When your customers dial your number, you want to ensure they have the best experience possible. That’s where call center solutions can help. Today, we take a quick look at just a few of the many benefits of our advanced call center solutions.
Call Recording
Call recording gives your staff the opportunity to record both in and outgoing phone calls. This can help with your quality assurance and training efforts and also help you settle disputes. It’s also beneficial to have calls recorded for quality assurance purposes.
Instant Messaging
If you want to improve customer satisfaction, convenience is key. Instant messaging offers just that while reducing call volume. Our call center solutions feature instant messaging capabilities that can lower your operating costs while giving your customers instant access to the most commonly requested information.
Real-Time Monitoring And Statistics
Monitoring your agents is the best way to examine your processes for productivity and efficiency. Having instant access to real-time statistics can help you be proactive in spotting trends to address issues that might later impact performance. Giving your agents feedback is also a great way to help them improve their call-handling skills.
Queuing
Queuing reduces wait times and improves call distribution. This can greatly reduce call abandonment as well as agent idle time.
Supervisory Alerts
Reduce the time it takes to elevate calls to the next level with supervisory alerts. Your supervisors have access to data that pinpoint issues, such as struggling agents and frustrated customers. By being proactive, you can reduce further escalations.
Historical Reporting
When you’re ready to identify trends in performance that might need improving, historical reporting can’t be beaten. You have an opportunity to analyze past data related to everything from call volume to customer behavior and agent performance. Historical reporting can also help you track your KPI progress and optimize staffing and scheduling.
Outbound Dialer
A surefire way to automate outbound calls and improve contact rates, our outbound dialer feature enhances personalization and automates many tedious tasks.
Interactive Scripting
With interactive scripting, your agents are no longer left to guide the entire conversation. Easy-to-follow prompts boost agent confidence while reducing errors and ensuring that your customers always have consistent and professional interactions.
Are you ready to take your call center to the next level? Contact ITC today, and let our experts get your call center up and running more efficiently than ever.
