At CCT we believe it is important that whoever takes a call from a customer has the skills to deal with that call. Effective Call Routing allows this to happen, enabling calls to be routed to the employee who is most able to deal with the customer’s query, increasing first call resolution rates.
First Call Resolution has been found to be the single most important key challenge to improving Customer Satisfaction. The absence of First Call Resolution has been found to account for a minimum of 30% of a call centres operational cost. So by focusing on this issue you will get the best of both worlds – improved productivity and improve customer satisfaction.
It will allow you to route customers straight to the agent who can deal with them, and prioritise certain calls, which is great for boosting sales, and profit. Not only will this help reduce employee stress levels, as they won’t have to deal with problems they can’t resolve, you’ll achieve great customer satisfaction rates.
Through using the intelligent routing capabilities available in both Avaya and Cisco our clients can benefit from several call routing techniques which enables them to save time and money, as well as giving great customer service and employee satisfaction.
