Reduce: Time to first resolution
Agent training time and cost
Complaints
Increase:
X-Sell and up-sell
Agent Productivity
Customer Satisfaction
Our CCS CRM offering increases productivity reduces effort and automates processes helping you to deliver the experience that your customers and prospects expect. Core to the offering is a single version of the truth that can be exposed to a multi-channel environment.. This single version is not just customer data but also company policies, products and pricing, engagement history and a view into other required data held in other systems.
For inbound/outbound sales centres the solution implements Order to Cash and allows all stakeholders to track the order. Once fulfilled any cases raise are linked to those products and services as well as the customers. A comprehensive configuration and quote engine eliminates mistakes in pricing and avoids unwelcome surprises caused by accidental omission. Feeding the order data to provisioning systems and other systems that need the information can be fully automated.
For service oriented call centres our solution facilitates access to all of the data required for problem resolution, escalation and collaboration. Additional data sources are made available including Knowledgebase articles and guided processes that enable subject matter expertise to guide agents and end users through a process; this in turn increases customer satisfaction and retention.
To discuss your requirements and arrange a demonstration of our solution, please contact sales (uksales@alfapeople.com)