What do you need to remember when implementing a Live Chat in a Call Center?
A Live Chat connected with a helpline in a multichannel Call Center is slowly becoming the industry standard. Customers now want more than just phone helplines. Other channels, especially Live Chats that make it possible to quickly and reliably contact customer service representatives, are becoming more common. However, if you want to add a Live Chat to your Call Center, you should remember to configure your new tool appropriately.
If you want your Call Center to be multichannel, it needs to have a helpline, a chat and sometimes even a video chat. Representatives can operate either calls or chat or multichannel communication.
The right synchronization of queues makes it possible to effectively divide duties among them and direct the right tasks to them. For instance, representatives who are working on a helpline simply shouldn’t be getting questions on chat at the same time. On the other hand, those who are already answering questions on 2-4 chats shouldn’t be given a call to answer.
Clearly, synchronizing queues is necessary for smooth operation. In many cases this is something that needs to be done when implementing a Live Chat. Adding this feature and its configuration requires an advanced programming project that takes into account queue synchronization. It’s a process necessary for managing the schedules of all representatives efficiently.
Every Call Center measures its effectiveness by looking at KPIs. If there are additional communication channels, such as a chat or a video chat, then their performance should also be measured so that the total effectiveness of representatives can be verified. The performance of Live Chats should be compared to the most important Call Center KPIs:
1. First Call/Contact Resolution (FCR) – the most important KPI that measures whether the customer’s problem was solved during their first contact with the Call Center. It is most frequently represented as the ratio of the number of problems solved during first contact to the number of all problems received by the Call Center and multiplied by 100%. The result is a percentage that is easy to understand.
2. Conversation Length – the length of conversations with customers. In many Call Centers, long calls were once frowned upon as they generated big costs, both for helplines and live chat. However, the length of calls is now becoming less and less important, because customers began to notice that representatives were rushing. This was perceived very negatively. The important thing is for the representative to be engaged and helpful. That’s why in many call centers Conversation Length is used to determine the right, not the shortest call time.
3. Average Handle Time (AHT) – an indicator that measures the average time of a single operation, from the moment the call is initiated by the customer until the problem is completely resolved. It shows the time needed to solve a single case, which is a great way to measure Call Centerperformance.
The changing needs of the customers make it necessary to modify the way customer service works, including Call Centers, which until recently were synonymous with a helpline. Modern technologies used in customer service make it possible to integrate current systems with new forms of contact. However, it is important to remember to integrate these forms with the queuing and reporting systems so that you can effectively manage the work and measure the performance of your representatives. InteliWISE offers solutions that can be integrated with Call Center systems in a way that ensures that the new communication channels are operated and monitored similarly to the old ones. Only then can you boast a really complete omni-channel Contact Center!