Copyright Business Systems UK Limited 2010

If you don’t know why people are calling then how can you start trying to resolve their issues in the most efficient and effective manner?

Call recording has been used to identify caller issues for over 30 years and is widely used in the contact centre and customer service industry.

Copyright Business Systems UK Limited 2010

An organisation is only as good as the people it employs and it’s important to understand what makes a high achiever successful.

Using training & coaching modules alongside evaluation technology you can score & rate how staff perform on the phone when selling or handling customer issues

Copyright Business Systems UK Limited 2010

If you already have call recording in place, adding on speech analytics lets you mine through all customer call recordings looking for patterns & trends based on the parameters you set.

Keywords incorporating phrases like ‘I’m leaving’, ‘I got a better deal’ helps you understand what other offers are out there & to proactively compete against them.

Copyright Business Systems UK Limited 2010

Speech analytics provides you with powerful information which you can use to drive change in the business and to prioritise it.

Making simple changes based on real feedback and insight on root cause of calls can make a difference at contract renewal time for customers or whether they decide to abandon a purchase because you’ve made it too difficult.

Copyright Business Systems UK Limited 2010

If your operation focuses on customer service one of the biggest challenges is making sure you have enough people working at any given time, with the right skills in place to deliver the service your customers expect.

If you use workforce management technology a lot of these ‘What if’ scenarios can be automated for you as well as ensuring your customer service operation is properly staffed to meet the required service levels.

Copyright Business Systems UK Limited 2010

Sound familiar? Then perhaps it’s time to review your customer retention strategy with workforce optimisation technology that can drastically reduce customer churn...