Future Call Centre Features
Call Structure and Management
Improve resolve rate by eliminating repeat calls
- Customers often need several actions addressed when contacting a call centre. Structuring the call ensures the agent captures all actions at the beginning of the call, deals with each in appropriate priority and formally closes the call with the customer.
- Capturing all actions during call opening engages the customer demonstrating that the agent is listening and focused on satisfying the customer’s needs. The FCC platform automatically prioritises the actions based on business rules defined by the FCC administrator. If actions have technical dependencies, the FCC enforces this prioritisation. Otherwise, the agent is free to re-prioritise actions, as requested by the customer.
- Customer satisfaction is a matter of perception and fact, so it is important to confirm in the customer’s mind that the service has been delivered and all issues resolved. When all actions are completed, the agent is presented with a call closing screen with guidance script to formally close the call and capture customer feedback.
- The actions collected in the call structuring, enables the FCC platform to perform predictive next actions and dynamic AHT timers (described below).
Predictive Call Management
Improve resolve rate by eliminating root causes of repeat calls.
- Experienced agents can predict the customers who will call back. They learn the patterns for repeat calls over years and, if properly motivated, can deal with the follow up action, eliminating repeat calls and improving customer service.
- The FCC platform incorporates predictive call management, a set of configurable business rules to automatically prompt agents to deal with predicted next action. This guidance is delivered seamlessly through existing interfaces, so there is no interruption to the Agents work and engagement with the Customer. The predicted actions are based on the actions captured during call structuring. Predicted next actions are automatically added to the action list for the agent during call opening and prioritised by the FCC platform.
Repeat Call Management
The FCC platform ensures repeat calls are proactively managed, re-starting repeat calls to avoid re-work.
- Customers who call back within 7 days (configurable) are treated differently than for standard calls. If we determine their call is related to the same action, the agent is guided to pick up the action where the last call left off. This is particularly relevant in diagnostics, where the customer may be asked to make some change on their own equipment and try again in the early stages of diagnostics (e.g. re-start modem/router).
- If the FCC platform live call integration capability is deployed (optional feature), business rules are exposed to the IVR and work force management platforms to ensure that repeat calls are prioritised and receive different IVR prompts, which enable them to skip the standard prompts.
Dynamic AHT with Count Down TImer
- Some calls take longer to address than others. Agents are often provided with a number of AHT targets depending on the types of calls they manage. As agents deal with a larger variety of call types, the AHT targets become more complex. Universal skilling seeks to reduce the number of call centre teams, to provide more flexibility for call resolution but this increases the complexity of monitoring and managing against AHT targets.
- The FCC platform uses the actions defined during call structuring to calculate the AHT time to resolve all actions. This dynamic AHT target is displayed in a countdown timer visible to agent while managing each of the actions. If the agent adds additional actions or removes actions, the AHT timer is adjusted accordingly.
- The On-screen AHT timer with full call monitoring promotes visual management to drive best practice at all times.
- To maintain a cost effective call centre, both call volumes and Average Handling Time (AHT) must be managed proactively.
Additional features and benefits of the T-Impact FCC platform are list below. Please click on the specific area to find out further details.
