Optimization Solution for Customer Service Representatives
Contact centers are an integral part of the customer service delivery infrastructure in almost every industry. Organizations use their contact centers as a sales process enabler. While businesses look for new ways to make their contact centers more productive, they also face fresh challenges.
Agents at a contact center need to manage several processes that involve accessing multiple applications. It impairs their speed of response and turnaround time. Moreover, the complexity of the agent desktop limits their ability to cross-sell.
Agent optimization is a key priority for organizations. Workforce optimization technologies empower agents to deliver a better customer experience, cross-sell and grow business, more cost-effectively.
Infosys ActiveDesk is a comprehensive optimization solution for Customer Service Representatives (CSRs). Our solution empowers them to meet the expectations of both the customer and the business, in telecom, utilities and financial services. The solution enables CSRs to manage customer calls efficiently, enhance customer experience, increase revenue per customer through cross-selling, and track their own performance as well.
Benefits
Infosys ActiveDesk helps organizations realize several benefits:
- Enables businesses to optimize CSR productivity by leveraging robust desktop integration technology
- Helps CSR to effectively manage the complexities of multiple applications and processes through a consolidated and easy-to-maneuver user interface
- Offers a 360-degree view of the customer on call, and access to a host of resources made available through collaboration
- Ensures process adherence and presents both the CSR and the management with a relevant and meaningful performance dashboard
Key Features
Work area
Infosys ActiveDesk enables the creation of an integrated desktop. The solution brings together all the applications relevant for the CSR in one consolidated, user-friendly interface. In addition, it supports the automation of routine tasks such as data transfer across applications, reducing the chances of error and also ESSO.
Planning window
The solution provides the CSR a single unified view of useful information such as schedules planned, training calendar and a summary of critical performance benchmarks. It facilitates better organization of activities and goal-setting.
Soft phone
The soft phone empowers the CSR to manage customer calls effectively. The 'Follow-up Enabler' features helps the CSR record information about the caller, and attach a reminder alert for follow-up, on a later date.
Assistance
Infosys ActiveDesk helps a CSR to seek assistance from other CSRs while responding to a customer call. A CSR can access critical information using the 'Ask Coach' feature. Pre-defined process workflows enable the CSRs to follow the process and access useful facts about the caller's location on a map and weather conditions.
Critical alerts
Infosys ActiveDesk supports posting of critical alerts such as rate cuts, service outage information, urgent weather reports, etc. CSRs can access these alerts while responding to customer calls.
Quick notes
The CSR can create easy-to-access notes detailing resolution for frequently presented queries and other useful call-related information.
Follow up
The 'Follow-up Enabler' features helps the CSR record information about the caller and attach a reminder alert for follow-up, on a later date.
Up-sell and cross-sell
The solution provides a comprehensive repository of sales promotion material to facilitate easy cross-sell, based on customers’ profile.
Performance statistics
The CSR can view call statistics such as the number of calls addressed, total time logged in, performance compared to peer benchmarks, etc. It helps CSRs address challenges in productivity and adopt preventive correction measures.
Manager's portal
Infosys ActiveDesk presents authorized managers with performance statistics of each CSR against pre-defined SLAs. It also provides a productivity snapshot of the contact center for a given period of time.
Infosys ActiveDesk
Business Benefits
Enhanced customer experience
Infosys ActiveDesk improves the customer experience by impacting the First Call Resolution (FCR) count. It reduces the average handle time call hold, lowers call transfer counts and empowers CSRs to perform consistently and with better accuracy.
Robust cross-sell framework
The repository of sales promotional material simplifies the organization's product offerings for CSRs and helps them present offerings in the appropriate context to prospective customers, on call. It offers a long-term strategic framework for organizations to explore opportunities for cross-sell and up-sell.
Increased productivity
The integrated desktop enhances the productivity of CSRs by simplifying workflows. The integrated view of key performance measures helps them identify areas of productivity improvement.
Reduced cost of operations
Infosys ActiveDesk ensures higher employee morale and lower attrition. It has a direct impact in terms of reduced training costs. The solution enables greater process adherence and creates an environment that supports the elimination of costly service errors.
Reliable performance management framework
Infosys ActiveDesk supports performance management. The solution provides a productivity snapshot that helps organizations identify areas of cost slippage and processes that are not optimized for efficiency. It helps managers focus on areas of concern and take suitable and timely remedial action.