Drive workforce efficiency using technology from CallMiner

Key Takeaways

[Music] welcome to tech central my name is james erasmus and we are honored to have megan kaipe megan's a product expert at coal miner thank you very much megan for joining us today and she's also joined by two league consultants david ashton and shaylee dixit from teddy performance and we're thrilled to have them on board today because there's a lot to talk about in this space and we understand that in order to improve age and performance and productivity the workforce intelligence that can be used and what it means to society organizations is something we want to dive into something we've been evaluating a survey has been shared it's had a phenomenal response and we look forward to sharing some of the outcomes of that survey and making the survey results available to you in the follow-up to this webinar but really importantly to jump right into what coalminer does and the details behind it because we are such a data centric world at the moment that without the data and without elevating the richness of that data we possibly just have a room full of call center agents and that's not our deal what is ideal and i'll hand it over to megan right now is that we are all together and we have an opportunity to hear from the experts in front of us so thank you very much everyone for joining us and welcome again megan over to you thank you so much james for the introduction so to kick things off here i want to talk about driving agent performance so to drive exceptional customer experiences contact centers they must focus on eliminating common agent pain points so by eliminating mundane repetitive tasks for agents while providing personalized coaching support and opportunities agents are more likely to experience greater satisfaction in their roles which reduces agent attrition and drives greater employee satisfaction so i want to talk about three big trends that are driving change in the contact center and i will invite after i go through a few brief stats here i will invite james and dave to chime in and see if this resonates in south africa based on their experience so a few specific south african stats we're talking about remote and hybrid work so from the start of 2021 almost 9 out of 10 leaders which ends up to be about 88 at large enterprises in south africa said they were expected to adopt a more hybrid way of working permanently yet there continues to be challenges with this due to connectivity and power in the region and that impacts workers who are working remotely and not in an office and second is the labor and skills shortage so a recent survey conducted this year in june said that 69 of employers struggled to attract new talent or retain the talent that they already have with an increased number of 16 percent employee turnover in south africa across all sectors and then finally customers needs and expectations so according to a recent survey 89 of south african consumers say experience is just as important the experience that they have is just as important as the actual product or the service that they buy from an organization and over half 61 percent say that they expect that that service that experience to be personalized to them so james or dave does that resonate with what you're seeing in south african absolutely thanks thanks for bringing us into this topic because as a consumer i absolutely feel affiliated to a brand that hears me and the opposite is true when they don't and they've definitely been some experience where sympathetic as i might be to someone's personal circumstances working from home etc at the end of the day i still need to get something resolved and when i call the call saints i still expect that service so i've definitely witnessed many sides of this and can as i said be sympathetic but what we need to do is work out how to enable organizations and help our listeners here to understand how to manage that performance how to improve those efficiencies and how to use technologies in order to drive that positive business and consumer outcome that we're all looking for so absolutely david what are your thoughts yeah definitely as well the main key point that resonates for me for there is the remote and hybrid working piece working for large-scale operations of contact centers trying to protect against covate and working from home obviously we had double challenges as well one of which being load shedding coming through so power supply for our agents to work from home and then likewise well internet connectivity as well which is an ongoing struggle for a lot of south africans in terms of having reliable regular internet connection at home and trying to use dongles to actually run large-scale operations something really is a challenge from that point that's something definitely that we need to overcome to get to that model of a more work at home model for our agents well said thanks so much for that insight so what is workforce intelligence so what do we mean when we say workforce intelligence and how does it help contact centers so i will explain completely what we mean by workforce intelligence on the next slide but a big part of workforce intelligence is empowering your agents to drive positive cx outcomes so ultimately your contact center frontline your agents drives your bottom line for your organization so think of all the areas that agents are expected to focus on or initiatives that they may be given so perhaps they're tasked with identifying customer needs or answering common questions upselling products and services resolving issues the first time you know the list goes on and it's endless of the things that agents are asked to focus on on a day-to-day basis so without personalized coaching insights agents can feel overwhelmed in their roles and can cause agent churn so with increased customer expectations like i said it's necessary to identify performance gaps to quickly correct the behavior so you can continue to deliver positive outcomes in real time or near real time so i said i would explain what we mean when we said workforce intelligence so this is where workforce intelligence really really comes in so we think about workforce intelligence in three categories so operational efficiency quality assurance and performance management and agent assistance and empowerment so operational efficiency so simply put just a quick definition of operational efficiency it's measured