Maintaining Call Center effectiveness means delivering call center quality
Call Centers are migrating to IP communications infrastructure in a bid to reduce network costs, improve geographic flexibility and raise efficiency in call handling. Integrated instant messaging with telephony presence enables agent-agent interactions without impacting queue handling. Agents can work from home, temporary overflow centers or call center offices and otherwise perform their tasks more effectively, particularly in difficult-to-staff weekends and evening hours to deliver better service levels to their customers.
Call center agents depend a great deal on the quality of VoIP communications. Since they are usually speaking with customers, quality defects and reliability problems have the greatest impact on customers and on the front line agent worker.
However, achieving these higher functionality levels requires effective integration of an additional set of operating and support services that often overwhelms the support staff's ability to maintain call center quality.
The IT support organisation must have the ability to resolve agents call quality problems when or preferably, before they occur. Psytechnics customers do this by relating the problem reported by the agent to a specific issue in the end-to-end communication. In many circumstances the Psytechnics Experience Manager helps call center quality support specialists address issues before agents and customers are affected.
Psytechnics raises contact center quality
| • | High call center quality for customer and agent interactions improves satisfaction, reduces misunderstood or misquoted numbers and improves willingness to call back |
| • | Pro-active, real time service level monitoring and management based on users' actual call experience |
| • | Significantly reduced operations and support costs and resource requirements for real time communications services |
| • | Highly accurate problem diagnosis enabling operations and support to make the right decision, first time, using the right resource |
| • | Pinpoints the root cause including identifying service providers at fault eliminates finger-pointing and accelerates corrective action |
The groundbreaking Psytechnics Experience Manager provides operational insight as to the aggregate and specific operational performance of any communications or class of communications session. Support staff overcome operational blindness and greatly improve their responsiveness to agent-initiated trouble tickets and in many cases can detect and respond to call center quality problems before they affect agents’ experience.
Psytechnics unique service visibility capabilities are delivered on a real time per stream, per call basis, enabling IT operations and support organizations to maintain user satisfaction proactively. As support staff use the powerful diagnostic tools, they can apply the right resources at the right time with confidence to correct the source of the problem.
Major call center quality innovation: pre-empt and fix problems before they become experience-affecting. The call quality monitoring and diagnostic information provided by Experience Manager not only enables the right resource to execute a fix, but it can pinpoint the root cause in the end-to-end service.
