The common ‘wisdom’ on Voice Biometrics, within a Contact Centre environment waxes lyrical about the ‘James Bond’ like technology and the ‘gidgets and widgets’ that make this technology happen. Join any forum on the subject and the excited technology community are there in their thousands.
But as business owners what are the challenges that you will have to overcome when the IT PM comes charging into your Contact Centre with their gant charts and risk registers?
Once you have a base understanding of what Voice Biometrics is and what it does (assuming you don’t already know) the first question that most self-respecting service professional will have is, what do customers think? How do you explain it to them? Do they want it, even?
Research may suggest to you that this is still too new for your customers to adopt and that they are not yet ready for this ‘bleeding edge’ technology. Based on my observations of real customer behavior, gained during the 3 deployments that Flare has designed, I can assure you that this is not ‘bleeding’ and that customers really want it. Lets face it, no one can remember their 15 PINS and Pass codes, can they?
Much of the focus is on the technology itself. What engine is best, false accept rates, false reject rates and other Dark Arts. Again, from my observations, as a new and emerging technology it is pretty robust and it looks after itself.
As someone who is paid to care about people and how they adapt to these solutions, to me, the bigger questions are;
- How do we maximize the number of registrations for biometrics without increasing call demand or increasing CHT?
- How do we design a solution that, at least, does not negatively impact the customer and at best drives up advocacy?
- How do we create advocates for this technology so that they can ‘sell’ the features and benefits to our customers?
- How do we design the agent desktop with the User in mind?
- How and where in the conversation do we bring this technology into our agents every day discussions?
- How do I determine the targets that I should set the agents?
- What reporting will be available to me, to drive the ‘take up rates’ that the business case outlined?
- What level of funding is being provided to the Change, Training and Communication Management elements of this project?
- What is the level of engagement and involvement that is going to be required of my contact centre teams and me?
- What/who can we learn from to avoid the pitfalls at each stage of the design life cycle?
If you cannot find sensible answers to these business questions, the ones that will really drive the success of the introduction of a Voice Biometric solution, then we need to talk.
About Flare Design: Flare are leaders in voice biometric customer experience and business process design. We bring a complete end-to-end view of the impacts, pitfalls and mitigating strategies of voice biometric implementations, change and the impact on staff. We are practitioners focussed on real benefits which will only come if the solution is embedded into the business, and that’s what we really enjoy doing!
Flare Design are a team of experienced customer service design practitioners that has worked with NAB, St George, Inland Revenue (NZ), ATO, Ministry of Social Development (NZ), and the Dept of Human Services (Centrelink VB) on their Voice Biometric solutions.