There’s nothing more frustrating for an IT user than struggling to get timely help with a critical problem that has interrupted critical activities. Conversely, when issues are resolved quickly and efficiently, the result can be a very positive one, to the point that suppliers are now chosen based on the reputation of their support services.
Yet, running a cost-efficient support operation can be a challenge, driving the need for technology aids to smooth the flow of calls. First Contact meets this need by intelligently routing calls to the right agent, and ensuring that the call operative has up-to-date customer records to hand, with a full case history.
In this way, First Contact helps helpdesks meet their SLA targets, focus skilled resources where they are needed, while driving up the customer experience and boosting the company’s reputation. With no up-front investment required, the only risk is that your rivals will exploit our software before you do!
The ability to offer superior customer service without opening a call centre.
First Contact routes customers to the right agents, supplying them with complete information they need as soon as the call arrives, so that callers don’t need to repeat themselves. By maximising agent time, and prompting cross- or up-selling, First Contact helps generate new revenues – even from routine support calls, as new call plans or additional services are suggested.
First Contact has a uniquely powerful scripting engine that allows managers to design an effective script for telemarketers and customer service agents to follow.Read more
You can integrate your call scripting software with Telecoms and CRM, if you wish to improve the efficiency of outbound and inbound telemarketing campaigns, or customer service interaction.Read more