One of the trickiest things involved in running a customer support team is ensuring compliance and continuous service quality. You need to get a lot of things right to offer great support - tone of voice, consistency in your answers and quick issue resolution. In addition, there are usually many types of questions customers can get in touch about, which are constantly changing as the business evolves.
Quality of responses is especially critical for companies that operate in a regulated environment. There are real liabilities involved: from fines for complaints and sanctions for incorrect advice to criminal liability for tipping off in a fraud case. Sometimes it’s not enough to do it well. You have to be able to demonstrate it, too - to auditors, regulators and sometimes even in court if the complaint escalates.
The reason customers value voice support is that it’s real-time and personal. But the flip side is that the advisor is put on the spot and really has to know their stuff. So for phone support to be great and compliant, continuous investment into training and knowledge refreshers is critical. But knowing which areas to invest in can be tricky. For example, if my team has hundreds of conversations a week, I can’t listen to all of them. And if I do come across an incorrect response or a tricky conversation, it’s hard to say how widespread this issue is. Should this topic be the focus for everybody or just this one person?
At Cordless, we are building a new voice platform for customer support teams with all these challenges in mind. Cordless transforms all your voice conversations into text by default and gives you tools to make it easy to analyse and take actionable next steps with your team.