by definition by comparing the effort that you put into a task with the result that you get out of it so operational efficiency could be based on a variety of metrics including a first call resolution average handle time etc depending on your specific organization and then quality assurance and performance management so often qa looks a little something like this supervisors they have way too many calls to qa on their plate and then the supervisor will choose the shortest call to qa because they have so much on their plate and then coaching sessions they're all often cancelled due to bandwidth and then decisions are made on a really short subset of calls whereas ai can help to evaluate 100 of calls and coaching can be more personalized and immediate and then the final we have here which i talked about briefly before is agent assistance and empowerment so we've talked about agent empowerment a bit already but it's important to focus on agent satisfaction as well so agent empowerment also includes real-time guidance to help with complex customer needs expedite onboarding and training and continuously help train agents and grow in their role which will lead them to be more satisfied and megan if i can just add yeah i must say i was fascinated by some of the demos that i was watching because they really illustrate the importance of the data that allows not only the agent but also the organization that the agent is representing to actually make an adoption a change a pivot an improvement and very quickly reacts to what's happening in their customers hands yeah absolutely yeah that is a really good good point i think if agents can be able to self-coach i think self-coaching is a big part of workforce intelligence so if they're able to identify a initiative a reminder or a area where they can improve then that's going to be really powerful and allow them to self-coach in the moment yeah anything with the comments we've got coming through regarding asian approach and workforce definitely from this piece as well is the more that we're able to guide agents seamlessly through their roles as well makes their day-to-day life a lot easier as well sometimes in large scale operations as well there's so much training to go through that you're trying to bring an agent in who can do everything all at once but with this as well you can actually guide them a lot easier by those coaching nuggets that you've got coming through as well yeah yeah absolutely yeah i've heard from some of our existing call minor customers that the real time application is really powerful when they have seasons in their business where they are hiring and they are onboarding really really quickly so that can be really helpful as well to get those agents on board and trained and servicing customers right away so i want to talk a little bit about the old way versus the new way so in the old way there's no sense of common contact drivers so there isn't a way to understand customer pain points and performance gaps manual coaching processes they can cause inconsistencies only a handful of calls like i said are evaluated and it's really not representative of the agent's actual work which leads to the agent becoming dissatisfied and agents are tasked with work that could be automated so in the new way agents are satisfied in their role and are delivering exceptional customer experiences and this is where call miner can help and come in so we can help identify common contact drivers deploy automated scoring and use automation to allow agents to focus on their best work and not those repetitive mundane tasks lovely it reminds me of shuhari which talks about autonomy mastery and purpose i think it's very important to remember that we should be giving our call center agents that autonomy the mastery and the purpose behind what they're doing definitely agree so briefly this is how some of our coal miner capabilities map to workforce intelligence so you can see those three components that i just spoke about operational efficiency qa performance management and agent assistance and empowerment map to specific capabilities so for example if we take agent assistance and empowerment so we have performance dashboards so agents can self-coach or have personalized coaching conversations with their supervisors agent guidance and then agent after call work so these are just an example of some capabilities and how they map back to workforce intelligence so with that i will hand it over to dave and tell performance thanks megan for the handover so yeah absolutely delighted to be able to speak today and give an overview of some of the work that we do with our clients attending performance using coal miners speech analytics to bring benefits for content center efficiency and workforce engagement as well so maybe let's give it a background as well so maybe notice the first slide please just a bit of who we are and what we do so tech performance is one of the largest business process outsourcing businesses in the world we have a global staffing workforce of 380 000 people globally there's a mammoth amount of people across the world servicing some 88 countries and 170 different markets as well our operation in south africa is tied with the uk the uk and south africa has a workforce of 8 000 people which about a third of these are in south africa predominantly all in cape town uh which we service 16 different clients across a number of offices through the cape town area now working for our sources as long as i have done another full 44 years of that but most of it i guess we've learned through outsourcing that actually we need to also almost dissolve our own business so taking on people's calls these days for labor arbitrage and just bringing in more calls and i hate to say the words bums on seats was a horrible term is our goal as well as expanded from that from a contact center operation perspective to actually look at where else we can actually support value within those industries as well so whether that be through looking through technology through automation and things of that nature chatbots and self-service through to process excellence of whereby we put people in from a leasing signal perspective to make the actual timing for an operation and for a transaction to be shorter quicker faster cheaper from that perspective as well and then underpin that by analytics as well by taking those nuggets of gold from every conversation with a customer that