Customers

There is no lack of products in a competitive market – just a deficiency of customers. For the customer, there are always alternative vendors for the actual product type. More business is likely to occur if calls from existing and potential customers are answered in accordance with agent service objectives.

Customers getting caught in loops or met by unattended extensions might lead them to call on another company the next time.  If this happens, the customer will likely not return, and this is a big problem especially since it costs so much more to attract a new customer than to keep an existing one.

Authorities and municipalities - response quality is important

The primary objective of most governmental authorities, municipalities and county councils is to serve citizens and the community. A great way to translate this into reality is to provide quality customer service when a citizen calls in with a question or for help with a particular matter.  

Government entities are funded by taxpayer dollars, and therefore, budgets are always tight.  Fortunately, Teleopti Pro can bring some very real cost-saving benefits in terms of facilitating optimal usage of the telephony budget.  This can lead to more satisfied staff and better service to citizens.  

Excellent responses to unjustified criticism

Agents are the front line of the contact center.  When they perform well, the customer is typically happy, and when they do not, the opposite is almost always true.  To provide quality service, it all starts with a qualified and pleasant agent.  If an agent were to fall ill or miss a shift without notifying his/her manager, an empty agent station can be highly detrimental to customer service and satisfaction.

Teleopti Pro helps contact centers mitigate these challenges by displaying real-time information about how calls are being handled, or in the case above – not handled. Daily follow-up can be made for all incoming calls resulting in statistics showing how calls were handled, the number of lost calls, time taken to answer calls for groups, and much more.