What is wrap up time in the call center – and why is it important for driving efficiency and improving the customer experience?
In today's increasingly consumer-driven landscape, it's more important than ever to strengthen relationships with customers. Research, in fact, shows almost 75% of companies plan to have a customer-centric strategy in place over the next two years; 43% of businesses plan to have a strategy in place within a year or less.
One of the challenges with providing positive customer experiences, however, is having the right team of agents in place to consistently deliver unparalleled customer service. In that sense, contact centers are under more pressure than ever to drive efficiency across all levels of the organization.
Getting customer service right means satisfied customers and repeat business – getting it wrong can often mean the loss of customers and a negative perception of the company overall.
So what's the best way to make contact center improvements that will result in better customer service?
One way is to drill down into agent inefficiencies that may be providing customers with a less than satisfactory experience. Let’s take a look at how one such inefficiency – agent wrap up time – can be reduced or eliminated with the implementation of speech analytics software.
What Is Wrap Up Time in the Call Center?
Broadly speaking, wrap up time is the post-call work time an agent spends on a call. Typically, an agent will use disposition codes from a drop down menu that has been pre-populated with likely call reasons and call outcomes. It varies from organization to organization, but this is traditionally a manual, time-consuming, and incomplete process.
How Can Speech Analytics Help Eliminate Wrap Up Time?
It stands to reason that reducing wrap up time would result in improvements in agent productivity. Why? The answer is simple: Agents spend significant time in wrap up "dispositioning" or categorizing calls.
With speech analytics in place, the processes outlined above can be significantly reduced or totally eliminated. CallMiner's Eureka software, for example, automatically categorizes each call into existing (or expanded) disposition codes.
The end result is 100% time savings manually categorizing calls, as well as more accurate data capture. After aggregating call attributes and other data, the CallMiner Eureka platform:
- Categorizes all words in each call to determine:
- Reasons for the call
- Product or competitors mentioned
- Participant behaviors
- Presence of procedural language, outcomes or actions
- Analyzes language to identify hot topics and topic dynamics based on the analysis of all words
- Measures acoustic signals for call duration, silence/noise, agitation, stress, and tempo
- Scores calls by calculating performance indicators per call, rolls up indicators to aggregate indices for tracking key business performance such as customer satisfaction, agent quality, sales performance, etc.
The Bottom Line: Reducing Agent Wrap Up Time Achieves Immediate ROI
Contact Babel's "U.S. Contact Centers in 2015: The State of the Industry & Technology Penetration Rates" report shows there were 211,000,000,000 minutes of inbound calls across 43,675 U.S. contact centers in 2014 alone. What's more, emerging communications channels such as web chat and mobile customer service apps are set to grow at a CAGR of 21% and 49%, respectively, by 2018.
What does this mean?
By implementing speech analytics technology, contact centers have the opportunity to realize not just improved agent interactions with customers but significant cost savings as well. As stated above, automated call categorization eliminates the need to do manual call disposition, freeing up significant blocks of time for each agent and resulting in tremendous savings across the enterprise.
In today's competitive, consumer-driven market, the question isn’t "How can we improve interactions with customers?" but instead "What proactive steps can we take to provide exceptional customer experiences?"
The above is just a few of the ways speech analytics software can help to reduce or eliminate agent wrap up time in the call center, allowing agents to focus on what matters most: the customer.
How is your organization driving efficiency across the organization?