Something's Gotta Give
The basic operating model that most call centers follow today was developed more than 30 years ago when customers called with routine and homogenous requests. Since then, growing customer adoption of self-service technologies and of the web has increased the complexity and variety of call center requests.
Tiered call centers and skill-based queuing can improve call outcomes but only at the expense of wait times or staffing efficiency. And with an ever-growing list of contact channels and customers who are increasingly intolerant of inefficient unstructured conversation, the current call center operating model is being stretched to its limits.
Decades of focus on cost control have morphed contact centers from places where you engage in a dialogue with people into places where you conduct impersonal transactions. In the pursuit of efficiency, contact centers have taken the humanity out of the call.
A New Approach
Prosodica puts the humanity back into the call by helping representatives create more natural, authentic, and engaging conversations while also improving employee engagement and lowering operating costs.
We envision a future where communication is a pleasure for both the customer and the representative. We want to redefine what it means to be a contact center.
Uniquely Human Metrics
Engaging in natural dialogue allows us to convey our emotions and intentions efficiently. Authenticity creates unique opportunities to build rapport and influence customer behavior.
However, an overemphasis on process standardization and cost control have given contact centers a reputation for creating frustrating, impersonal, and unsatisfying interactions.
Prosodica solves this problem by facilitating natural, authentic, and engaging conversations. Paralinguistic conversational elements like prosody, turn-taking, and symmetry are the things that make conversations human. By analyzing millions of conversations to detect things like customer distress, urgency, and disinterest as well as agent engagement, call control, and interruption, we proved that a more engaging conversation is at once more efficient, more effective, and a more satisfying customer experience.
Businesses undermine the unique advantages of a contact center when they turn customer conversations into transactions driven by one-size-fits-all procedures. Strict command and control decreases levels of employee engagement which leads to high turnover and drives up the cost of staffing.
Using gamification, Prosodica activates agents' intrinsic motivation, improving employee engagement and reducing turnover. By providing a system of challenges, achievements, rewards, skill progression, and leaderboards, representatives are motivated to improve their skills and call outcomes.
The more self-guiding agents become, the more autonomous they can be when handling certain customer situations. With the right technology and incentives, empowered agents can even choose which calls they handle based on their own assessment of their ability to succeed.
More feedback, less bias
Manually listening to calls as part of a traditional QA processes can be time consuming, expensive, ineffective, biased, and misrepresentative.
Prosodica's voice and speech analytics provide representatives with continuous, unbiased feedback during every call. Continuously measuring conversational quality opens the door to guiding agents towards productive conversational behaviors in real time. These behaviors help optimize conversational engagement, which improves call efficiency, effectiveness, and customer experience.
Voice analytics also automatically determine which calls are good candidates for additional post-call speech analytics, vastly improving the efficiency and effectiveness of how calls are sampled and evaluated.