When a customer contacts a company, the contact must be documented. This documentation is crucial for any future reference or additional contact from the same customer. At the same time, the company also needs information about contacts for categorization, analysis, and improvement. Documentation protocols may vary, but one thing is clear – it takes a lot of time for agents to categorize contacts, make notes in CRM, and write after-call memos.
In addition to documentation, the agents need to talk to the customers, help with their issues, and sell products and services. It is a lot to ask from them, and sometimes this multitasking can be difficult, negatively impacting the service level. What could you do differently? Feelingstream now offers an automated after-call summary solution, which can take a load off the agents.
After-call memos – to document or not to document, that is the question.
Customer contact centers are always working hard to answer customer calls, whether they are simple questions or complicated and urgent issues. The reasons behind contacts may be very different, yet each customer must have the total focus of the agent. It is crucial that the customer feels important, respected and that they receive the best possible service.
Most of the time spent on calls goes towards solving customer issues, selling products and services, and advising callers. Our experience shows that this is only 75% of the workload, as this is not where the work ends. Most customer contact centers require the agents to conclude the call with a written summary and call categorization. Agents, quality managers, and any other interested parties use these after-call memos for future contacts and analysis.
Some companies have found that the time that goes into documentation costs too much, so they have stopped doing it. When calls are not documented, this can result in a drop in customer service satisfaction rates. If you call customer service for a second or third time and the agent has no clue about what has happened in previous contacts, it will not leave a great impression.
Have your agents focus on the customers, not the note-taking
The amount of time and energy, which agents spend on documentation, can be reduced by a clever technical solution. Feelingstream is now able to provide that solution with our automated call summary functionality.
Your customer service agents spend 25% of their time on documentation, which means that instead of 4 calls, they can answer 3. During those calls, the agent needs to focus on the customer and resolve their issues. If they need to talk and simultaneously make notes in CRM, that will take away some of the focus. If they are offline after the contact to make their after-call memo, that will mean that customers will be waiting in line. The summary that the agent writes, is also subjective. Some of the agents will write a few keywords, while others will write short essays.
So what could an automated call summary functionality do instead? When using Feelingstream’s new solution, you can have all of your calls automatically transcribed. The AI solution picks up the most important keywords, categorizes the contacts, and writes up the memos. The agents do not simply focus 100% on the customers, but the after-call memos will also be more uniform.
How is an after-call memo assembled automatically?
A customer service agent can be on the call, talking to the customer and giving the customer their full attention, however long the call is, whether it is 2 or 20 minutes. Our system will transcribe the call while our algorithm will detect the most important sentences, inserting them into the CRM.
The next adviser can see those notes and get a complete overview of any topics discussed during a previous contact. It will be a reliable way to proceed and is comfortable for the customers, as they do not have to go through the inconvenience of repeating what they have said before.
We have also made a short video to explain this process, which you can check out HERE
More focused agents, better quality in documentation
If a company starts to use this after-call memo functionality, they can see that agents spend 25% less time on calls – as they do not have to worry about the documentation anymore. Therefore there will be a positive difference in workforce costs – agents can serve more customers in the same time.
There can also be a clear difference in terms of customer service levels and customer satisfaction. Agents can be 100% focused on the customers without being distracted by note-taking during the call. They can listen more actively, and be more empathetic. This change goes a long way in customers feeling heard, quality goes up, and the chances of sales increase.
Automated call documentation can be very inconsistent when done manually, but the automated solution will provide consistent quality notes. The data quality in CRM goes up by 37%. You also avoid any human errors in categorization, making them a more reliable base for any analysis.
If this made you think that you can also win from an automated after-call memo process, make sure to contact us for a demo by clicking HERE