Pay-per-use isn’t a new concept by any stretch. For years now, companies from more and more industries have started offering (and have been disrupted by others offering) ‘pay-per-use’ or ‘metered’ services. Think of Uber, Airbnb, Zipcar, Google’s Project FI, Pay-per-view, etc. The list goes on.
The rise of the pay-per-use model makes perfect sense. Consumer and businesses alike don’t want to pay for the things they don’t use, and demand full transparency into what they do pay for. So why should customer support be any different? Why would you pay an hourly rate regardless of how that hour is spent? Well, luckily, you don’t have to.
With 5CA’s pay-per-use model, you’ll be charged per minute, and only when we’re working for you.
To take advantage of the pay-per-use model in customer service we need to be able to estimate a fair rate. To come up with an initial estimate, we calculate the expected incoming support volume based on support channels, operating hours and service levels.
We use those criteria to come to a rate per minute, which includes the use of our pool of knowledgeable support agents, our systems and delivery of advanced reports which give you insight into your customers’ needs.
A minimum volume is charged to guarantee quality of service. For tasks like escalation handling, quality assurance, training and content creation you pay hourly fees, and project management is charged as a percentage of your monthly usage.
For any new client, a one-off implementation fee applies for training and technical set-up. After the project implementation is completed, the pay-per-use model kicks in.
The truth is this: if you’re not using pay-per-use customer service you’re leaving a lot of money on the table.
The most obvious benefit is cost reduction. What this means in practice is that you are able to serve more customers for the same cost, which surely benefits customer satisfaction.
If your business requires multilingual support, then pay-per-use is even more ideal. For the cost of one FTE we can help you to support Europe, covering the most common languages (EFIGS). And since 5CA offers a global support solution, you have the option to support different regions under one virtual roof. How great is that?
Curious about how pay-per-use can work for you? Get in touch with us here.
Publish Date: November 1, 2016 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|3.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044
|7.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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