Methodology

Depending upon call complexity, agents receive 2 days to 2+ months of training before taking their 1st call. On-going training and agent “round tables” support an environment of continual process improvement.

All “live” agent calls are documented in real-time into a SQL Server database.

Agents have on-line access to all prior call history for any customer in our database.

When a caller requires troubleshooting assistance, agents utilize customized “program logic” tables.

We develop those “Standardized” call coding facilitates for problem analysis with our client.

PSI looks at:

On a given call, a customer may request assistance for multiple problems. To facilitate statistical analysis and trending, the database will separately document each problem and the actions taken for each problem.

A variety of streaming videos can be produced and sent to users that need a visual “how to” to assist them in solving their problems. Effective use of video reduces cost by reducing call lengths and improves customer satisfaction by increasing the number of “fixed right 1st time” calls.

Interactive voice response systems are used to isolate particular problems and reduce live CSR costs. Call automation is the most effective methodology to reduce cost while maintaining the highest call service levels. Callers always have the opportunity to talk to a “live” agent.