Solutions for Technology Providers

CallCopy #1 in Customer SatisfactionTechnology providers must operate on the leading edge, providing solutions that meet current requirements while staying ahead of future demand. You require solutions that are flexible, scalable and capable of meeting ever-changing needs.

CallCopy’s suite of contact center solutions enables your organization to stay ahead by providing the ability to:

  • Deliver exceptional customer service.
  • Expand cross-sell and up-sell opportunities.
  • Drive operational efficiencies.
  • Achieve regulatory compliance.

"CallCopy’s solutions have had a positive impact on how we manage our agents and contact center, and our managers have more tools at their fingertips than ever before. They can review recordings, quickly input scoring online, research disputes and retrieve call information all from their desktops."

- Robin Fentress, Group Manager-Customer Support for Bluegrass Cellular

Deliver exceptional customer service

According to a recent industry study, ninety-five percent of customers who have a satisfying contact center experience will do business with the same company again, compared to only 35% of dissatisfied customers. This underscores the need to deliver the highest level of customer service. CallCopy can help:

  • Increase first call resolution (FCR) rates through agent coaching and training – Studies show that customer satisfaction levels drop by 28% when resolution requires two or more calls.
  • Leverage customer surveys to build customer relationships – Gain insight into the motivations and preferences that drive customers, improve the quality of customer interactions, and identify potential opportunities and threats earlier.
  • Quickly bring agents up to speed on new products by incorporating a coaching and training program.

Expand cross-sell and up-sell opportunities

Provide your internal sales staff with the knowledge and skills they need to quickly understand new products and determine sales best practices. CallCopy’s solutions allow your firm to:

  • Improve cross-sell and up-sell performance through agent coaching and training.
  • Identify high-performing agents through quality management, and use their calls as examples to train underperforming agents.
  • Quickly determine if agents are engaging in cross- and up-selling through the use of keyword spotting.

Drive operational efficiencies

Increased competition, consumer portability, increased costs and decreasing margins are forcing technology providers to reduce operational costs in order to remain competitive. CallCopy can help:

Achieve regulatory compliance

CallCopy’s security module protects customer privacy and confidentiality in accordance with various regulatory requirements, by providing:

  • Cardholder data protection.
  • Disk and network encryption.
  • Security blackouts.
  • User security and audits.