Emails : a source of performance

Published on 27/09/21

We exchange 1.4 billion of emails every day in the UK and spend five hours sending, reading and answering to them. 51% of people prefer this channels to exchange with their contact ce,ters but 20% of them are not satisfied with the response given via this medium. 

Processing hundreds or even thousands of emails every day requires contact centres to intelligently distribute these voluminous flows.

A priority : unifying the treatment of interactions 

Prioritising eùails according to defined rules ca, save a lot of time : agents no longer need to check their inbox to find out which emails are the most urgent. Similarly, by programming the time of representation of an email that is not immediately processed, organisation and planning of tasks can be optimised.  

As soon as the email is received, it has become essential to know whether exchanges have already taken place by email, telepone or any other medium. Just as for calls, tools such as form feedback must be able to provide the essential information to process requests, whether with the business software or via the knowledge base.

In addition, a library of standard sentences and emails templates can ensure a higher quality of exchange. These, if they’re pre-configured and include attachments, will be able to ensure consistency in responses, process respect and grammatical and spelling quality. 

Towards an optimised supervision 

For supervisors, who benefit from better guidance and support for agents, manual dispatch, which mobilises a resource, can be restrictive.

The automatic distribution of e-mails can now be based on the intelligence of a task engine and be done according to the defined criteria of skills, activities and priorities. They are distributed by name, without the risk of not being taken care of or of being processed by two employees at the same time. It is nevertheless interesting that manual distribution of e-mails remains possible.

A solution that also allows to check the processing history of an e-mail and to implement management rules for “backlogged” e-mails is optimal. In this way, an email that is delivered and not processed within 24 hours can be sent to a specific department.

The functionality of validation of emails by a supervisor encourages, in the same way as listening, the coaching of employees. This can help to check the appropriateness of the response, the quality of the exchanges before sending and therefore to increase the competence of the agents.

Lastly, e-mails, which have the same indicators as calls and real-time monitoring on the supervision system, offer smoother management.

Efficient reporting has become essential

Management teams have access to reports that allow them to monitor activity and implement action plans. The data from the activity dashboards is centralised in the same place, allowing the calculation of indicators that are consistent across the media. The processing time will be calculated on the same milestones whether it is a call or an email.

The qualification of interactions can allow a more in-depth analysis of the types of requests. As with calls, they can be mandatory on the email. They offer the possibility of having a very synthetic data without taking note of all the exchanges.

Finally, Finally, the openness of the chosen solution allows it to be connected with a Business Intelligence solution and thus to build customised dashboards for the business.

To go further  

We offering an “omnichannel” story to decipher the challenges and advantages of each media available in the Solution. Join us soon for the next part of our story : we’ll be talking about “Messaging, the authentic media of the future”.

*Source : Observatoire des Services Clients BVA 2019 

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