The only way to provide consistently high levels of customer care is for agents to have the tools to be able to adjust their behaviour to meet changes in demand throughout the day.

Unlike your telephone system which can be programmed to route calls in the most effective manner, agents have personalities, are often unpredictable and need to feel empowered in order to use their judgement and make the right decisions. In almost every instance the key to making the best decision is knowledge; therefore training is important, and the availability of accurate, reliable, real-time information is vital.

By installing an easy to use, cost-effective real-time reporting solution you will empower your agents to make decisions based on the most current and accurate information you have available. Whether you choose to improve the look of your contact centre by installing flat screen TVs which display real- time data and important messages, or simply feed this information to your agents desktops, giving agents, team leaders and supervisors the right information “as it happens” is the only way of ensuring they can make informed decisions and adjust their behaviour the instant they need to.

SIMPLE SCENARIO:

Let's assume agent Anna is an excellent people person, with a great deal of empathy and good product / procedure knowledge. If agent Anna is unaware of the fact the next customer she will speak to has been on hold for 2 minutes and agent Anna does not start the conversation with something like "Sorry to keep you waiting", agent Anna will struggle to provide great customer care. By missing the opportunity to acknowledge the customers wait and apologise, the customer is already disappointed and Anna will find it much harder to leave the customer with a positive memory of the interaction. But who is to blame? Not the agent, Anna was not given the information she needed to provide great customer care.

In most cases a modern PBX will provide a real-time feed of some kind, therefore not giving agents access to this information is the fault of the company not the agent.

If you want your investments in recruitment and training to pay off and result in outstanding customer care for your customers, improved client retention and service differentiation, you need to make sure your agents have real-time information available to them at all times.

To read more about how Optymyse RT Real-Time reporting solutions can improve your contact centre's performance:

• Choose your telephony platform:
• Learn about our virtual Desktop Wallboard solutions
  
  
• Read what some of our clients think
  
  
• Latest news and press
  
  

FREE on-line demonstration

To experience SJS Solutions' Optymyse RT Real-Time reporting solutions, click here to register for your FREE guided on-line demonstration.