we can get more and more value out from because those unwritten unnoted conversations are usually the real gold dust that can actually drive change into what happens within an operation so much so that from any performance perspective our consulting agencies will actually do a tap assessment which is technology analytics and process excellence from top to toe to be able to actually you know drive up those changes as well which is actually you know dissolve our own business by some extent by actually reducing the number of calls that we are taking david thanks you've also touched on the fact that there are many many channels of engagement and i think that's very useful for us all to remember thank you for that yeah some of the channels other than phone obviously things like sms you mentioned chatbot email social media surveys yeah what other channels might people be using and how might technology be enabling those channels yeah i mean james i mean um absolutely the move from voice to non-voice channels is absolutely astronomical globally and i know from a while ago i mean i've never been in south africa now for 15 years and there's still a belief that there isn't a desire or a demand for non-voice channels within south africa but it's not the case especially after covert as well where by a number of contact centers had to close down their voice operation for the reasons i was saying before for people working from home we had to actually move over to those eight student channels of communication so whether it'd be a web chat from a pc through to you know whatsapp through to im i am a huge movement these days as well so more and more platforms are coming through with more and more channels and it really is moving to a digital perspective these days than just voice yeah so yeah work with study performance and i've worked with tpp now for a couple of years previously just work for large scale system integrators in south africa as well but one of the reasons why we work with coal miner is mainly to do with the relationship we have with them as well we're a licensed reseller of coal miner products and we won global partner of the year this year which is quite an accolade for us as well for the amount that we do now from a scale of ingestion of hours so obviously analytics works whereby you know the interactions that take place with your voice on non-voice it's put through into coal miner and then we start listening to every conversation reading the words that being said then putting the algorithms around that to actually pull out the detail of what those categorizations are now look for last year we're almost ingesting 5 million hours globally into coal miner and this year we're on track for 6.5 million hours that's a phenomenal amount of data going through to coal miners for visiting for our customers that we service and we service with about 70 labels globally as well and one of the reasons why we partnered with coal miner in this relationship which has been about five six years now is a number of reasons primarily for the security perspective from a global company we have different security standards to be adhering to globally gdpr being what i think everybody knows about and some local ones as well and making sure that for the range of industries that we service as well whether it be retail banking financial services telcos for example as well is that all of the security requirements have been dealt with in a way that we satisfy not just our own tp requirements but also our clients as well from a contractual perspective and then the support as well from a support and development perspective is when we're working on bids obviously we're outsourcing we've got to look for companies to work with is that coal miners always there helping us develop their sales packs and bids and actually doing product development as well with us at the same time to satisfy our needs that we've got from there as well cool okay we've got another question please so i know our audience are fascinated and there's a lot of very interesting questions coming through in the qa which we will definitely attend to if they aren't answered in the next period of time but let's see what the answers are to this next poll which is what would be the top driver for your organization to use conversation analytics okay overwhelmingly better customer experience the customer is at the center i love that absolutely readers resonate james as well because obviously from better customer experiences as well is you identify those interactions that give better outcomes from the get-go but likewise as well sometimes the better customer experience is actually no reason to actually call the content in the first place and that's quite a lot of the work that we do as well with using analytics is identifying that low-hanging fruit that we can move out from an interaction with a human whether that be with a book or moving from that perspective or actually no need to be in touch at all actually getting rid of the problem or the need before it actually happens and that's a lot of the experience work that we look at as well cool so david i'm actually very glad you're bringing up a practical example here because i think we want our listeners to see that in real life this really does happen yes it does it does we're going to go through this myself and my colleague shail to take you through this case today so look we're going to give you a bit of an overview about one of our clients which is a uk energy company now we service a number of uk energy companies within tele performance and this one in particular is one that came on board with us around the beginning of 2020. so look a few challenges that took place from an operational perspective because of coving and trying to outsource a operation where none of the smes could come over and give those training sessions live and things of that nature but also as well in a time when the world's changed a lot as well i think for anybody who reads business today and quite a lot of the local papers as well there's a lot of reflection on what's happening in europe especially about the energy crisis happening over there not to dissimilar to ourselves in south africa to some extent but particularly in the uk is where by in 2020 there was a price cap for the cost of what businesses could actually sell their gas and electricity for and there was actually a rising cost in the background as well of what those raw