Call centers expend significant time and money getting agents to deliver required information consistently and accurately, whether it involves reading legal disclosures or summarizing order/reservation details. Compliance is covered in agent training, then reinforced through call monitoring, reminders hung on cube walls, and within scripting tools. These efforts inform agents as to what is required, but do little to measure or enforce compliance.
When agents deliver the required information, it often includes personalization, errors or omissions. Legal disclosures are often difficult for off-shore agents to deliver in a way that customers understand. More seasoned agents rely on memorization and overlook changes and deliver outdated information.
ExactCall lets your agents deliver required information using pre-recorded audio files. Using your existing software and phone systems, agents must deliver required information before their CRM or Order System will complete the given task (save a case, submit an order, update a record, etc). And since the information is centrally recorded and controlled, agents are always giving the correct information.
Here are a few real-world opportunities to use ExactCall:
With ProtoCall we can now see consistent positive trends across our key performance indicators.
With ProtoCall I know that our compliance is rock solid. The amount of time and energy I now need to spend with the OCC has been radically reduced. The OCC and what they may find is much less stressful for me.
With ProtoCall we are more collaborative with other divisions that have ownership in overall customer service.
We can trial a new cross sale strategy on a subset of agents and measure the effectiveness before we roll it out to the entire customer service team.
I love the combination of ProtoCall and ReCall because I can more quickly identify areas in which I need to give the agent feedback.
With ProtoCall I feel like a strategic partner in building and improving the process. Before, I felt like I was fishing, not knowing what I was going to hear and how I was going to give feedback to the agent.
I like the fact that with ProtoCall we can do behavioral based training as opposed to only knowledge based training.
Our training has been cut in half with higher quality because we are focused on training the agents how to follow the simple ProtoCall process instead of the more complex details of the products and support policies.