|
Optimize Agent Performance and Increase Customer Satisfaction
CGS employs performance-enhancing technologies to better manage agent time and improve the total customer experience. We have chosen some of the most advanced call-handling solutions available to ensure that your customers are quickly reaching agents with the right skill level who can resolve their issues in a timely manner, solidifying an exceptional customer experience.
The results:
- Increased customer satisfaction
- Reduced average handle time
- Lower abandon rates, and
- Tighter cost control
Some of our technologies include:
|
Skill-based Routing
|
Route calls to specific agents or groups by matching the needs of the customer to a particular agent competency or skill level. This technology can also be used to either evenly or unevenly distribute calls to agents based on their tenure or experience.
|
|
Priority Routing
|
Move your most important customers to the head of the queue. Priority routing identifies your VIPs and immediately routes them to the next available qualified agent.
|
|
Predictive Dialing
|
Reduce costs by automating the dialing process, then connecting agents only to those customers who answer the call. No wasting time leaving messages or dialing with no results.
|
|
Computer Telephony Integration (CTI)
|
With CTI technology, customer data is fed to the agent’s desktop instantly. Leads are uploaded into the system and agents have access to a full knowledge database of history to ensure a quality and intelligent encounter. Data from our telephony system can also be uploaded into your CRM for further analysis.
|
|
Digital Recording
|
Our digital recording solution gives you the flexibility to configure your recording profile to meet your auditing needs. Recording policies can be set for certain times of day, specific agents, n-select or even 100%. All recordings are digitized into standard digital audio files for review on your PC.
|
|
Agent Performance Technology
