KomBea Solutions

Call center agents are one of the largest sources of identity theft and credit card fraud. In the course of normal business, customers provide agents with sensitive information such as social security numbers, account numbers, and credit card details. Consequently, your agents represent a major security exposure for your company and customers, and if your customers refuse to give out this data, you are unable to service their needs or close sales.

SecureCall allows customers to give agents this sensitive data without the agent being able to see or hear the data. The agent remains on the line the entire time, allowing you to conduct business as usual, but letting your customers know that you are protecting the security of their information. Are you protecting your customer's sensitive data?

All call centers face the daunting task of getting agents to follow company policies, while many have the added challenge of regulatory compliance. And if the challenge weren't difficult enough, requirements change, the labor force continually turns over and measuring compliance requires tedious call monitoring to find out how you're doing.

ExactCall and ProtoCall allow you to build on-the-fly disclosures, manage verification processes, and drive complex rules-based conversations. Instead of agents reading scripts, they simply click buttons to play natural, conversational audio files. If every script is not played in its entirety, your call-center leaders receive immediate notification. Besides making it easy for agents to achieve 100% compliance, you'll know how they are performing without monitoring a single call.

Most call-center interactions include the giving or collecting of critical information, where the agent needs to spell or read back letters and/or numbers to the customer. This exchange is often riddled with mistakes, especially where regional accents or sound quality are part of the exchange. Even in the best of circumstances, S and F sound alike, 1 and L look alike, and human error leads to transposed or omitted characters.

ProtoCall and SecureCall allow agents to read critical information to customers using pre-recorded audio. With the click of the mouse, ProtoCall and SecureCall pull in the appropriate data and audibly read it to the customer. This can be used to confirm information given by the customer to the agent (phone #, email address, etc) or to deliver new information (account balance, case ID, etc). How are you ensuring accuracy of information for your customers?

Perhaps the most common challenge facing call centers is this: How do we get every agent to do and say what we want them to, on every call? This challenge is tackled on multiple fronts including training, call monitoring, knowledge base systems, screen alerts, chair drops, team huddles, etc. — all designed to tell agents what has changed. Knowing that agents have heard and implemented the change requires tedious call monitoring.

ProtoCall allows you to simply and centrally implement process changes — an adjustment in scripting, verification procedures, cross-sell rules, etc. The change is immediately available to all of your agents, without the need for training, chair drops, and other efforts to "spread the word". Besides making it easy for agents to achieve immediate compliance, you'll know that they are using the updated process without monitoring a single call.

Customers want polite, accurate, and understandable information. Anyone using offshore agents knows that accents can be a barrier to these objectives. The ProtoCall process-mapping engine allows you to script very complex conversations. But instead of agents reading the scripts, they simply click buttons to play natural, conversational audio files.

What if the agent needs to use their own voice? Agents use a ProtoCall voice that matches their own in gender, dialect, and tone — but one that is easy for your customers to understand. When agents blend in their own voice, customers rarely notice. And when they do notice, they are impressed with the overall experience.

Two of the larger cost factors in running a call center are:

• Duration of the calls (Average Handle Time or AHT)
• Frequency of resolving issues during the first call (First Call Resolution or FCR).

ProtoCall enables you to experiment and measure the optimal process for each situation — whether this is finding a customer's record, troubleshooting a technical issue, or filling out an order. Using our process-engineering tools and methodology, you will discover better ways to sequence events, the right verbiage to improve call control, keystroke automation opportunities, etc. As you discover and deploy these improvements within ProtoCall, handle time will decrease while resolution rates increase.