Customer Satisfaction really depends on how fast you can handle a Customer’s Complaints without him or her repeating himself or herself at various stages of your resolution process. That is what we call First Call Resolution. A Customer who connects with your organization on any channel must be given the same satisfying experience whether it is for an Inquiry or a Complaint. He or she must leave you with a smile.

So to achieve this requires that you adopt the right technology and process which will automate your customer engagement touch points from the process of ticket receipt, assignment and Escalation to a specified Back office or Support team and even to a particular agent is Imperative as well as the idea is to resolve the ticket fast and to the satisfaction of the customer.

One Technology You need is an affordable Omni-channel Contact Center Solution that Supports :

1. First Call Resolution : Ability to resolve customer problems, questions or needs the first time they call, with no follow-up required . This means the agent is armed with all the information about the customer and services on one User Interface. Screen pops with customer history and other details. This saves the agent’s additional time in closing the ticket and updating it status.
2. Ticket Assignment :  Distribution of tickets in a manner to assign them to agents who are available at that time and are also skilled to handle that query.
3. Ticket routing rules: Control the way tickets raised are routed to the back office. A well defined filtering and routing algorithms like routing them based on the interaction channel through which the ticket has been created.
4. Automation:   Ability to Create workflows by setting business rules to automate support ticket assignment.
5. Context Conversations :  Ability to associate interactions about an issue from any channel with a ticket.
6. SLA Management : Set Service Level Agreements, View and automatically notify your agents when an SLA is about to be breached and alert the manager in case of an escalation.

Our Omni-channel Contact Center Solutions with Complaints Management and Ticketing offer your business  features that helps your teams to properly address the customer’s need the first time they call, thereby eliminating the need for the customer to follow up with a second or third call for the same issue. This is because your agents will be provided with complete information that empowers them to make smart decisions and provide great service.

It also Reveals customers’ case histories, preferences, and feedback. Provides guidance on entitlements, alerts on benefits and service-level agreements and Displays it all in a single interface tailored to their job and skill set.

We can show you a demonstration of our application. You can request for a live demo here for free, so that we can show you in an online demonstration how it works and the values it offers. Book a live demo here now.

Scimitar Global Services Limited (SGSL) is an information, communications and Technology Company in Nigeria that provides you with Modern Business and Fintech Solutions like Call Centers, Video Banking, Video Insurance, Video Healhcare/Telemedicine, Sales Automation, Complaints and Queue Management Solutions for your Businesses.

Contact us here today for a discovery session with your team and demonstration of our solutions of choice at no cost.