Knowledge is Power and Happy Customers
Rostrvm empowers call handling agents with CallGuide software
To retain customers and be competitive, contact centres need
to overcome obstacles to providing excellent standards of
customer service. This has to be high on the agenda for any
business, particularly now, as unhappy customers have so many
channels on which to air their complaints about a company – and
competitors to turn
to.
The challenge in the current harsh economic environment is to
improve customer service while at the same time delivering
efficiency savings and reducing costs.
Empowering call handling agents with the relevant information
needed to respond quickly and accurately to customer problems is
essential. This then avoids the all-too-often painful scenario
where the agent does not have the information required to help -
resulting in wasted time, call escalations, call backs and
ultimately frustrated and unhappy customers.
Rostrvm Solutions, which designs, develops and supports the
rostrvm suite of applications that make contact centres and back
office operations work effectively, has teamed up with Knowledge
Powered Solutions Ltd (KPS) to provide an answer to this
problem.
Rostrvm’s CallGuide, which integrates with multiple desktop
applications so agents are served with all the information they
need via a single screen, generates context-sensitive scripts.
Through the partnership, CallGuide can now deliver KPS’s
‘Knowledge Management’ system to the desktop.
KPS provides a world-class knowledge management system called
‘Universal’. This helps agents to find the answer to customers’
questions quickly and easily through a natural language search
(they ask a question in their own words). Not only that but it
allows the capture of tacit knowledge that resides inside
employees’ heads,
allowing users to share and collaborate more effectively.
Sue Waller, Business Development Manager at KPS, said:
“Through Universal, KPS has achieved 70% reduction in call
escalations to second line agents and 20% increases in first
call resolution rates in in-bound customer service environments.
Universal leverages the existing information available in a
business, so you don’t have to migrate any data into a new
system; you keep it in its original place - databases, file
shares, html etc.”
Andy Willson of Rostrvm Solutions said:
“CallGuide with Universal enable the agent to be more efficient
and productive and provide substantial savings in the time taken
for employees, customers and partners to find relevant
information. Ultimately, this can result in significant cost
savings – not to mention happier customers!”
About Rostrvm Solutions
A demonstration of KPS’ ‘Universal’ product can be found at
www.kpsol.com. Info:
http://www.rostrvm.com.
