Call Dispositions, Contactability rate
Once the bot is already live, calls are continually monitored, reviewed and compared to measure the success rate. The metrics depends on the use case and the problem being solved for the client.
Automatic Call Distribution (ACD) is a telephony system that automatically receives incoming calls and distributes them to an available agent. Its purpose is to help inbound contact centers sort and manage large volumes of calls to avoid overwhelming the team. It also improves customer experiences by making sure they are connected to a capable agent in the quickest time possible.
For e.g.: In case of Lead generation use case the success metrics will be how many unique leads have been generated. But for debt collection use case, the success metrics will be how many debt have been successfully paid. Again for finance and trading suggestion bot success metric is defined by the user engagement in listening about the stock.
Again, there are few general metrics against which the bot performance is calculated:
Total calls connected
Overall conversion
User Education
Call duration
Hang-up state
OOS query
#1 Engagement : Engagement Distribution
Customer engagement and user education goes hand-in-hand. Here are two major things to calculate -
Number of calls dialed or answered
Average call duration of the calls
A call lasting for even 60 seconds can be termed fruitful if the main idea of the call has been delivered. The reason for measuring the number of calls triggered is to understand the difference between calls dialed by an human agent to the number of calls dialed by the Bot. Which gives a proper understanding of the ROI based on the time given. The limit for triggering calls can be manually set for a bot, whereas for an human agent it depends on the particular agent as to how many calls he/she can dial in a day.
Average call duration is the measurement of the quality of the call. There are exceptions, if my bot is able to get the desired answer in just the 2nd state of the call, then even if the duration is less the call is termed to be a successful call. But in critical use cases where I need to engage with the customer for various details and then get the desired result, the duration of the call matters against the state it has reached. Good conversation design helps to have quality human like conversation and engage the end user while getting the work done.
#2 Contactability : Connected Leads Rate
Contactability is the rate of which the sales rep succeeds in initially getting in touch with a lead. Sales should take into account multiple factors when analyzing the effectiveness of an outbound team. And also measure the different elements that are required for conversations to take place. Connected Leads count help clients to understand the number of end-users who could be connected, filtered and transferred to the agent to take the process further.
There has been cases where end-users share call numbers and other ID details which might have already been outdated by the end-user, for e.g. the phone number he used to use during opening an account might not be the same number he/she is still using. To filter out such cases, and have a proper updated data, contactability count helps. The higher the contactability rate before and after the bot implementation, gives a better understanding of the efficiency that the bot could bring compared to a human agent.
#3 Contactability : Unique Leads Transferred
Unique leads are the best addition to the database for the clients LMS system. This count helps the client to get hold of new leads, and their prospect of conversion just over one call. With proper conversation design and useful questions asked to the end-user, clients are able to filter out unique and not repeated leads from the targeted segment.
Here are few ways a bot is an advantage to the business:
Automate sales conversions
Better Return on Investment (ROI)
Being active 24/7
Such metrics are required to in Lead generation use cases, where the main moto of the call is to generate interested lead and filter out not interested once, so that the next phases or the next use cases can be worked on the filtered leads.
#4 Decrease in Human Agent intervention
According to IBM Watson, 70% of consumers prefer messaging over calling for customer support. 69% of consumers prefer chatbots for quick communication with brands (based on Salesforce). The final and the most crucial of all metrics is the percentage decrease in the human agent intervention. A bot works 24x7, all 365 days of a year. That’s incredible because, with human intervention, we cannot achieve that kind of a target.
An examination by Lithium technologies found that 53% of clients who made an inquiry on Twitter anticipated that the brand should react in under 60 minutes. Having a chatbot that bolsters the groups by answering questions all day, every day would ease that weight.
What are you waiting for? Get your personal voice assistant to address your unique customers and bring them back to be the face of their business.
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