materials would be as well so margins were being eroded in the background from that perspective and then comes 2021 as well which is obviously we've got inflation issues cost of living is becoming more and more expensive the supply of gas is becoming more of a challenge as well with various issues with the world just now as well and then the uk as well we'll talk about regulatory issues so in the uk as well is there is a massive move as well from that price cap perspective and regulations on the industry itself one of which is whereby the businesses are asked to be more proactive in supporting their consumers in the amount of consumption of electricity and of gas to make sure their bills are lower so if you think in the background of this you've really got a perfect storm which is the fact that as a company you're being asked to keep your prices at a certain rate okay your raw materials are going up astronomically in the background and then you've got regulatory items as well on top of that which means that you'll be receiving fines if you don't actually adhere to the first two steps of what's taking place in that mantra as well so really what else do you do well the other one in the uk industry as well would be you thinking let's get more consumers because the price cap and the cost of the increase in the cost a number of energy companies were going bankrupt and going bust in 2020 and the actual onboarding of new customers was going to be a lost leader because you couldn't bring them in because you're going to lose even more money so that was a real challenge that took place with our client so in there as well what's the one thing that you can do operational efficiency has to be key where you can strip out waste in every interaction where you can reduce the cost of every conversation and then start moving more and more into different channels to make that cheaper to do from there so the client that we're going to give you a bit of an overview for came to us and said how do we do this so one of the big options we had was to use analytics and start really going to those nuggets of conversation to find where we could strip out waste within every single interaction look at the pain points of what was taking place and what was driving contact into the contact center that we could possibly deal with and move out from there so i'm going to hand over now to shady dixie who's my colleague at television performance who did a lot more of the insights and analytics piece from here so shelly i'll hand it over to you if that's okay yeah sure thank you david so rightly said david and also you see we all understand that this is a fast changing landscape not just for utilities but most industries globally so it is imperative for us to maintain a balanced focus on elements such as compliance customer experience cost reduction etc and that's exactly what we usually aim to go for in for this particular client we began with understanding how fcr could be improved which essentially pointed at the high transfers and repeat caller percentage that we had at that point in time one of the findings that really helped was that there was a high percentage of transfers happening in calls of shorter duration so using different filters etc that we have in coal miner we are able to segment the total data into different buckets and bases their hte bases you know a lot of other matrix so the ones with shorter duration they had a higher propensity to get transferred and there was transfer language towards the end of the conversation being used which denoted that you know they are getting moved from one department to another and what we realized that the majority of these calls were getting transferred between the two major meter types that we have for utilities which is essentially smart and heritage when we conducted an rc exercise on this we realized that many customers weren't sure about their meter types and this is a relatively simple reason you know a simple fix but it had huge implications on the overall process health when the customers dialed in and reached the ivr they got certain options and one of the options said press one if you have a smart meter press two if you have a heritage meter and what the business didn't realize that you know while we talk about utility industries in and out and we are well versed with these terms jargons etc but the customers they were confused about the type of meter they had so a simple suggestion around how they could simplify their ivr messages so that the customers choose the correct option really worked wonders of course there were similar findings on probable call avoidance by agents incorrect agent mapping also some excellent cross killing opportunities that we were able to identify which helped reduce the transfers overall in general for this study we were able to reduce the transfer rate by up to 25-30 percent so that's one saying i was just going to say as well smart meters and traditional meters as well we were saying about terminology the jargon on the back of this for anybody who doesn't know so you know in south africa we have unsmart meters which is we have a prepaid box that when it runs out it turns off in the uk there was a lot more of the old school meters whereby the numbers click round a couple of things on the back of that is that actually people would have to do a meter reading or something we would have to go out and do that and look at the meter to produce the bills they were done estimates for example as well was wildly fluctuated in the background as to what the consumption might actually be so on estimates so smart meters is a uk initiative by the government which is actually just a lot more day-to-day consumption reading and also tells you know by the hour how much consumption has been taking place from there as well so you would think that naturally everybody would want one of these boxes on their home so they could control their bills a lot better but actually there's been a lot of resistance from that from the uk market in terms of when it's been offered they're like i'm not quite sure i don't think i really want one of those so it really has been a big one to say that from a perspective whereby we need to start promoting these in the contact center it helps with some of the conversion of the customers to control their bills and do the regulation requirements we've got from there but likewise as well just that technology piece just in general