bebexs call evaluation software helps you engage with your agents, and transforms the quality of call handling by encouraging Call advisors to embrace feedback, dramatically improving how they deal with each call.
Engaged agents become happy agents, and happy agents are better on the phone. Customer satisfaction soars, and so does the atmosphere in the workplace, leading to lower staff turnover, less time spent interviewing and increased profits.
We were failing badly; the standard of Customer service we were giving our customers was variable, sometimes great and sometimes awful.
Poor call handling
High staff turnover
Our usual approach to evaluating calls pointed out the problems but didn't provide any solutions, appraisals were often ineffective, and keeping up with spreadsheets was a nightmare.
Then we developed the bebexs call evaluation software, and it changed how our call advisors viewed feedback, which dramatically improved how they dealt with each call. Suddenly, even our poor performers became stars.
So how did bebexs revolutionize our call centre by transforming the attitude of our Call agents?
Message from our MD:
Like a lot of people I know, I don't usually like talking to call centre agents. In fact, I'm sure that my heart misses a beat when I call an organization and hear the hiss of background noise and an uninterested robotic voice. Why? Because usually the Call Agents I speak to are poorly trained and are lacking sufficient listening skills to deal with the reason for my call. That said, I've had some excellent experiences when calling call centres both at home and abroad. The problem is that I, like most people, always remember and judge an organization by the worst, not by the best call experience I've had with them. How to improve call centre customer service? I don't have all the answers, but I can tell you how we drastically improved our call centre's performance.
Trading since 1998, one of the businesses we operate in the UK is a recruitment agency which specialises in Supplying Nursing staff to care homes and hospitals; others supply software and technical services. We have two call centres: one in the UK and one abroad.
Over the years, as we took on more staff, the standard of service we provided to customers over the phone diminished. Although some of our calls were of excellent quality, some were not, and most were terrible. No matter how hard I tried and how much I pushed our managers and supervisors, we just couldn't get all our call agents to use the words, phrases and call structure required to deliver a quality experience to our service users.
My inability to improve the quality of our phone calls depressed me. It got to the point where I seriously started considering shutting our overseas call centre and also shrinking the business in the UK so that I could have a more hands-on day to day control over the Call Agents. I'm glad I didn't take this radical step though, because I now realise that at the time I didn't understand the psychological reason behind the problem. So, even though I would have shrunk the problem, it wouldn't have disappeared entirely.
Issues we experienced:
We had some excellent staff, but I was getting more and more frustrated with the rest. I was often heard complaining in frustration "Why can't they just say it like Bexs? (one of our star performers)" Our staff turnover was ridiculous; we were always dismissing and hiring new staff. However, no matter how much coaching and training we provided, the new agents would after a few weeks on the phones pick up bad habits.
We were carefully picking the best candidates available. Our top performing call agents were training them and always tried hard to provide them with a suitable environment in which to work. I'm not naive; I know that some people are lazy, have no intention working and don't have the company's best interests at heart, but these are the few exceptions: our new call agents weren’t terrible people, far from it. The more I thought about and reflected on the problem the more I concluded it was my fault this was happening, not theirs.
Something had to change if we were to provide our customers with the consistent level of service they deserve. So I decided to set my team the task to search for a solution that:
We tried implementing some of the existing software packages available. Most were terrible; some were so complicated not even my IT guys could find their way around them, others were offering a solution to just a few of our problems.
After this long search, we realised there wasn't a perfect solution, and that the only way to fix our call handling problems was to create our own in-house call quality monitoring and assessment solution.
We have some experienced software developers on our team, but it was harder than we thought. The road to where we are today was bumpy, and there were many setbacks. One after another, problems kept surfacing. We made mistakes, focusing on the wrong things such as how long an Agent was on a call or even worse how long they spent on the toilet. This over-control caused our Agents to regard our efforts suspiciously, and so they fought the changes we were trying to implement.
Trying and Scrapping features was just the natural process through which we developed our solution. It was hard, especially when we had to start over again losing days of work.
We didn't give up. Instead of being defensive we embraced feedback from our staff! We listened to our managers', supervisors' and call agents' comments, ditched the unpopular monitoring aspects of the application and decided to focus on using the Call centre recording features to evaluate calls and deliver feedback. After analysing the traditional methods of call scoring and evaluation, we also ditched the bits that were pointless or provided unfavourable outcomes and focused on improving the rest.
Listening to our managers', supervisors' and call agents' comments and ideas put an end to our agents trying to fight change. Instead, they started to embrace it, and after a long development process and lots of learning, we finally finished the application.
We automatically assigned a percentage of each agent's calls to themselves for assessment, a smaller percentage to their immediate supervisor, an even lower percentage to their supervisor's manager, and so on until it got to the top.
