Improve Agent and Team Performance
Universal Skillsets- Universal skillsets enable call centres to reduce the number of call centre teams.
- Agents are empowered to support more customer actions, reducing transfer rates and improving customer intimacy during the call.
- The T-Impact FCC platform includes several features to enable Universal skillsets and is also designed to grow with your business by providing the ability to perform continuous improvement of the process.
Best practice scripting
- Best practice scripting guides the agent through resolution of each action. Scripts are refreshed at each activity and are customisable by action, product, device and agent experience.
- Agent experience classification enables you to provide detailed scripts for new starters to read to customers and high level guidance to experienced agents.
Real Time Service level monitoring & Remedial Activities
- The FCC platform provides a management control framework enabling call centre team leaders and managers to route call traffic between call centre teams and to prioritise call types in real time.
- Performance against service levels (e.g. AHT targets) are displayed in management dashboards and predictive analysis enables your team to determine which calls are likely to breach service levels, so remedial action can be instigated.
