OpenSpan provides solutions for Contact Centers, ERP & CRM Integration, Risk, Fraud and Compliance, BPM/BAM, etc., 
OpenSpan provides industry specific solutions for Insurance, Banking/Financial Services & Telecom. 
Contact Center Customer Satisfaction
Whether its focus is sales, customer service, collections or technical support, your call center is your organization's face to the public. So it is likely that you are keenly focused on Customer Experience Management (CEM), and continually seek new ways to enrich the customer experience. But improving customer service in the call center is not the only thing you are tasks with. You are also under pressure to increase agent productivity, improve accuracy and cut costs in the call center.
Like many call centers, you may struggle with how to create a better customer experience, when you are pushing agents to handle more calls, faster. Or how to improve customer service ratings while making reductions in staff and training costs.
Why Boosting Agent Productivity Can Improve Customer Satisfaction in the Call Center
While on the surface, these objectives might seem to be at odds, in reality making agents as efficient as possible is central to increasing call center customer satisfaction (or csat). In fact, negative customer experiences are often the by-product of inefficient agent processes. Over and over, studies have shown that callers do not like waiting on hold, or being asked to repeat information they have already given, or being transferred because the agent does not have the information or the authority needed to resolve their issue. But unfortunately, this is precisely why many call centers find it difficult to deliver the outstanding customer experience they desire. Their systems — and as a result, their agent processes — cannot easily conform to the way callers want to interact. For example:
- Most call center do not provide agents with a 360° customer view. Agents do not have access to all relevant customer information when they need it, so they are forced to sacrifice valuable interaction time while searching for the information they need. To the customer, this can appear inattentive and unprofessional.
- Many call center activities involve complex workflows that span several different systems. Customers have to wait on hold as agents navigate from system to system, and re-enter the same data over and over in systems that don't work together. This can give customers the impression that agents are not properly trained.
- There is no easy way to handle procedural changes. When a process change is required, everything slows to a crawl while systems are updated and agents are retrained. It creates an environment where errors can proliferate.
- Courteous and professional agents who listen.
- Prompt responses and shorter but more productive interactions.
- Faster resolutions, often during the first contact.
- OpenSpan for Business Process Outsourcers (BPOs)
- OpenSpan for Banking and Financial Services
- OpenSpan for Insurance Customer Service
- OpenSpan for Telecommunications Providers
- 7 Process Automations to Improve Call Center Agent Productivity
- Create the Universal CSR in the Call/Contact Center
- Lean Six Sigma for Call Center Operations-An Overview
- 4 Reasons You Need User Process Management in the Call Center (and Why Your CEO Will Notice)
- Show Them The Money! Gaining Approval for Your Quality Project
Inefficient processes like these drag down your performance metrics and create a poor call center customer experience. Because agents must concentrate so closely on their complicated systems and processes, they are unable to focus their attention on listening to the customer's needs. Sales will be impacted as well, because when the agent's focus is on the systems and not the customer, he may miss up-sell opportunities or neglect to offer special promotions.
How to Improve Customer Service with Call Center Software from OpenSpan
OpenSpan's Desktop Analytics and Desktop Automation software makes it possible to enrich the call center customer experience while creating an efficient user environment that boosts agent productivity. OpenSpan improves customer service in the call center by enabling you to give customers what they are looking for when they contact your organization:
When the agent's focus is shifted back to the customer rather than complex desktop environment, it improves his ability to build customer rapport and derive additional value from every customer interaction. Agent productivity and revenue will increase as call center customer satisfaction scores rise.
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