Increased Sales Value Benefits Increase revenue and margin by simply targeting weak areas in the sales part of the telephone call More motivated team as sales climb towards Increased Sales Penetration Benefits Staff Retention Benefits Less time and money spent on hiring and training Experienced customer service team members can be utilised to set examples for your new recruits A well trained and experienced workforce will allow you to work to full capacity Targeted Training Benefits Reduce the time it takes to make an agent productive Minimise the need for software re-training Identify problem areas early on and take Evaluate the effectiveness of training programmes by tracking evaluation results over time Customer Efficiency Benefits A more highly skilled workforce offers quicker contact servicing and speedier problem resolution. Target specific weak areas within the workforce knowledge base and increase your Continuous software tracking and reporting on performance motivates staff to increase their efficiency
Increased Sales Penetration Of course everyone would like to increase the level of sales, and we all know that our sales teams need to be highly skilled and confident to achieve any sales at all. Optimise phone recording software gives the opportunity to target the sales process and improve the way a call is guided towards a successful sale. Training can be focused on all aspects, from opening a telephone call right through to asking for an order and then consolidating the buyer to prevent cancellation..
Time Saving Benefits Managers do not need to find analogue tapes, dial into a switch or sit by an agents side to find a call to evaluate. Complete calls and e-mails are immediately available for evaluation when needed. Statistical analysis of agents performance is achieved instantly without having to manually crunch numbers through the software. Supervisors have a complete picture of contact centre quality from overall, group, and individual performance across multiple platforms (i.e. phone, e-mail and web chat). Instant comprehensive analysis provides management with better direction. Increase First Contact Resolution Higher assessment precision than live monitoring by leveraging transaction playback functions Agents who have a particular aptitude for resolving phone calls on a first contact basis can be recorded and used as an example of the proper method to resolve the initial contact. Optimise software allows the customer to track first contact resolution through its Google like search engine that can locate repeat customer contacts.