Many contact centers now use WFO or speech analytics to route customer calls to the agent best suited to deal with each caller’s issue. It’s a strategy that ensures calls will be handled faster, and customers will be happier.
Often calls are simply routed based on the length of wait time for customers in the queue; sometimes a company’s best customers receive greater priority. But the most common strategy is a skill-based system, connecting angry customers with agents who can calm them down, buyers with agents who know how to upsell, and calls with technical questions to agents with product expertise.
However, there are other options available that may also pay dividends. Here are three suggestions:
The contact center may be the first to discover that a customer is “halfway out the door” already. But if you have an agent that specializes in addressing these customers’ concerns and keeping them in the fold, it can make a huge difference in customer retention. With a WFO system such calls can be routed more quickly as well, so these customers will get the attention they need.
In businesses where one account can equal thousands or tens of thousands of dollars, such prospects should receive preferential attention throughout the engagement. When calls from a specific company name or company rep come in, they should be identified immediately and routed to someone familiar with their needs.
For a contact center customer there is nothing more frustrating than connecting with an agent, answering all their account questions and providing all the requested information, explaining the reason for the call, and then being put on hold or having to call back, and being transferred to someone else who asks all the same questions again. With WFO it’s easy to route these calls back to the first agent who handled them.
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Source: http://www.monetsoftware.com/blog/Workforce-Optimization/post/three-call-routing-strategies-that-work
Publish Date: March 28, 2018 5:00 AM |
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