Save costs and reduce agent churn quickly and easily

Cost pressures, the push for higher productivity with fewer people, and the demand for fast response are contributing to the drive to serve customers better at a lower cost. And with agents in a high volume call centre having to repeat the company greeting over and over again they are wasting valuable talk time and potentially damaging your brand. It’s all too easy to overlook the constant demands on agents as they field call after call throughout the day, so it’s hardly surprising that the quality of their customer greeting flags towards the end of a shift.

There is a quick and easy solution to help you reduce costs at the same time as improving your customer service and significantly reducing your agent churn – call automation.

Introducing partial call automation or using state-of-the-art technology such as Natural Language Speech Recognition (NLSR) for fully automating calls, can help release agents from routine work to concentrate on high value customer interactions, improving loyalty and profitability.

By automating the front end of a call, the greeting, you can reduce typical talk time by up to three seconds per call. The agent can record and play appropriate service greetings at the beginning of each call, while providing customers with a clear, accurate and upbeat greeting every time for competitive advantage.

This gives agents valuable time between calls to enable them to remain fresh and ready to deal with the next customer; callers benefit from a friendlier and more consistent greeting; while contact centre service providers can now rely on a more consistent brand experience for their customers.

The return on investment for a solution such as this is phenomenal because of the cost and time savings you gain.

Sabio has designed an automated greeting solution that is easy to implement, configure and operate. Based on standard contact centre platforms, the solution allows agents to record their greetings using standard call centre headsets and is designed to be operated by call centre agents rather than specialist technical staff.

While this solution specifically addresses the greeting element of the interaction, Sabio has also addressed the wider issue and benefits of partial call automation for organisations. This is where other elements of the call, such as the closing statements, can be automated to save time, money and to significantly improve agent churn.