The benefits of software streamlining for call centers
Do your customer service representatives have to switch out of applications in order to update
consumer files? Are you using an older system with green screen technology that doesn’t interface with
new applications? By unifying your software, you create interfaces that allow a single agent to support
simultaneous interactions and individualized service to each caller. Streamlining call center technology
will provide uniformed transitions for representatives and help to create a more efficient and productive
The typical contact center handles around 10,000 calls every day, an maintain an average of around 230
employees; that adds up to an averages of around 44 calls at about 11 minutes per call per customer service
representative who handles the many types of inquiries, complaints, payments and billing, scheduling, and
order taking and all their tangential issues. Turnover rates range around 20 to 25 percent. The challenge of
reducing those calls, call time, and employee turnover can be met through IST’s software suites.
IST and Cisco Unified Contact Center Enterprise can streamline your contact center’s software to provide you with intelligent routing of your contacts to the most appropriate resource within your contact center
based on real-time conditions, such as agent skill and availability and queue length. We can reduce the steps
it takes to complete a call by reducing the number of screens and keystrokes that it takes to moderate your
CSR’s workflow into a more streamlined process.
This is not only helps eliminate human error, it is cost efficient, saves valuable time, and makes for happier customer service representatives, which lessens turnover and retraining costs.
Work force management focuses in on certain performance indicator metrics for the contact center’s
inbound operations including calls that are “one and done”, meaning that the call is resolved within that one
contact, how long calls take to handle, average wait time, information accuracy, how many callers abandon
to IVR system, and how many calls are brought to completion. Outbound performance metrics include
marketing and sales measurements regarding how many calls the customer service representative can contact within a certain amount of time, how many leads were generated, informational accuracy, hourly and daily sales targets. By streamlining your software capability, you hone in on your key performance indicator goals..
Through the iSuite, IST’s software options are easily integrated into your existing telephony structure,
customizing workflow, increasing customer satisfaction on every level of the contact center. The main goal of
your CRM is to give the customer an experience that is valuable to him. Your contact center is often that
first point of reference that a customer encounters.
By creating software applications that interface with your existing system and databases and integrating that data into your current CRM, accounts can be updated, orders taken, complaints logged, and service logged without switching screens into another application, which creates a personal touch that generates trust, security, and a satisfied clientele.
Call centers for the new millennium with ISTnetworks
Sunday, June 22, 2014
Wednesday, June 18, 2014
Contact centers of the new millennium are corporate catalysts for change. They are the new norm of outsourcing, whether you need a few customer service representatives staffing a micro-center or a volume-driven center with 1500 reps operating individual workstations. Large or small, most of the over one million centers worldwide are set up to converge voice, data, and video communications within a common network infrastructure. Today’s contact centers employ business-to-business and business to consumer agents in email support, automated
call handling and live web chat among the traditional inbound, outbound, and order taking services.
Your contact center will either be focused on being informational process driven or sales volume driven or
a blend of both. Contact centers in the new millennium are also driven by global industry benchmarks that
provide standards for contact center best practices surrounding such areas as the new security code
storage requirements to outbound call recording disclosures to customer service representative quality
standards on such issues such as acceptable dead-air time and answer speed impact on client satisfaction.
IST provide cutting-edge technology and training in work force management that focus on process and
volume efficient, secure, and actionable resources that enable agents to ascertain the correct information
quickly and respond to consumer requirements and needs positively and authoritatively. Communication
between supervisors and agent on the front-end is succinct reducing error and consumer hang-ups.
Timely question response from call initiation to wrap up is key to keeping consumers on the line and to
establish trust in your contact center.
On the back-end, IST provide professional service teams and software developers that will create and implement interfaces that are multi-platform, open systems environment, and multi-vendor ready applications that are easily integrated into your existing IT and telephony or start-up systems. IST’s technology integration
services will enable you with voice access to multiple data sources to facilitate enhanced knowledge transfer,
in-house maintenance, and superior customer service are the hallmarks of a contact center’s functions and the gateway of IST’s expertise in providing you with the proven tools to build and maintain that purpose.
Twenty-first century technology has taken the contact center from answering service to message
center to today’s multi-functional call center. It is a virtual environment where the old brick and mortar
presence has been replaced by a seamless integration of customer service on a global scale in an uncertain
world in uncertain economic times. Customers used to rely on face contact with a real person in order to
establish rapport and trust. Today, customer retention depends on building trust that information is secure and that needs are met promptly in the least amount of time.
Trust is built less on physical interaction and a smile as it is on superior customer service by someone that
the customer cannot see. That is the new contact center of the new millennium. That is why voice recognition
and interactive response packages are so integral to the world’s virtual way of doing business. IST provides
you with the tools and education to out-service your competition at operational savings.
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