Solutions for Technology Providers
Technology 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.
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 thirty-five percent 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 twenty-eight percent 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:
- Identify workflow issues and interface design flaws through agent screen capture.
- Reduce average handling time (AHT) through agent training and coaching, resulting in lower personnel and telecom costs.
Achieve regulatory compliance
CallCopy’s PCI Compliance bundle protects customer privacy and confidentiality in accordance with various regulatory requirements, by offering:
- Cardholder data protection.
- File-level and network encryption.
- Security blackouts.
- User security and audits.