is causing confusion within the operation as well yeah exciting thanks thanks for pointing that out david so let's refer to 0.4 here and let's discuss this study around the conversion of course as you said this is basically regulatory requirement and the utility energy suppliers they have an obligation to take all reasonable steps to install smart meters for uk customers at times the utilities companies also end up paying hefty fines for non-compliance but because smart meters are fully digitalized and the workers they don't need to physically access them for meter readings hence it is also a cost reduction for the companies who have a good majority of customers having smart meters so basically the objective was to optimize conversion we generally don't look at increasing conversion we generally look at optimizing it because we want to maintain a balance in the customer experience and improving the conversion rate and call minor certain verbiages we were able to identify and use different algorithms for call minor and use these algorithms to categorize a subset of calls where the smart meter was being pitched and promoted and similarly there are multiple exclusion keywords exclusion functions that can be deployed which can also detect absence of important verbages and on conversion projects like these it is best to begin from understanding what the true conversion opportunity was so obviously where the customer already has a smart meter or maybe is agitated we aren't able to help for the query that they called it doesn't really make sense or it wouldn't qualify to pitch for a smart meter but once the base for real opportunities identified we generally proceed to understand the style and the pitch adherence one of the biggest findings was that a large subset of agents weren't offering the rebuttals at all and they needed guidance and encouragement to follow the practice the other observations were around you know process deterrence to conversion where although the customer was interested we weren't really able to close the sale because maybe the requested dates were unavailable or the agent system wasn't functioning so you know to understand whether there is a appropriate contact the customer process fitted for scenarios like these was important another very important element which you know takes place in conversion projects like these is around the rebuttal efficiency so it is important to understand the types and kinds of objections the customers come up with they might simply say not interested i'll speak with my partner get back it's too costly not in case of smart meter of course it's free but in general you know for other industries like banking etc and then we want to evaluate how the agent really responded to each of these objections and bases these objections what was the true conversion rate so are there certain styles phrases verbages which are deriving more success than the others so these are certain important elements which we usually look out for in our conversion projects with all miner so just to interrupt that what i also saw is that those stats are available real time am i correct so through coal miners intelligence those are visible to the organization that's being represented in real time absolutely so they will be visible real time depending upon the version that you have of coal miner and then you also have a feature which is uh qa automation which basically on real-time basis or on the ingestion frequency basis it is able to churn out these insights which will give you on an agent and a team manager level whether the correct pitch was made or not proactive language benefits explained rebuttal so whatever elements you want to quantify and create categories for you can have an immediate day on day visibility and this is a very powerful feature which generally we utilize for targeted training needs for our contact center folks yeah likewise as well sherwood was digging with this as well that really feed into the performance management piece as well and operational efficiency because at the same time you take the work out whether they by quality assessors have to listen to the call because we're doing that already so actually we can spend the time on coaching and actually developing agents a lot more than having to do the groundwork to begin with that automation piece has been taking place from that and pass that credibility back to the agents to thank them for identifying something yeah absolutely yeah and thank you and an element which i specifically find really useful coming from an ops in quality background myself is the ability to audit certain type of interactions so for instance generally we have like a sample based environment if we were to look at traditional quality approach where you know processes will audit one percent two percent three percent the more you audit the higher is your effort and cost but generally they audit like a limited sample and then infer intelligence out of it and this is generally you know a random or a random stratified approach is used so that we give you know every interaction an equal chance which is fine but when it comes to say conversion when the objective is to improve conversion or to improve csat customer experience nps etc when you have these targeted objectives suppose i give you 1000 calls and i give you the ability to pick up those 10 contacts where the system is telling me that the rebuttal could have been done better so that's where this works wonder because then as a quality or an ops leader i can pick up these 10 contacts i know on the remaining 90 percent of the data the system is telling me that they aren't any error so i might not need to evaluate those but from an agent targeted coaching perspective i have the opportunity to pick up these 10 audits and see where the agent could have done better and basis this i'm able to share you know immediate feedback with him we are call miner itself so that doesn't really increase my quality coaches work to share the feedback get acceptance etc so this in totality works wonders to improve the knowledge of our agents and also they stay motivated they're getting regular feedback in terms of incentives in terms of other things they are doing better they see themselves improve each day so this is something which we really love thank you very much that's very insightful because i see that some of the questions coming through in the qa are asking how do we and i think the