How can I transform the efficiency of my call center to my entire company?
The back office is far away from the paradigms we usually find in todays contact centers: transparency, 360-degree-views, manageability and strong alignment according to the business processes.
Because of the large number of projects we realized in contact centers with up to several thousand agents, we know the basics as well as the advanced details of successful customer relationship management. Together with our clients we develop stable and valuable solutions which are able to satisfy your strategic as well as your operational requirements.
Intelligent Interaction Management in Four Steps
BELTPOINT analyzes your workflow, transforms lessons learned from your contact center to your company’s structure and allows implementing an intelligent interaction management.
Managing Interactions is aligned to your business processes and their value for your enterprise. Criteria can be evolving business and market needs, customer value, cost or availability of resources. Every interaction will not be seen as an isolated task but will be analyzed within the process context, adapted according to its value and to the actual workflow and after that distributed among all available resources. That gives you the same transparency in your back office already known from your contact center and also allows for a maximized flexibility in changing your workflow and processes according to the actual requirements.
Your advantage: intelligently defined processes – from management to IT – will follow your business needs – not vice versa.
Some figures:
- Increase in productivity by 20%
- Decrease of average processing time by more than 30%
- Decrease of efforts for QA by 25% by eliminating the sources of errors
- Customers loyalty increased by 15%
- ROI within 12 months
Those figures were gathered from an actual customer project!