Thanks to tremendous technological progress in the field, many companies that operate service centers have already streamlined their call centers and as a result, many customers expect shorter waiting times and more accurate and efficient call management than in the past.
The following advantages will help your service center to improve the experience of your need for service and thus retain and increase your circle of customers.
conversation recording
The call recording system for documenting the customer journey, sets a new standard when it comes to quick and efficient retrieval of the recorded calls.
With it, you can easily and quickly locate any call that was recorded in the set of historical reports or in the CRM system according to the time of the call, the name of the representative and the customer’s details, listen to the recording with the click of a button and understand how the customer care process unfolded.
Call center and IVR management
This system will help you design the customer journey easily – route the calls to the appropriate queues and representatives and optimize the valuable human resource available in your company.
From this you will improve the user experience of the service.
Passive extension monitoring
Discover the customer experience beyond the line, in every branch of the organization
A solution that allows you to monitor the activity of every extension in the organization that is not a call center extension, but is used for “telephone reception”. With passive extension monitoring you will find out how many calls were abandoned and why, what is the waiting time for a telephone answer, the length of the calls and more. This way you can understand how available and helpful you are from the customers’ point of view and whether complaints received about not answering the phone are indeed justified.
Dial and solution 6/3 minutes
Prevent endless waiting and provide an optimal customer experience
A controlled abandonment system provides a full response to the 6/3 minute law. Even if you are not obligated to comply with the legal requirements, you can make sure that there will not be a customer who will be left without treatment at your call center. By using this solution, you will give your customers the best service without endless waiting and you will be able to avoid, as much as possible, lawsuits and fines.
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