Customer-centric Call Center Technologies

by using call center technologies to gather feedback, thus reducing wasted training spend. As agents receive more bespoke training, they feel better equipped for their roles and perform in-kind. This increases agent engagement and reduces churn.

If they select answers that state they were satisfied with their interaction, you can automatically add an additional question giving them the opportunity to refer someone. This creates a customer acquisition program, with a steady flow of warm leads for your outbound team to follow up on.

Confirmit's reporting platform ensures that team leaders get a clear view of agent performance, contact center managers can view all team performances, and your executives can see exactly how the operation is performing over time and against core metrics to help manage costs and productivity.

Call center technologies such as IVR are ideal if they can stay on the telephone after their enquiry, or follow up with a Voice of the Customer web survey if they’re short on time. Confirmit enables you to combine channels to get a clear, accurate view of the customer experience and to maximize response rates.

Set up alerts to identify agents who’ve provided outstanding service to your customers and use them to recognize your best performing team members. Combining this recognition with improved training and coaching programs reduces agent churn and its associated costs.

Confirmit’s Alerts Management Console immediately fires off an alert to the appropriate agent or manager so they can re-contact the customer and resolve the issue. All the information they need, including text or audio recording of comments, is contained in the alert for efficient exception handling and speedy resolution of the problem.