Routing a call to the right agent
First Contact Resolution can be achieved when Call Steering is deployed.
Accurate and effective call routing using natural language speech recognition or traditional IVR technologies is a cost effective way of ensuring customers are routed to the right agent to deal with their query. The key to ensuring callers accept the menu options they are presented with, it is crucial that the design of the application is based on the callers needs.
Applying a User Centred Design approach can significantly enhance the caller's experience, whilst reducing call costs and call handling times. This can lead to a considerable ROI business case.
Sabio will take time to understand your callers - why they call you and how they should be routed. Sabio's Speech IVR team has incredible depth of experience in designing Call Steering applications using both speech-enabled and traditional IVR technologies and can demonstrate a clear business case.