Future Call Centre

Drive call resolution and reduce handling costs

Call centres are increasingly focusing customer satisfaction targets on First Time Resolution and Net Promoter Score. Yet our analysis shows that at the front line customer service agents are failing to resolve calls to the customer’s satisfaction as much as 50% of the time.

Driving call management and even agent behaviour just in terms of overall targets such as Average Handling Time clearly fails to ensure the right actions are taken and the customer issue is given the right attention.

Our solution to within-call process management will raise call resolution rate by a minimum of 9% points, and is significantly different from the usual call centre improvement initiatives.

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The T-Impact FCC platform includes several features to improve customer satisfaction, with a specific focus on Net Promoter Score (NPS) and Resolution Rate (RR, FTR).

Benefits:                                                   What you can Achieve:

  • Customer Satisfaction                       - Increase resolve rate by 9%
  • Reduce Costs                                   - Reduce Average handling time by 25%
  • Universal Skillsets                             - Increase staff flexibility and reduce training costs
  • Continuous Improvement                  - Analyse agent behaviour and effectiveness to implement individual or group changes

For further details of the key features of our Future Call Centre product, please click here