According to many surveys, five out of six customers do repeat business with firms that deliver on services and support. This accounts for the fact that quality support ranks as the most decisive factor for most organizations during expansion and evaluation phases. Excellent customer support boosts penetration via word-of-mouth and viral marketing by satisfied customers. We ensure that you do not compromise on the quality of your service on account of high installation, maintenance and expansion costs.
With our world-class inbound solution, you can be assured of highest customer satisfaction levels via sound resource allocation, optimal customer interaction management, and high service quality. The innovative capabilities of our inbound solution such as Interactive Voice Response (IVR) system with IVR Designer, Automatic Call Distributor (ACD), Voice-Logger, Unified Messaging (E-mail, Chat, FAX, SMS), Reporting, CRM and database integration will enable you to exceed your customer expectations consistently, and enhance your brand image and customer loyalty.
Your agents will be replete with information on the customers while serving them. With the right set of tools at their disposal, they can adapt easily to the ever-changing and ever-expanding scenarios that they are exposed to. Supervisors are also empowered to monitor agent performance, process efficiency and train agents effectively, all with an easy-to-use interface. With unified administration of call distribution and routing, reporting, voice recording and workgroup management, the number of customers happy with your services will increase drastically. Sound Service Level Agreement (SLA) management will enable you to consistently exceed your customers’ expectations and improve your customer loyalty.
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Sound resource allocation
Skill-based routing, queue management, call flow management with IVR designer and advanced call handling (call transfer, call parking, call hunting, call queuing) are just some of the capabilities that we offer as part of our comprehensive inbound solution. Providing a ,consistent user experience across all channels, the inbound solution is built on the principles of uniform call distribution and adapts intelligently to changing call influx. Your supervisors can monitor the call traffic in real time, and redistribute agents across multiple campaigns to accommodate the changes demanded by your business. ANI (Automatic Number identification) and DNIS (Dialed Number Identification Service) capabilities enable you to assign agents to specific leads, so that they can be provided with unique or customized service.
Optimal customer interaction management
The advanced scripting capability empowers the agents to obtain ,real-time information for quick information retrieval and highest quality service. Supervisors are able to view the ,scripting content and modify it in case the situation demands. The agents and supervisors can fetch data by all possible criteria (including lead identity, disposition, agent, date, time) and cut back on interaction times. This helps in serving more customers, while concurrently improving quality of service offered to them.
A fraction of callers are those who can be served automatically without an agents participation with fully automated IVR functions such as DTMF input. Such agentless actions include account information retrieval, flight information, pricing, record updates, password and pin generation, etc. Our solution will make sure that your agents are not wasting their precious time involved in operations that require no manual participation and serving only those who require their attention.
Integrated unified messaging (SMS, Chat, E-Mail, and FAX) will enable your customers to E-mail your agents about concerns or issues, leave voicemails and messages, for quick service. With automatic E-mails and SMS scheduling, you can maintain a comprehensive interaction cycle with your prospects starting with first lead contact, through purchase and post-sales.
Highest Quality of Service
On workforce management front, your agents will be serving your customers quickly with the help of skill-based routing and robust queue management capabilities of our tool. With unlimited skill definition, you can analyze reports to see which are the most desired skills, or define your own skill-set according to your requirements.
Voice recording is important for a variety of reasons - customer interactions for compliance to regulations, dispute resolution, data mining, personnel training or plain company policies. These logs can be archived automatically, and retrieved with ease later for inspection. The multimedia abilities of the logger will allow you to search through individual records quickly.
With over 200 types of customizable reports, you can track performance and efficiency, identify areas of concern, modify processes, allocate resources, and present meaningful data to your management to make the right decisions regarding quality and service. Real-time component specific reports can help you zero-in on the statistics that are crucial in making future decisions.
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