Real time alerting and Real Time Speech
Jeremy Hettman
AI | Fraud Detection | Authentication | Improving Patient & Customer Experience
This video contains some foul language so it may not be NSFW but the backstory is this call center employee found out that he and other people in his department were losing their jobs right before the holidays this past year. He decided to make some snap chat videos of himself talking to customers. As you can see in the video he hangs up on inbound callers as they are being connected to him and talks very rudely to them while recording them with his phone in the call center. Closing in on 1 million views on YouTube and counting. What's wrong with this video? First off I'm not 100% sure how long throughout the day this was allowed to continue while supervisors were obviously oblivious to it was happening. I also will not make comment on "this generation" of people in the workforce. Here is what I do know, when you purchase a lower cost solution for your call center management and unified communications, these are chances you are taking with your service levels and customer contracts. No restrictions set so employees can not disconnect calls on their own because they are using a desk phone instead of a soft phone. No real time reporting or alerts set to notify managers that calls are being dropped and something like this is taking place. No Real time speech analytics to immediately alert managers that this type of language was being said from either side of the line. This BPO took a huge risk to lay off employees right before the holidays then allow them back on the phones to answer inbound customer service calls. If I was this BPO's customer, I'd be looking for another vendor who was using a UC solution like Noble Systems to manage my employees and service levels to the highest standards possible. If you'd like to have a conversation about how we at Noble Systems can keep this from happening in your call center, please message me directly. Have a "productive" day!