The call center industry is almost forty years old and over that time it has made tremendous improvements. However, there is still a huge opportunity to improve the interaction between agents and customers. There is still too much between agent variation in output measures such as handle time, call resolution, customer satisfaction and process adherence.
Most centers try to improve their centers by improving their agents one at a time through occasional recording, monitoring and coaching. This approach helps each agent, but it may not help the center improve if the turnover is high.
We offer two solutions that will completely change the game in call centers.
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Our ProtoCall solution has created a completely new category of call center technology solutions. This agent-assisted voice solution delivers near perfect live agent process adherence, which means all your agents, even the ones at outsourcers, do and say exactly what you want them to on every call. It reduces agents' stress levels, delivers a better customer experience and drives dramatically lower costs and increased cross/upsell revenue. Instead of trying to improve agents one-at-a-time, you can make the process better and instantly deploy that improved process to all your agents.
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Our ReCall solution allows simple, low-cost, open-format call recording with no PBX-integration requirements and makes call recording and screen capture affordable to any size center with any technical configuration. If recording calls is important to you, why not do it at a fraction of the price?
The revolution has begun - see for yourself.
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