answer is motivate and i'm a strong believer in leadership and i think that leadership and the way in which people can be encouraged through data by their leaders is definitely something you've brought to the fore there so thanks very very much anytime you're welcome let's also discuss maybe the last case study here which is around the wonderful customers you see wonderable customer and especially getting payments from this is a delicate mix it is one of the trending opportunities in most industries especially like utilities banking etc and a lot of pre-work can be done through these categorization one of the most important things for uk market for wonderful customers is around whether we are identifying them in the first place or not are we offering the correct solutions to them whatever other valid discounts or however we can help them are we doing it so how we've been able to help our vulnerable customers here while also being able to get better payments out of them so the idea here is to quantify the total vulnerable customers and the different types of vulnerabilities that you're getting so once you understand their specific needs which and you know you are able to correlate it with their ability to pay their preferred payment plans additional support requirements etc so through all of this correlation and categorization you are able to create a culture where you know they feel listened to and at the same time you know it's also like a revenue generating the stream for the business yeah i think i will finish there i'm going to say without saying as well really that vulnerable customer piece is relatable across nearly every industry globally as well the impact of the financial crisis that we're going into just now we really see this a lot whether it be from an energy provider from banking facilities from collection companies we're seeing a lot more requests for in our industry as well from the outsourcing piece of how we support these rural customers and from a payment perspective yeah thank you thank you so these are some of the initiatives at the back of these insights that we were able to drive and some of the actions that the client and ops took which revolved around fine-tuning the language on the ivr cross-killing their agents controlling the abrupt disconnections or callback for smart meter conversion of course i'm sure the audience understands when the rebuttals aren't being offered on a majority of the calls and once you're able to fix it the conversion would improve to a similar magnitude so yes we were able to double the conversion here and it is still going strong so these are some seemingly easy fixes low hanging fruits which doesn't take a lot of technology intervention something that can be put together faster etc that you know we were able to do for the client great i think right and what is the state of surrey organizations yes perfect so we have run a survey with tech central asking uh south african contact center decision makers and influencers how can technology drive workforce efficiencies so the survey explored the challenges and priorities within the contact center as they manage performance and improve efficiencies using technology so i'll go through these very quickly so the first one here just reading from the screen it says through which channel can customers contact you so with the top answers uh split 25 and 25 were phone and email and then are you currently using technology in your contact center the top answers we're call recording quality monitoring and workforce management software so scheduling so pretty much the tenants of what you'll need to run a contact center and then this next one how do you currently manage quality automation and monitoring and the top answer was manual qa and i will say we see this a lot i call whether a lot of customers who initially come to us are currently using manual qa i was reading about a case study i think it was earlier this week where one of the business challenges a customer was a healthcare company who was looking to solve was to be able to evaluate more calls and they weren't able to using manual qa so definitely agree with this one and this is the last one so top three customer service challenges performance coaching agent nutrition and operational efficiencies which maps directly to workforce intelligence and then the top three customer service priorities employee experience improving internal efficiency and enhancing customer experience and satisfaction so again not surprising answers based on everything we've seen and everything that dave and shaylee have shared as well all right so what's next for workforce intelligence tech so this is the tech that you can roll out today and that's available for deployment so first we have alert as we talked about a lot a few times in this webinar real-time capabilities shaylee spoke to it as well so alert is our real-time product it combines ai automated transcription alerting and reduction to provide your contact center supervisors quality agents with real-time actionable business insights so optimize agent performance like we talked about with real-time guidance ensure compliance mitigate risk pinpoint and act on upsell opportunities and improve customer experience via proactive escalation so all of those can be solved with this alert product and then we have screen report so this is one of the top answers that we revealed in the survey technology that's being deployed now so screen record can be used alongside the qa process to analyze the agent's screen to better understand the customer interaction you know speech tells a part of the story but the screen can tell the complete story of the interaction so you can improve contact center metrics see how the agent is engaging with the systems to improve processes for the agent and then get a better understanding just generally of every interaction that happened so those are the two products i'd like to highlight today and then i went through that really fast so we had time for questions i'm you did thank you thank you very much to all our listeners who are out there and as i keep implying the questions and answers have been flying thick and fast and thank you for that so i'm going to ask david to please apply himself to some of these questions and megan and shaylee but before you do i just wanted to say as listeners we're looking for solutions and often the solution i don't want to say this but the solution looks