Overview
To have excellent customer service in your business heavily relies upon having reliable communications in place. Businesses that understand this philosophy will appreciate the tools and information IP Office Customer Service applications for Agents can and will deliver.
It does not matter if a business is a big call center or just a few people who answer phones, having specific date in customer calls can make the customers’ experiences with said business better, which will in turn create more revenue and more happy, loyal customers.
Available with IP Office Advanced Edition, Customer Service for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools
Capabilities
Access to Information in real-time – Supervisors can point, click, drag, drop for real-time inforamtion by agent or even group of agents. They can set alarms and alerts and deliver customized reports.
Agents will be able to see an array of information to help them budget their time based on a different criteria; workload, call queues and agent availability. That includes, but is not limited to, the amount of calls on hold or in progress and the number of agents who are logged in/out.
When an rep knows that there are no callers waiting on hold, he or she will be able to spend more time with customers, vendors, or other contacts, building relationships and a bigger network base. That will increase revenue, productivity and reinforce overall customer trust and satisfaction.
Customizable Reports – Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business:
• Create a caller identification report to see where the most (or fewest) calls originate from (by area code, country code, prefix, etc.)
• See how many calls have been taken over a period of time, the length of calls, and more
• Set and adjust alarms to suit changing objectives and campaign goals
• Schedule automatic report delivery in preferred formats
Detailed, actionable data helps Supervisors schedule staffing for peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance.
Benefits
• Heighten customer experience – provide highly personalized customer service quickly and efficienctly
• Manage staff more effectively – understand the peaks and valleys of call volumes so you can staff accordingly
• Improve training – make better use of agent call recordings to enhance sales techniques and service skills
• Grow revenue – detailed data on calling patterns helps drive more effective sales campaigns and day-to-day selling per
