Call Handling

Call Handling

Efficiently record, categorise, track, resolve and analyse every customer phone call.

Simultaneously improve agent productivity and the customer experience

Improving the customer experience when calling the Contact Centre has become a business imperative for forward thinking organisations looking build loyalty and customer advocacy.  It is no longer enough to answer the call quickly, customers want to feel that their time is valued and that means speaking to agents who are informed and familiar with case history.  Making the customer repeat themselves is unacceptable and damaging to your reputation and puts Call Centre agents under unnecessary pressure.

numero helps contact centre agents provide engaging and informed experiences by providing a unified view of all communication with the customer. Agents have immediate access to relevant customer and case information allowing them to handle the call efficiently and effectively.  A dynamically updated knowledgebase is on tap to help find the right answers quickly and where required flexible workflow rules can guide an agent through a set of questions to ensure compliance.

Key Features

  • Predefined workflows to handle incoming calls
  • Complete customer information and interaction history across channels enabling informed interactions
  • Intelligent summarising of calls with ability to categorise and add notes
  • Collaboration and escalation options
  • Web based consoles for a range of users; agents, supervisors, managers, content authors and systems managers
  • Comprehensive Management Information and reporting providing detailed statistical analysis on  performance against key metrics; Call handling times, Number of calls abandoned, Calls transferred, Comparison to SLA’s

A 360 Customer view

Exceptional customer experiences come from a unified view of all communication between an organisation and its customers. numero360 Call Handling is one element of a multi-channel Customer Experience Management (CEM) platform that provides customers, employees and business partners with seamless and engaging experiences. Through a combination of self-service capabilities, process automation, legacy systems integration and the streamlining of manual processes, numero is able to dramatically reduce the time and effort associated with the handling of all customer interactions across all communication channels.

The Contact Centre remains a vital resource for countless organisations that need to speak to customers to deliver an acceptable service. That presents the opportunity to exceed expectations and delight customers with the superior experiences that are the foundation for their loyalty and advocacy.

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