Comcast has been under fire recently, thanks to a customer service call that went from bad to worse over the course of a grueling 20 minute conversation. If you’re active on social media, you’ve likely heard the call recording in which Comcast customer Ryan Block attempts to cancel his service, only to be stonewalled by the customer service agent on the other end of the line. What results is a call that quickly went viral and that has been described as “Kafkaesque,” “hellish,” and “like a soon-to-be ex desperately trying to fend off a breakup.”
While the Comcast example is certainly an outlier when it comes to less than ideal customer experiences, it serves as a reminder that good customer service should always be top of mind for companies. In the age of social media, where customers have taken to expressing their frustrations and opinions via social media, this is more important than ever.
Fortunately, call center quality monitoring solutions can help companies steer clear of these types of costly (and reputation-tarnishing) mistakes. Here’s a closer look at how:
Live Call Monitoring
According to Dave Watson, Comcast Cable’s chief operating officer, the “situation has caused [Comcast] to reexamine how [they] do some things to make sure that each and every one of [them] – from leadership to the front line – understands the balance between selling and listening.” Listening is, in fact, one the many things the customer service agent in question failed to do and perhaps one of the things that contributed to the call’s escalation. During the call, he repeatedly cut the customer off, talked over him, and repeated questions that had already been asked (and answered).
Real-time call monitoring, which allows call center supervisors and managers to know transpires between customers and agents during (as opposed to after) the call, could have been hugely beneficial in a situation such as this. Automated real-time quality monitoring solutions such as EurekaLive monitor in progress calls for the presence or absence of specific language or acoustic characteristics (in this example, the audible sighs of exasperation, language that expresses frustration, etc), resulting in actionable insights that can ultimately lead to an improved customer experience.
Speed to Intelligence on Post Call Analytics
Another solution that may have helped mitigate what turned out to be a customer service nightmare for Comcast is speed to intelligence on post call analytics. Eureka Express Mining, CallMiner’s new add-on service feature for hosted Eureka customers who require high speed post-call processing, enables phone calls to be mined and analyzed only minutes after a contact has been completed. Beneficial to companies across a wide range of scenarios (including preventing damaging actions from rogue agents), Eureka Express Mining can be used to help maintain good customer experiences and positive outcomes from calls.
While it’s difficult to imagine how relations with this customer in particular could have been salvaged, in many scenarios, Eureka Express Mining can work to very quickly identify critical situations that might otherwise spiral out of control – such as a large volume of cancellations due to a specific reason. It can also reduce liability exposure by enabling immediate action on any legal threats.
As mentioned earlier, the recent Comcast debacle is an extreme example of a customer experience that went awry. However, with so much at stake for companies (reputation, word of mouth, new business) in today’s social media era, organizations simply cannot afford to overlook the importance of providing their customer with positive experiences. The above call center quality monitoring solutions can help companies.
What suggestions would your company have for Comcast in light of the recent news? We’d love to hear your thoughts and perspective in the comments below.
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