We’ve all been there. Placed a call into a customer service number and put on hold for what seems an eternity and then transferred from agent to agent re-explaining the issue umpteen times only to be dropped during the last transfer. Frustration begins and we start the cycle again – or like many people we just give up.
Rather than sitting on hold or explaining the reason for the call many times over – wouldn’t it be great if you could just leave a message with all the pertinent information and an agent returns your call within the hour, has all the information needed for your account and best of all you only talk to one person – because THIS IS the person who can actually help you!
This isn’t Fantasy Island my friends. This is a reality!
Companies with customer contact centers – such as the energy company, Centrica – have integrated SpinVox voice-to-text into their call platforms. Now, when customer service agents are on another call the caller has the option to leave a voice message that will then be converted to text, assessed, prioritized and then routed to the appropriate agent’s email InBox for action. And because of SpinVox voice-to-text conversion that agent has the written history of your calls into the contact center available to pull up with your account and make the discussion with you a much more efficient and productive conversation.
Benefits to the bottom line are clear. Customers were thrilled to find resolution to their call in significantly less time – and call center agents work more efficiently so more customer calls can be handled and resolved than ever before!
And with today’s economy, keeping customers satisfied is priority one as a happy customer is a retained customer!
Have a customer service horror story to share? Drop us a comment!
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