Call Center Optimization
Truthnote can work with your call center staff to perform detailed assessments of your current operations. We can help you develop new ways to increase revenue, drive out cost and improve your customer experience.
All of our customers want and expect their call centers to improve productivity, reduce operating expenses and gain efficiency by minimizing agent turnover, nutruring customer relatiohsips and contributing to market intelligence by understanding customer behavior, They also want to maintain standards of efficiency through call metrics and customer satisfaction ratings.
We know you've already worked hard to improve your call center efficiency. Our goal is to uncover non-conventional process improvement opportunities, explore emerging technologies, or find other innovative methods to help drive even greater efficiency. In a typical call center engagement, we can help you by:
- Creating or improving self-service flows for customer care, ordering and payments
- Introducing or enhancing call center technologies
- Streamlining IVR call paths and improving the IVR user experience
- Evaluating and introducing automation technology within the care experience
- Working with your business team to define and prioritize business capabilities
- Aligning business capabilities with call center capabilities
- Supporting agent sales flows, up-sell, cross-sell and bundled offer definition
- Assisting with training activities and M&P development