Propensity to Buy Engine
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The document describes the Propensity 2 Buy Engine, a context-sensitive tool that helps contact center agents. It has features like pull-down menus to select call reasons, a progress indicator for call status, and prompts to guide agents. It automatically logs details of each call for later analysis. The tool captures key metrics and allows analyzing agent performance and contribution. It ensures consistency and helps increase revenue through upsells. Configuration is done through an external text file without programming.
Propensity to Buy Engine
- 1. Propensity 2 Buy Engine www.sutherlandglobal.com 1 28 August 2012
- 2. Propensity 2 Buy: Tool Overview Context-sensitive agent call reason pull-downs Always-on-top tool presence Call progress indicator tied to background color progression Context-sensitive agent from green to red prompting Fast recording of contact type www.sutherlandglobal.com 2 28 August 2012
- 3. Propensity 2 Buy: Call Type Selection Preliminary selection narrows secondary choices Secondary choice triggers context-sensitive prompting Chat and email call-types loads clipboard with response for quick pasting www.sutherlandglobal.com 3 28 August 2012
- 4. Propensity 2 Buy: Agent Prompting Similarly, selection boxes guide agent with progressive prompting to narrow product selection Resulting in a subset of product options www.sutherlandglobal.com 4 28 August 2012
- 5. Propensity 2 Buy: Automated Logging Selecting OK button automatically logs date/time, agent ID, call type and reason for later analysis www.sutherlandglobal.com 5 28 August 2012
- 6. Propensity 2 Buy: Tool Configuration All tool behavior is controlled by an external text file for easy updates without programming www.sutherlandglobal.com 6 28 August 2012
- 7. Benefits The Propensity 2 Buy Engine will: Capture accurate medium, call types, AHT, closure rate and agent performance statistics heretofore unknown Allow deeper analysis of call type and agent contribution to metrics and performance Provide agent behavior modeling and enforcement – workflow changes can be implemented overnight. Ensure highest customer experience through consistent message and approach. Increase upsell attempts and help proven, demographic specific scripting build increased revenue. Slash product training time and gather metrics without tedious manual logging www.sutherlandglobal.com 7 28 August 2012