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| What if you could... > Most All Departments |
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- Would you like to automatically survey your customers just after they complete a call in order to determine the quality of that contact experience with your company?
- Would you like to shave 30 seconds off a call by implementing screen pops? Thus reducing the amount of time the customer stays on the phone, while providing a more personalize, informed experience for the customer?
- Would the ability to monitor/record conversations handled by an employee – working from the office or at-home – help the company achieve consistent call handling standards across the company?
- Would your supervisors benefit from a web-based admin tool – accessible from anywhere – enabling them to handle adds, moves and changes in real-time?
- What if you could route traffic between multiple locations, based on such things as the next available representative, the caller’s service level or VIP status, time-of-day, geography?
- What if you could see vital statistics about your company’s call handling quality – average on-hold time, number of abandoned calls by time-of-day, total number of employees with particular skills available to take a call – and have this ability across multiple locations, viewable as one unified report?
- How valuable would it be to the business if you could automatically call-back customers who got frustrated and hung-up while on-hold?
- Would you like to allow your customers the opportunity to request a callback so they did not have to waste their time in a hold queue?
- Would you like your routing options menu (press 1 for X, 2 for Y) to be dynamic, based on the last time the customer called?
- Would it benefit your business if you could place your highvalue customers at the front of the queue?
- Would you like to play customized, dynamic queue announcements based on the department the customer is calling?
- What if you could customize the on-hold announcements based on the caller profile – such as what they have purchased, whether they are a VIP level customer, what region of the country they live in, etc.
- Would you like to handle contacts of all types (voice, email, web chat) under a common system – presenting a single user interface to all workers no matter which media they were working in, and a unified reporting view to all
managers?
- Would you like to give your customers the option of leaving a voice mail – during busy times or after hours – and have that voice mail sent via email to the first available agent?
- Is the business a seasonal business or one that is project driven? Or, is call volume unpredictable? What if you could scale call handling capacity up or down based on demand, on a week-to-week basis?
- Are key parts of your current call handling system from different vendors? Is it too costly in terms of time and technical costs to integrate your IVR, ACD and database together? What if UCN could show you how to integrate advanced IVR and ACD functions with your existing phone system – no matter how old or how limited function it is – and show how to integrate these call handling functionswith your in-house database to enable intelligent call routing?
- Can your managers remotely monitor and record any call being handled by their department representatives?
- What if your inbound calls could be routed with intelligence – such as time-of-day, geographic region or based on some variable from the customer database?
- What if your on-hold callers could be held in the UCN Network, so that your main office or various remote offices wouldn’t have to build-out onsite equipment to handle peak-periods or any on-hold calls?
- Do you need to record more calls for your newest employees than you do for your more seasoned employees, for training and quality-improvement purposes?
- Would you like to publish a single, toll free number for a multi-site business, yet create a call routing process so that calls would be intelligently distributed?
- Does your website offer a click-to-talk service?
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