Cliff Cibelli from Vonage highlights the significant impact of background noise on communication in contact centres, revealing that noise-related issues can cost the industry billions annually.
In a recent exploration of the challenges faced by contact centres, Cliff Cibelli at Vonage has provided insights into the complexities posed by background noise during customer service interactions. Despite predictions of a decline in voice communication, recent data indicates that the use of voice channels is actually on the rise, particularly for addressing more complicated customer issues.
According to a blog post from Cibelli, 81% of service professionals stated that they prefer to handle complex issues via phone, a figure that has increased from 76% in 2020. The shift towards self-service and chatbots for simpler queries remains evident, yet these channels often lead to the necessity of escalating more intricate problems to human agents.
Contact centre environments vary significantly, with agents either working alongside colleagues in a traditional setting or remotely. In office-based call centres, soundscape design aims to minimise disturbance from surrounding conversations. Conversely, remote agents enjoy comparatively lower background noise levels, though challenges remain from domestic distractions such as pets or family members. Additionally, some of the auditory disruption stems from customers’ environments, which may also present noise challenges that complicate communication.
The impact of such noise on productivity is pronounced. Whether stemming from the agent’s surroundings or the caller’s environment, noise requires heightened concentration for both parties involved. While this might seem a relatively minor annoyance for a single call, it can pose substantial frustration for agents who manage multiple interactions throughout their shifts. The use of offshore contact centres introduces another layer of complexity, where variations in accents can further hinder comprehension and voice quality.
A recent report by analyst firm ContactBabel highlights these communication issues, revealing that 29% of respondents aged over 65 frequently experience difficulties understanding agents, while 60% of younger customers, aged 18-34, report similar challenges either “very often” or “fairly often.”
The financial ramifications of these communication barriers are significant. ContactBabel estimates that noise-related misunderstandings cost the industry approximately $1.34 billion annually. A typical contact centre, for example, could demonstrate that with an agent repetition rate of 21%, and an average of 12,688 calls per agent each year, approximately 2,664 calls would require unnecessary repetition, leading to increased average handling times.
To mitigate noise-related issues in contact centres, Cibelli proposes the adoption of high-quality noise-cancelling headsets, which can diminish background noise in physical workspaces. However, the challenge remains in the upkeep of equipment amidst staff turnover. An alternative solution involves AI-enabled voice isolation technology that can effectively remove background disruptions from both ends of conversations in real-time, thereby facilitating smoother interactions and enhancing post-call analytics.
Maintaining the efficacy of voice communications is crucial despite the growing prominence of digital channels. Clear and effective voice calls not only help resolve complex customer issues but also lower the effort required from customers. Furthermore, employing AI technology can bridge communication gaps and enhance the overall customer experience.
Improved sound clarity not only fosters better analytics but also boosts essential performance indicators such as Customer Satisfaction (CSAT) scores and Average Handling Time (AHT), ultimately leading to more favourable outcomes for businesses. By alleviating noise distractions and addressing accent barriers, the agent experience can be significantly improved, leading to reduced stress and frustration. Consequently, this could culminate in lower employee turnover rates, thereby enhancing overall operational efficiency.
This comprehensive examination of noise within contact centres, as presented by Cliff Cibelli at Vonage, highlights the critical need for effective communication strategies in modern customer service landscapes. The findings underscore that addressing these auditory challenges contributes to a more productive environment for both agents and customers alike.
Source: Noah Wire Services
