Call Center

A phone conversation gives the opportunity to the customer to get a response to the issues encountered in real time. But when the call center agent does not have the whole context or the right tools it can turn out to be very frustrating for both of them. How do you ensure the call center experience is always delightful?

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Key challenges

1

Responsiveness

Customers will likely be more satisfied when the agent on the phone understands him and delivers real time solution.

2

Automated services

Despite using automated processes, customers still yearn to hear a human voice respond to their queries and find solutions to their problem.

3

Staff Training

Most call centers are outsourced and the lack of training when there is a high turnover can become a real challenge.

Our solution

RightCom XP™ enables the call center with a role dashboard that offers 360° view of the customer journey. We empower the team with key insights, feedback history, latest comments left by any customer.

Applying deep text analysis on the open text we can spot the customer that requires more attention.

  • Contextual information

    When the staff has access to customer data, they are more likely to meet their demand.

  • Personalized experience

    With relevant customer information, call centers are better able to make customers feel unique.

  • Customer retention

    When customers feel that the call center feel their pain, they are more likely to remain loyal.

  • Productivity

    The more the call center can solve seamlessly customer problems the more productive they are.

What are the risks?

Loss of customers

Loss of customers

The lower the First Call Resolution rate, the higher the risk of loss of customers.

Brand awareness

Brand awareness

Recurrent bad experiences with the call center affects the brand and ultimately the business.

Bad reviews

Bad reviews

There is a high risk of bad reviews while conducting CSAT surveys or on trusted customer review platforms.

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