See our inbound product brief:
Inbound voice (305Kb)
Customers and prospects often have high expectations and the better the technology the higher
these expectations can become. We wonít tell call centers how to manage customer service but we
will insist on providing the best possible technology so that our own customers can stay ahead of
the game in terms of the services they can offer to their customers.
We like to be challenged. Hereís a sample of the kinds of customer service challenge that we
rise to and meet.
Donít make customers repeat information.
A customer calls in and gives the first agent he talks to his details. If he is
transferred to another agent (or then another!), he doesnít want to repeat this
Ensure that you have an agent desktop application that allows you not just to
pass on details, but also the desktop application the agent is using, to another agent
or party, whether external or internal.
Allow a customer to escape your IVR system.
A customer is answered by an IVR system. He has a serious service issue that needs immediate
Ensure that you can transfer the call quickly to an inbound agent, or enable the customer to
leave his details so he receive an immediate response in the form he asks for, e.g. telephone,
Make information transparent.
Provide access to any relevant information when a customer contacts you prior to placing an
Make sure that at the point of contact with the customer the agent application has online
access to whatever information, either internal or external, is likely to be required to help
close the sale.
Timely customer updates.
Provide information on new products to customers likely to be interested, as soon as it is
Develop scripts that can be run regularly to interrogate customer preference lists and provide
Donít keep customers waiting on the phone.
Meet inbound service levels by utilising outbound agents.
Provide call blending facility that allows inbound service service levels to be met, without
compromising outbound performance, and allow callers to leave a message so that you can call
them back, quickly.
If you have a customer service where you think that better technology and systems could help
you raise your service levels feel free to tell us more. Just email to
Contact Us to learn more about Sytel's
contact center solutions for the customer service industry