like a hammer why the hammer the question is what needs to be done what is in the background that hasn't been reviewed is there a process is there a people element and very often it starts with people and some of the questions that came through talked about inculcating the correct culture i talked a little bit about motivation and i think it's so important to not just look to technology as the answer but to guide the people into a process where they're comfortable to then use the technology and know that the technology is not only there to support them but to support the organization that they in turn are supporting so thank you very much for your insights i thoroughly enjoyed this conversation and i i look forward to some of the answers to these questions thank you david cool yeah thank you james so look i think just groups of these together as well i think the one of the first questions we've got on here as well is regarding an interaction point like ivr and all those voices usb strings and things of that nature so we do a lot of work with coal miner as well with the non-voice using text analytics from different sources as well and so as long as that interaction can be either fed in live or even batch filed into coal miner as well as long as there's something from a text perspective that we can analyze then that can always work as well we do a lot of work as well on csun surveys and this is based onto one of the points that was on their regarding mps so we do a lot of work as well by we use the nps verbatim comments as well for a very similar way as well looking for themes and trends and nuggets in that conversation large amounts of customer surveys have been made okay that we can put those into coal miner and start really bringing out those themes and trends of what customers want to be focused on because let's face it you know what an nps survey back into a contact center singularly you can fix that single problem but have you got the root cause of what having happened to 100 customers and not just that one as well so there's a lot that can be done from that perspective i was just looking there as well quite a few comments here as well regarding content centers as a whole from returning of the customer customer delight because we're obsession which absolutely should always be the way as well focusing totally on how to identify opportunities saying already that the customer doesn't even have to contact the contact centre to make that the most delightful experience ever the best experience he's not to have one at all which is always the way from there i think we've got a number of case studies as well especially in tp's world whereby we've identified how we can actually stop that whole problem from starting so you can actually mitigate that contact into the contact center as well i mentioned there were customer centricity earlier and i think by giving the agents access to the data they can feel this pain that is a common pain amongst their their callers unless you say callers in this instance and actually effectively put themselves in their shoes and say i understand this problem i've seen this problem many times over and this is what we're doing about it and that's the autonomy that that call center agent needs yeah yeah i mean absolutely james as well i mean working in a contact center it's an operation whereby it's a repetitive task that's basically just doing the same data processing data entry over and over again it can become quite a monotonous job and you know that's why people have a high turnover of agents whereby people leave very quickly from that perspective as well we've all said as well real estate contact centers these days should be whereby when somebody comes in it should be the moment of truth they've tried self-service they've tried other ways of channeling their questions to get to a point whereby once that's been exhausted having to speak to somebody live actually should be whereby other things have failed them which again gives the agent far more autonomy on their day-to-day job they feel more of a sense of achievement in that conversation interaction they've got but likewise as well we need to listen to those conversations at the same time to say why did that moment of truth fail in the first place as well so it really is that whole holistic cycle as well that comes through very insightful can i ask one of the questions was what is a typical percentage when you talk about turnover resignation of perhaps the management layer within call center look it varies from account to account and from operation to operation i mean we always know that there's a far larger turnover from an outsourced perspective usually for an in-source but that's normally from a development perspective but look for companies like us at tp as well we make sure there's a roadmap to management people who have been brought up from within that content environment can move from an account to an account and develop their skills throughout the business that's wider and wider it's a hard one to announce i think but the best places to go to is obviously the professor numbers as well because they often do have those kind of overviews of what the industry is saying within south africa so i mean it does depend from the company's company yeah yeah again thank you very much megan shaylee anything else from you in terms of answering some of these questions no i think james and dave you covered it i think your experience in south african markets is invaluable for this conversation so yeah thank you so much i think we've covered most of it super it's been a wonderful conversation i think we've had a super engagement from our listeners and thank you tech central for for for joining i take central audiences vary across many different industries and standards and represent so many different parts of different organizations not just the call center and the customer awareness piece but also the product side and service and there's so many different aspects that you've really touched on today which have given us all some insights into into how technology is there to enable us so for me at techcentral thank you very much megan shelley and david really appreciate your time and from all of our listeners thank you very much for the time you've made available to us and what a wonderful conversation we look forward to the next one thanks so much thanks for having us thanks for having me james thanks very much [Music]