Call Management AHT Features
Reduce Preparation time:
- Review time taken at the front of call in reading previous notes - automate call staging and remove need to read notes, saving approximately 10 secs per call (average)
Unified Screens
- Most agents spend 8% to 12% of the call time gathering information from multiple IT systems to determine current status and progress the call. The FCC platform know what information is needed for each action and obtains this from the underlying systems and presents this to the agent in one screen.
Automated diagnostics & routing:
- The FCC platform incorporates parallel processing, which is particularly effective on longer duration technical support calls, with auto-diagnosis, integrated diagnostic tools, and routing of call pathway to focus and accelerate conversation.
Auto note generation:
- Agents typically spend up to 60 seconds to write notes in the closing stage of the call. These notes are automated, eliminating time taken at end of call and improving the reliability & structure of call notes. The agent is presented the call notes and has an opportunity to add additional comments as free form text.
Auto call classification:
- During closing stage of the call, agents generally classify the reason and root cause for the call. The FCC platform generates these reason and root cause codes automatically, increasing accuracy and reducing agent handling time.
Post call automation:
- Fully automate post call work, e.g. quotation, follow up email or SMS, engineer appointment booking.
