Increasing Levels Of Service And Loyalty

You can send low-value transactions automatic care resources (less expensive in operation) as an Automatic Voice Response (IVR or VRU), or if necessary, aviarlo to agents who have specific training needs of client (not only personal but also operational, eg Account Executive for a specific language). Customers with delinquent accounts may be sent to group collections. The time now intelligently routing leads to operations profitable and helps build customer loyalty. Transfer the call to keep customer information customer information through calls transferred between groups of agent Minimize time spent on customer information recompile often, when a customer is transferred between groups of agents, have to repeat your personal information agent. Customers find it extremely frustrating and unproductive use of staff time. If a client needs to be transferred from one agent group to another or from an automated system (IVR) to a live agent, information self-service that the customer entered, for example the account number and data to be consulted the database must be transferred together with the client to the new group or agent.

If an agent modifies the customer profile, you must submit all changes when transferring contact. This prevents clients from having to repeat information and demonstrates that the company recognizes and values each customer. In Conclusion The use customer information to route calls and to inform agents are key to creating a highly personalized experience of the contact center, which leads to more profitable transactions and growing customer loyalty. New technologies for contact centers and CTI can provide routing based on customer data and display the data related to the operation performed, it is necessary to create a personalized experience to win and keep customers today’s competitive environment.

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