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Predictable return on investments – Measured by metrics
Progressive businesses should offer excellent customer service on time as this is
the primary factor for customer satisfaction and growth. All the more, if you are
a web business. Your customer support can take you to the heights of a Copernican
award or end tracking negative reviews from user groups, forums, complaint boards,
and blogs. You know that viral marketing is strong and on the flip side is the bad
news spreads faster.
Customer support rankings 2007* has some alarm bells ringing.
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Problems
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Solutions
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First contact resolution rate has fallen from 87% to 70%
Customer satisfaction levels have dropped from 82% to 69%
Customer attrition levels are at a global 24%
Most of leaving customers believe the company did not care
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69% centers record customer support calls
21% are upgrading their recording platforms
27% are upgrading their IVR systems
25% plan on investing in speech recognition
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*Source: Dimension Data
What is the percentage of voice contacts recorded in recent quarters? More important
what percentage was analyzed? If you are not jumping up to answer this one, you
are very much with the industry. Most call centers do not have respectable numbers
for the voice analytics percentages. The fact that 75% of contact center costs continue
to be people, does not help the case. If the above sounds like your problem statement
it is high time you engaged our voice analytics programs. The objective: Bring out
business intelligence from the sea of data from voice transcripts, and enable customer-oriented
decision making.
Specific services include:
- Policy orientation, customer orientation
- Competitive intelligence
- Word usage
- Emotion detection
- Talk analysis
- Compliances – HIPAA, SOX, privacy, security
RediSolve specialty voice programs advantages:
- Comprehensive sample spread without additional overheads
- Pay for transcription and analytics results rather than handling
time (past proof of concept)
- Ready to integrate voice platform – Avaya Connect & Acqueon
- Time zone complementation leading to effective utilization
of your contact center resources
- Value added reporting leading to end customer benefits at high
ROI
Our analytics look for the following top 5 best practices implementation using word
search, speech recognition, transcription and quality reviews.
- Timeliness of initial response
- Clarity of initial problem understanding
- Completeness of the resolution provided
- Timeliness of the resolution provided
- Courteousness of the relationship associates and the platform
RediSolve specialty voice platform based on a TDM + SIP server hybrid Avaya platform
with the following contact analytics and administration advantages:
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Add Notes |
Agents can add notes for their reference in a notepad and save it for later reference. |
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Diagnosis |
Informs the agent about the current configuration of the agents desktop. In case
of any error, the same is shown in the diagnosis. |
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Last Customer Interaction |
Agents can view the previous interactions of the customer across channels in the
Last Customer Interaction.
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Administration |
The administrator through the Admin link can avail various options like configuring
skills, channels rule sets etc. |
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Business Activity Manager |
BAM gives real-time performance of an agent/contact center.
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Call Virtualization Manager |
CVM displays all the call/voice requests/sms currently waiting in the queue to be
serviced. |
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Acqueon iQ Reports |
IQ reports give a detailed analysis of contact center performance in real time.
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Universal Queuing Engine |
The universal queuing engine performs the role of a soft ACD and routes the request
of an incoming voice request to the best available agent.
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Agent Desktop |
When an agent logs in with the authenticated credentials the agent desktop pops
up. |
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Log In |
The agent gets a log in form through which the agent is supposed to authenticate
himself with the assigned user id and password. |
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Accept Request |
When an agent gets a voice request, the agent can accept/reject the voice request. |
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End Voice Call
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To end a voice conversation, the agent has to click on End Call.
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Wrap Up |
Once a call is ended, the agent is in wrap up mode to enter wrap up comments and
description. |
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Transfer/Conference To Next Level |
The agent can transfer the voice conversation to another agent/supervisor of a different
skill set by selecting the Transfer/Conference feature on the soft phone. |
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Customer Request Modifier (Settings) |
This option helps the agent to change the skills of a call and transfer/conference
it to another agent/supervisor. |
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Transfer/Conference To Buddy |
The agent can transfer the voice request to another agent who has been added as
a buddy by selecting Transfer/Conference in the buddy options.
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Instant Messaging |
Agents can have out of band voice session by selecting Send Instant Messaging in
the buddy options. |
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Buddy Options |
Agents can add other agents across skills/contact centers as their buddies and perform
a variety of options like transfer call, conference call etc.
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Transfer/Conference To Buddy |
The agent can transfer the chat conversation request to another agent who has been
added as a buddy by selecting transfer/conference in the buddy options.
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Make Call
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Agents through this option would be able to make outbound calls.
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Send E-mail
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Agents can send outbound e-mails through Acqueon iQ editor directly by selecting
the Send E-mail.
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