As an MD I could now leverage my time to compare my evaluation with my managers' evaluation, the call agent supervisors' evaluation and the individual call handler's own evaluation. Everybody agreed this would increase the quality of our call handling and provide consistency of assessment and therefore calls across the company.
We had high hopes. But we soon had to face the harsh truth.
In fact, it had the opposite effect. Agents felt under siege from the multiple evaluations and started reacting badly to what they perceived as constant criticism.
They were overwhelmed by the mountain of mistakes that were being pointed out to them. Instead of correcting them immediately, some just walked out the door.
So we kept on adapting, testing and listening to our managers', supervisors' and call agents' comments and ideas.
Everything changed. Our staff turnover plummeted, Agents changed their attitudes, became more positive and embraced the change. Our results improved dramatically, and our call handling was consistently better than before.
Our results were so good that we decided to make it available to other companies and launch it as a stand-alone SAAS product.
But what to call it? We spent many wasted days writing name suggestions on the board, most of them were unsuitable some were even rather rude. Eventually, somebody wrote
Everyone thought "I like it, it is catchy," but it also means nothing, so we can't use it. It was the end of the day, so they left it on the whiteboard and went home.
The next day in I walked (the MD) and started congratulating everyone, saying "Well done, I love it."
bebexs - be like Bexs, our best person on the phone.
OK, we now had a name, and since being the boss I have the final call, I decided to stick with it standing for "be like bexs".
Setting up bebexs call evaluation software and adapting it to your operating systems is quick and easy. bebexs communicates with your phone system using an API. We provide you with the API and comprehensive support and guidance as part of your subscription. Our team will of course always be happy to answer any questions you may have.
With the flexible bebexs call assessments questions, it is easy to give Agents relevant and frequent feedback, then add in a bit of our "Not so Secret Sauce" and agents become aware of what they need to improve and willingly focus on developing their call handling skills without getting stressed.
Consistent improvement is just a natural result of using the bebexs call evaluation software solution.
Transparent and fair evaluations are a crucial aspect of successful Call centres. If done promptly and correctly, Call centres can achieve optimal call handling, and the results can be outstanding. However, improperly scored call agents can quickly lose motivation, start dropping in performance and before you know it, you are pushing them out of the door.
The answer is to get Call agents to self-evaluate their calls with honesty. This self-evaluation is what bebexs is designed to do. Unlike traditional appraisals or spreadsheet scorecards, the bebexs' system encourages Agents to score themselves without inflating their scores. Because Agents are pointing out their own mistakes to themselves, they don't argue or get defensive, nor do they accuse anybody of picking on them. They realise and accept their mistakes, embracing the fact that they need to improve their call handling skills instead of fighting change.
After implementing bebexs, staff development starts heading in the right direction, and proper call handling becomes the norm instead of an exception. Motivated, committed staff want to learn more. Keeping score also allows you to acknowledge your best Agents for their excellent work and share their best practices.
After you witness your call agents embracing transparent self-evaluation, you will know that you made the right decision in choosing bebexs. Not only are customers more satisfied because the quality of the call handling goes up, but the overall satisfaction and happiness of your agents will go up as well.
bebexs call evaluation software took us years to develop and solved our problems. It surpassed all initial expectations: it solved the problems our Contact center was facing.
Could it be the solution to your problems?
Can bebexs call evaluation software help you take your Call centre to a new level?
It most certainly will. The benefits of using bebexs are immense. After implementing it in our Call centre, we can proudly share the following:
bebexs is the right choice for any call centre where the goal is customer satisfaction alongside call agent happiness.
Even though it has cost us a considerable amount of money to develop, it was worth every penny. Using bebexs has made massive improvements to our business. So now, the next step is the pleasure of sharing bebexs with the world. We want to help Contact centers and all other businesses that deal with Customers over the phone to improve their businesses and their staff's morale.
We are glad and happy to announce that bebexs is available to you for a fraction of what it cost us to develop. Released as a SAAS product, you pay a small monthly fee, and all the features are visible and accessible.
If it enables you to improve your business, or if you have any suggestion on how we can improve bebexs even further, please let us know.
We love receiving feedback since feedback is why we built bebexs call evaluation software in the first place.
bebexs smartly organises call recordings:
bebexs is everything call centres have hoped for, and even more. It eliminates issues that are preventing call centres from functioning efficiently.
Provide a better working environment for your staff and a better service to your customers.
With our system everybody wins, from the call agents to the owner of the organisation. Consistent call handling in your call centre is just a few clicks away.
We know it will, so we offer you a
We are so confident that bebexs will you give you the same results that it gave us, that we are prepared to offer you this guarantee. If at any time in the next 60 days you are not happy with the service provided or the result you are getting with bebexs then, let us know, and we will refund 100% of any money you have paid to us.