INOVO’s solutions provide the following high level benefits:
Improving service level & customer service:
All contacts with your call centre are placed in a universal queue and based on priority pushed to the agents. This is relevant to inbound, outbound, multimedia (email, sms, fax), internet and even back office tasks. This means that you can now guarantee response times and service level on all channels as well as back office processes or escalations.
Multimedia contact routing – All skills-based routing and reporting applies not only to voice calls but also to all contacts with your contact centre (voice, email, fax, sms, web). A practical example of this can be: an agent can belong to for example a voice skill (higher priority) and an email skill. When there are inbound calls the agent will receive voice calls. As soon as there is a lull in voice calls, emails (or fax or sms) will be routed to the agent. This significantly improves productivity but more importantly also the level of service (or response time) to the voters on all channels! We can therefore report on these alternate channels as we would on voice (how many, how fast handled, average handle time etc.)
Suggested responses – When handling multimedia contacts (e-mail, sms etc) we can provide agents with suggested responses in template format. An Example could be “Thanks you for contacting the……..” Agents can double click and it will populate the e-mail. This will assist with the quality of responses and improve customer service.
Using Presence scripting we can very dynamically develop or adapt agent scripts using the graphical environment. This will significantly reduce the response times to changing processes and requirements.
Improve the ability to manage the contact centre
Significantly increase the ability to manage your agents through the use of advanced reporting. Our solution is aimed at managing not only productivity but more importantly the efficiency by providing detailed historical statistics, real-time dashboards and business stats (explained below).
Presence reporting will also allow you to not only report and manage on time metrics (e.g. number of task or calls etc.) but more importantly, on efficiency and business statistics. An example of this could be that you can report not only how many calls did we receive today and how fast they were responded to but also what type of customer query it was. Supervisors can therefore manage on a process level and focus to improve the processes and service level based on the most common call types or customers.
Real-time statistics will improve the management team’s ability to rapidly adapt to problems in sales or service delivery.
Unified Reporting will eliminate the time wasted to combine data from more than one source.
Presence would allow the supervisors to spend less time managing the people and more on quality and coaching that will improve the level of service. Presence was developed to automate many of the day to day tasks of supervisors. E.g. the supervisor can setup “Stop Rules” on a campaign level to ensure that agents cannot go unavailable (go smoking etc.) unless certain criteria are met (e.g. call volumes below certain threshold etc.)
Stop reasons when agents log out (e.g. lunch, smoke break etc.) are used.
In-house control of the system allows us to rapidly adapt to changing business requirements by being able to create and change call flows, agent skills, group assignments, quality of service targets, etc.
Improve productivity
This is relevant to both inbound and outbound contacts. If we use outbound as an example: The use of campaign management combined with progressive/predictive automated dialling will significantly increase the productivity of outbound agents (and the related revenue produced). Productivity improvements of 50% - 200% can be realised when comparing manual dialling vs. automated dialling.
The system will automate the dialling but also filter out non-human contacts. The system will push live contacts to your agent (meaning all busy tones, fax machines etc will automatically be filtered out). This will remove the time taken for manual dialling and significantly improve the productivity of your agent as they will now handle a lot more live contacts. You can imagine the effect this has on sales call centres. If you can keep your conversion rate constant and have your agent speak to double the amount of customer the return calculation is enormous.
By setting up dialling rules (first cell number, then home etc) you will maximize the contact ability and data usage of your agents.
Significantly improve time to market and the ability to apply the technology to suit your needs
Some examples of this are:
Scripts can be developed by a supervisor with no programming knowledge. Presence Scripting combines development power and ease of use, allowing complex campaigns to be put into operation in record time. With no programming knowledge at all, the Supervisor can create and parameterize new campaigns, and implement arguments and service scripts.
Automatically send e-mail/sms to the customer during/after the interaction. Example “Thank you for choosing……, your policy docs is on the way...”
Automatically load leads into another or the same campaign. Examples: Referrals or the agent tick a box (in the script or business application) that the customer might also be interested in another product, these leads can be automatically loaded (and prioritized) into another campaign.
Any contact (or back office task for that matter) with your organization can be queued. An application of this is once you agents have completed a sale, queue the “sale” for your QA personnel, which means that you would now also be able to report on the productivity, efficiency of back office or supporting tasks.
Improve Process adherence & Automation
Improve quality and consistency of interactions- Quality of interactions directly affect customer satisfaction levels. By using agent scripting we can pro-actively enforce the exact process that will be followed adhering to your own, as well as the relevant regulatory requirements. Scripting can be setup at a supervisor level, therefore eliminating the need for specialist developers.
Call recording and/or screen recording for quality assurance - The recording of all calls is vital for quality as well as liability purposes. Presence recording provides integrated recording with a recording management interface to easily find and playback recordings.
All scripts and voice recordings are stored together. Whenever you have a query you can retrieve both and listen to what’s been said and view what’s been entered into the system.
