Call Centres - Answer the call for outstanding customer service!

Call centres are key areas for any business as they are usually the first customer touch point, therefore, they must operate efficiently to create a good customer experience.

As-is: Call centre performance - Agents rely on multiple knowledge sources which leads to unnecessarily long call duration's as all these sources must be searched. If the information cannot be found the call agents refer it to the 2nd and 3rd line. This results in low first time resolution, increased resolution times and customer frustration.
To-be: Intelligent call centre performance - Match™ removes the need to rely on various knowledge sources and therefore the need to search, which reduces call duration. In addition by placing the knowledge of the 2nd and 3rd line in Match™ the call agents are able to resolve more queries increasing first time resolution.
Training reduction - Applying AKS™ reduces training duration by up to 80%. This reduction is possible as all product knowledge is built into Match™ removing the requirement for agents to learn it.  This reduction in duration also reduces the associated costs by up to 60%.