretty recently. Maybe even five minutes ago. It's a tough choice, but if it's one you're making too often, you need to look at your recycling rules vs. the number of leads you're actually working.

Tuesday, November 3, 2015

Can You Spot Problems In Your Call Center Software?

Every call center has issues from time to time.  You could have an issue with audio quality, calls sitting in queue without being answered, or calls not even reaching the queue in the first place. You may be the greatest diagnostic genius ever, but if you don't have better system access, the data you need may be out of your reach.

Access to reports that show what is going on beyond simple call counts is an important first step. In a database-driven agent interface such as that provided by Q-Suite, visibility into the database itself is vital. For that reason, Indosoft provides a report that gives a snapshot of the current MySQL process list, including running times for individual threads and notices. This tool has been invaluable for call centers, allowing them to spot queries that may be consuming too many resources or issues with behaviour.

Sometimes your telephony provider is having issues. Live reports showing the state of telephony channels on the system can let you see if Asterisk detects a problem, or if there's something else going on. Sophisticated reporting showing call detail records along with the recording of that call can be invaluable in determining if the actual behaviour matches expectation.

It's really important to make sure that your call center system gives you that under-the-hood access that you need to diagnose issues, so you're not always having to go to their support line for issues.

Wednesday, October 28, 2015

Managing Your Agents Managing Your Leads

Some call center workflows require that a specific agent handles a particular lead. There can be many reasons why. The biggest reason is a scheduled callback: the client needs a call at another time so they can check with their wife, budget for the purchase, or any of a million other reasons. Sometimes leads are assigned from a pool, and agents are expected to work them to completion. Sometimes there's a complicated process that kicks off from the start of the contact to completion. A mortgage application, installation of a service onsite, or similar circumstances can require a back and forth with an agent who can maintain the file until resolution.

Sometimes, once you've got a bunch of leads belonging to an agent, you have to reassign them. The agent may have moved on to other opportunities. Or they may be reassigned to a different department. Or maybe somebody fell ill. Ultimately, the leads have to be handled. Your call center software had better let you reassign those leads so they can be dealt with in a timely manner.

You should be able to view a list of leads owned by an agent, and be able to reassign those leads to agents of your choosing. In the case of callbacks, you'll also need to make sure that you can verify that callbacks are being handled correctly, and that callbacks aren't being missed. If callbacks are missed, you'll want to make sure they're rescheduled and reassigned to where they can be called.

Ultimately, your Cloud contact center system should give you the tools to manage your leads and your agents managing your leads.

Tuesday, October 20, 2015

When To Use PBX Queues

A skills-based routing call center ACD system is a magical thing. You assign your agents skills, they log in, and they're taking calls from the right queues. What could be better than that? It works very well, keeps the calls flowing, and your agents talking to the right people.

Sometimes, though, you have a set of people who aren't expected to do much with their phones. They may take a few calls a day, and not want or need an agent screen to manage their session and enter contact details. This could be a supervisor who's just answering questions or explaining policy to an unusually irate customer. It could be your superstar technical team that is usually working on other things, but can spare the time to answer really tough questions.

In cases like this, the typical PBX queue that comes with Asterisk is fine. If you're not tracking data from the call, and you've got a limited pool of people with roughly equivalent skills, you only need something that can route calls to the next available user. From the administrative side, it's a little more manual to set up, but once it's configured, your users only need to log in when they are ready to take calls, and log out when they're done for the day (or are taking a break).

The normal way to do this is to set up a PBX queue, then create an Asterisk context that accepts the code entered by the user and acts accordingly. In this model, each queue will need its own login/logout code, and each user will have to know the code for the queue they are logging in to. Asterisk based call center software, such as Q-Suite, should make this functionality available, even when they offer super-awesome queues with skills and priorities.

If you're using the PBX queues, you will have to do with fewer features. The queueing method has to be specified on configuration, such as round robin, longest wait, etc., and queue priorities could be an issue. Agent priorities are non-existent. Still, if some of your users don't need to use the screens or handle a lot of calls, this method may be just right for them.

Tuesday, October 13, 2015

Getting the Message Out to Your Agents

Letting your agents know about changes, or informing specific agents of some detail or other, is an important part of running an effective call center. Some call centers will use a third-party server like Jabber and install clients on the agent desktop. Managing the logins, ensuring all agents get their messages, and verifying receipt can be a bit of a challenge.

Increasingly, agents are remotely situated. Whether the call center is distributed over multiple locations, or the agents themselves work remotely, you need to get the message out.

A good call center software suite should include the ability to message agents. Indosoft's Q-Suite includes the ability to broadcast messages to specific agents, members of your team, or all agents. When the agent logs in, they should be able to see that there are messages and read them. If they receive one while logged in, they should receive notification of such.

While other methods, such as leaving voicemails, taping post-its to monitors, and putting up flyers around the call center exist, putting the message on the same system the agent has to log into every day may be the best way to ensure the agent sees the message and can act on it in a timely manner. Agents whose work schedules don't correspond with their supervisors, or whose location doesn't, may only be able to receive messages this way. Get your message out.

Tuesday, October 6, 2015

Two Features to Improve Your Queue Servicing

Have you ever waited, on hold, for what seemed like hours, only to get hung up on? What kind of ACD system does that? What were those people thinking? Did you like it? Do you think your clients will? Let's assume the answer is no. What can you do to prevent it?

It turns out that there are two numbers you can control which can help prevent this tragic waste of time:
  1. Maximum Queue Wait - the longest amount of time that can pass before the caller is kicked out of the queue.
  2. Maximum Number of Callers Waiting - the largest number of callers that can sit in the queue before additional callers get kicked out of the queue.
Obviously, different call center software suites will give these numbers different names, but they should be present.  How can these numbers help?

First thing is first. When setting up your IVR, make sure that callers who get bounced out of your queue get directed somewhere helpful. Having the call end with no further input does not help. Transferring to a different queue, offering to take a voicemail, or even just playing an audio file explaining that the call center is overloaded at the moment are all better options. Your dialplan  builder should have some choices for you.

If you're planning on using the Maximum Queue Wait, think about what a reasonable value is. If you expect that most calls should reach an agent in 5 minutes under normal circumstances, it's not reasonable to set a timeout of 3 hours. If you set it to 3 hours, then there is almost certainly somebody who will wait the full 3 hours at some point. Save them the aggravation, and save yourself the angry letter or upset former customer. Think about what the maximum should be in the worst case.

If you're looking to reduce aggravation, setting the Maximum Number of Callers may be the better way to go. If this number is exceeded, something happens right away. No waiting for some maximum timeout to be reached. If you allow 30 concurrent callers waiting, when #31 shows up, he or she is redirected elsewhere. This method can make more sense if you know there are only a dozen agents working, for instance, calls typically take 30 minutes, and you don't want people to have to wait that long. You could set it to 5-10 maximum concurrent waiters, and let the rest drop through.

Sometimes finding the best method requires a little experimentation. Do experiment before you go live, and don't be afraid to tweak these values a bit. After all, they are trying to contact you. Do your best to let them do so.