Technology based on Computer Telephony Integration (CTI) is essential to a well-managed, modern contact centre. The abilitity to manage and use data efficiently is central to the effectiveness of every interaction, to customer perception and to call times.
Availacall agents get an instant ‘screen pop’ on their display, from our databases. This gives relevant caller information, as well as scripts or prompts on how to manage the call. This helps the agent control the pace and flow of the contact, reduce talk and wrap-up time, capture data easily, and provide information instantly if call transfer is required.
The caller perceives that they are dealing with a knowledgeable, efficient professional, who can anticipate and react to requests without delay. This is, of course, the impression they make of our client.
Those centres operating without this technology can give callers, and therefore clients, a hard time. Callers will repeat he same information a number of times, making calls longer. First-time call resolution is rare; follow-up calls cost time and money and can lower staff morale. CTI leads to faster call-handling (about 30%) and better customer experience. |
