Is callback functionality just a Customer Convenience?
Knowing the customer and understanding the reason for the call back can
help call center management to achieve better customer satisfaction,
first call resolution, lower Cost per Call and to better monitor and
train agents.
Call back technology with the following features can
change the perception:
Record Customer information and display the profile to agent who is making the call back
Record a short message by customer and play it to the agent who is making the call
Ability for Management to analyze, schedule or reassign a call back.
VIMLA™ Call-back solution 2.0 provides the above capabilities to the call center management. http://approach-it.net/vimlacb.htmlOnce the call center response time increases over a threshold,
customers waiting in line are respectfully encouraged to record a
call-back number, and are informed of the time it would take for the
agent to call them back. The solution also offers the customer the
option to continue waiting in line.
Real time communication is essential in call centers to better manage the agents and boost call center performance. VIMLA Agent Readerboard ( http://approach-it.net/vimlaar.html) is a powerful Instant Messenger that runs on the Agents desktops providing:
High Call Volume Alerts
System Outage Messages
Fraud Customers Information
General Messaging for Teams
Email Notifications
Our next generation Agent Reader Board is intended to provide Call Center Management with real-time data & vital information on their IPhone. It can integrate into the Call Center environment and can
Monitor and provide call center health real time
Receive high call volume or system outages Alerts
Monitor agents from the device
Instant Messaging for Agents and Teams
If you have Cisco IPCC environment and interested in pilot program, please email to info@approach-it.net for more information
There are many situations where the call centersneed to implement restrictions on calls made
by agents so as to reduce cost, improve performance and service levels; For example restricting only certain agents to
make long distance calls or only to certain customers can greatly improve the overall performance
of the call centers.The restrictions can be as simple as Skill Group
or Call Type or as complex as allowing calls from particular agent to a
customer at a particular time and that is monitored by a supervisor.
.IVR based solution
can help to easily configure different class of Restrictions. Common Restrictions can be classified into following categories:
* Based on Agent,
Skill Group, Call Type
* To existing
customers, or customer who are waiting for a call back
* Only when
Supervisor approves it or Assigns it
* To Schedule Time
based outbound calls
VIMLA CBA (Call Back Assistant) from Approach-IT (www.approach-it.net) is an IVR based solution
that allows customers to leave a call back number and call the customer when
agent becomes available. It has additional functionality that helps in setting
up the restriction rules, based on each call center requirements. The tool also
provides an easy to use interface for defining various restrictions.
Based on Agent, Skill
Group or ANI: The Agent based restrictions are used to allow or restrict
calls to destinations based on agents who are making the calls. Supervisors of
each call center can select the agents who can make the calls based on Agents
or Skill Groups.User can create a
CallerRestrictionGroups as well with various agent ids or calling numbers as
well.Agent restriction has preference
over CallerRestrictionGroup preference that has preference over Sill Group
that has preference over Call Type preference.
Based on Customer
Information or DNIS: The Customer based
restrictions are used to allow or restrict certain agents to make calls to only
particular customers. Customer based restriction can be based on customer
specific information like Customer Type, Customer Name, Customer Phone Number
etc.CallerRestrictionGroup can have any
of the above restriction criteria.
Based on Supervisor
Assistance: The Supervisor
assisted restrictions are used to allow supervisors to assign or approve or
restrict the calls made by agents.CallerRestrictionGroup can be either supervisor assisted or supervisor
approved,
Based on Time: Time based
restrictions can be either allowing outbound calls certain times or to allows
calls who called in or expecting a call certain times. TimeRestrictionGroup
restrictions can be created for each CallerRestrictionGroup.
A typical call scenario
would be agent makes an outbound call. IPT system would forward it to the CVP
IVR that would apply the restriction rules and allow or restrict the outbound
call.
Traditionally Call Centers were considered as Service
Organizations and focus of companies has been to collect metrics that can help
reduce the cost and improve the quality of the call center operations.Accordingly the data that is collected and
summarized is based on the type of the call, time taken to answer the call and
who is answering the call. Cisco
Unified Intelligent Suite is the new reporting platform for the Cisco Unified
Contact Center environment. With CUIS, it is possible to generate reports from
either the Unified ICM/CCE 7.5 or the Unified ICM/CCE 7.2 AW/HDS database.With CUIS it is easy to generate Summary, Detail
and Drill Down reports for outbound campaigns.
Business units in the organizations have started realizing
the wealth of information that can be stored due to customer interactions; and
importantly benefits of business intelligence based on customer specific data
in addition to call center performance data.CUIS-IPCC platform provides an easy way to tag customer data to a call;
however summary data collected is based on type of the call and who is
answering the call and not related to the customer who is making the call.Often business management needs performance
data based on customer specific parameters like campaign, department, location,
corporate accounts, age groups etc.For
example; Sales manager runs a telemarketing campaign for existing customers in
many regions and needs a report to analyze call responses by Region and Account
Type.To build such BI reports has been a challenge for Call
Center Analysts, Developers and Managers to extract such data, without going
through weeks of custom development life cycle.
"VIMLA CUIS Adapter for Cisco Outbound Dialer"
from ApproachIT (www.approach-it.net) is a business driven Reporting tool ,
that can help business extract call center performance metrics for outbound
campaigns based on different customer or campaign specific parameters like
Region, Account Type etc.; without going through long development life cycles.It has an easy to use interface that can
summarize outbound dialer metrics based on customer or campaign specific data.
In addition it provides interfaces to easily integrate with “Cisco Unified
Intelligent Suite” to generate reports.With this adapter it is possible to build BI reports that may not be
possible before and importantly in a significantly short time.
It has been a challenge for Call Center Analysts, Developers and Managers to extract customer related business data when needed, without going through weeks of custom development life cycle. Cisco Unified Intelligent Suite is the new reporting platform for the Cisco Unified Contact Center environment. With CUIS, it is possible to generate reports from either the Unified ICM/CCE 7.5 or the Unified ICM/CCE 7.2 AW/HDS database.
CUIS-IPCC provides a simple way totag customer data to a call; however summary data collected is based on type of the call and who is answering the call and not related to the customer who is making the call. Often business management needs performance data based on customer specific parameters like campaign, department, location, corporate accounts, age groups etc.
Some scenarios where such intelligence is needed are :
Sales manager runs a telemarketing campaign for existing customers in many regions and needs a report to analyze call responses by Region and Account Type.
HR department changes benefits plan and needs call statistics from its call center based on Location, Department, Employee Status, and Employee Position.
Accounting department needs a dashboard report based on Customer Type, Account Status (Fraud, Delinquent, Current), with FCR (First Call Response) , Average answer time, Answered Calls and Unanswered Calls.
There can be many such reporting scenarios especially for outbound campaigns where business needs call center performance metrics based on different customer specific parameters. "VIMLA CUIS adapter for Cisco Outbound Dialer" from ApproachIT (www.approach-it.net) is a business driven Reporting solution where business can extract call center performance metrics based on different customer or campaign specific parameters like Region, Account Type etc.; without going through long development life cycles.
More about VIMLA CUIS adapter for outbound dialer in next post.
