Industry
Time saving The workload in a contact center can also be controlled via PDS system that is dedicated to handle outgoing campaigns, which are still conducted mainly through the phone. The system is used to increase campaign efficiency through elimination of manual dialling and defining the rules according to which the campaign is carried out. As a result the system itself dials the numbers from a database. The diallers minimize the time spent by an agent in a queue while waiting for a call. In consequence, the efficiency of an agent may be increased even by 150 percent. It is not insignificant to note that the system performs well not only in case of calls initiated and carried out by the consultants, but also in providing the recipients with a specific information, which is played to the persons to whom the system is calling. Customer support
How can the systems provide help to persons, who want to contact
a customer service? First of all, it can be helpful because the system stores all the contact history with a given customer; nobody would feel anonymous while calling to the system. From the very beginning of a conversation an agent knows who is calling, what kind of products or what type of services the caller is using and what was the reason for his previous call. Thanks to that the customer does not need to tell his story and explain his problems over and over again.
Effective work organisation is a key to well-operated call center. Workforce Management applications are designed to facilitate time management... Such situation relates to the most frequent calls to hotline, however, there are also such topics, which people are unwilling to discuss via telephone. They include mostly confidential matters, especially those
related to financial issues. People are very reluctant to speak about their financial standing with an anonymous consultant and they are also unwilling to belabour such matters at the presence of other customers in a bank or insurance institution who stand just behind them in a queue.
It was with such persons in mind that the video channel has been developed and can now be used in contact centers. Video channel enables people to talk with an agent face to face in the privacy of their home. It also provides a customer with current assistance of a consultant, who is always ready to help with filling in the forms and documents, explain problematic issues, present additional materials or even join another specialist in the discussion, if necessary. Today technology allows to create contact center that is friendly to both an agent working in it and a consumer who takes advantage of it. Facilitations, which make contact between a contact center agent and a customer more satisfactory to both parties, are really worth applying. no 3/2015 (May / June)
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