Increasing productivity whilst improving customer service

Every minute an employee spends on an activity that does not directly add value to your customers is a cost that can be saved. Contact centres face the continual challenge of increasing the efficiency of agents whilst improving customer service.

Agents are the most expensive ongoing cost in the contact centre, so gains in agent productivity can yield significant savings, and increased revenue. One of the main areas in which major productivity enhancements can be made is the automation of repetitive tasks conducted by the agent. These may include the greeting, lookup and validation of the customer, the answering of repetitive questions and the closing of the call.

The use of IVR (interactive voice response) and CTI (computer telephony integration) technology allows callers to be identified and validated before the call reaches the agent. In addition, callers can retrieve information, answer common questions and make payments through the IVR. In fact many of the services that are offered on most websites can be replicated on voice response systems. Should the caller need to speak to an agent, all their details are 'screen popped' allowing a more personalised experience.

Further to this, identifying a customer before they reach an agent allows a company to segment their customers based on their value to the company. High value customers can be routed to more skilled agents, increasing revenue generating opportunities.

Sabio has a great deal of experience in providing innovative technology based solutions that have significantly increased productivity, and customer and agent satisfaction in our clients call centres. The return on investment of these solutions can often be realised in just a few months, with the cost savings and increased revenue offered.