Webinar Routing solutions - More calls with less agents
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The webinar discussed routing solutions that can help handle more calls with fewer agents. It covered topics like advanced call distribution, overload solutions, and emergency switches. Attendees were encouraged to sign up for a free routing scan to assess their current call routing setup and backup plans.
Webinar Routing solutions - More calls with less agents
- 1. © 2020, Sound of Data. All rights reserved. More calls with less agents WEBINAR ROUTING SOLUTIONS The webinar will start shortly Please check if you can hear the background music Music: Energy from Bensound.com
- 2. © 2020, Sound of Data. All rights reserved. More calls with less agents WEBINAR ROUTING SOLUTIONS Product manager GERARD NIJBOER
- 3. © 2020, Sound of Data. All rights reserved. Questions and answers Takeaways Gearbox portal Overload solutions Advanced call distribution Introduction AGENDA Please fill in the evaluation at the end Link to replay will be sent via email Sheets will not be shared for download Notify us of any technical issues Ask questions to our moderators
- 4. © 2020, Sound of Data. All rights reserved. While society is digitizing, customer contact is humanizing
- 5. © 2020, Sound of Data. All rights reserved. ROCK-SOLID VOICE SOLUTIONS
- 6. © 2020, Sound of Data. All rights reserved. W E D E L I V E R O N T H E DOORSTEP O F T H E CONTACT CENTER W E A R E T H E ONE-STOP-SHOP F O R G L O B A L INBOUND VOICE S O L U T I O N S
- 7. © 2020, Sound of Data. All rights reserved. Online portal Gearbox Intelligent call routing Global service numbers
- 8. © 2020, Sound of Data. All rights reserved. Contact center Contact center Contact center Outbound voice Overload solutionsTalk Inbound voice Sound of Data platform Gearbox online portal
- 9. © 2020, Sound of Data. All rights reserved. RED CARPET SERVICE 24x7 SUPPORT continuous MONITORING proactive ATTITUDE
- 10. © 2020, Sound of Data. All rights reserved.
- 11. © 2020, Sound of Data. All rights reserved. ADVANCED CALL DISTRIBUTION Center CCenter BCenter A
- 12. © 2020, Sound of Data. All rights reserved. Center CCenter BCenter A Forward to Center A DIRECT ROUTING
- 13. © 2020, Sound of Data. All rights reserved. Center CCenter BCenter A Forward to Center A Otherwise, forward to Center B Otherwise, forward to Center C FAILOVER ROUTING
- 14. © 2020, Sound of Data. All rights reserved. Center CCenter BCenter A Forward 60 calls to Center A Then, forward 30 calls to Center B Then, forward 80 calls to Center C OVERFLOW ROUTING
- 15. © 2020, Sound of Data. All rights reserved. Center CCenter BCenter A Forward 50% of calls to Center A Forward 30% of calls to Center B Forward 20% of calls to Center C WEIGHTED ROUTING
- 16. © 2020, Sound of Data. All rights reserved. Center CCenter BCenter A TIME OF DAY ROUTING SUSAFRTHWETUMO Direct routing Failover routing Overflow routing Weighted routing
- 17. © 2020, Sound of Data. All rights reserved. Center CCenter BCenter A CRUISE CONTROL 20% calls20% calls60% calls 34% calls14% calls52% calls 86% score40% score63% score 4:36 queue0:12 queue1:10 queue 100 agents48 agents62 agents Cruise Control is a call distribution algorithm that dynamically adjusts the optimal distribution over multiple (outsourced) contact centers. Shorter waiting times Better agent occupancy Increased customer satisfaction Higher conversion rates
- 18. © 2020, Sound of Data. All rights reserved. OVERLOAD SOLUTIONS Platform License Agents
- 19. © 2020, Sound of Data. All rights reserved. 34% of customers prefer phone/voice as a customer service channel TEXTING/SMS SOCIAL MEDIA ONLINE SELF-SERVICE TELEPHONE/VOICE LIVE CHAT EMAIL UNDECIDED 3% 4% 9% 34% 15% 17% 18% Source: Microsoft, March 2019
- 20. © 2020, Sound of Data. All rights reserved. When engaging with customer service, do you try to use self-service first, or do you immediately engage with an agent? BEGIN WITH SELF-SERVICE IMMEDIATELY ENGAGE WITH AN AGENT 66% 34% Source: Microsoft, March 2019
- 21. © 2020, Sound of Data. All rights reserved. What is the most important aspect of a good customer service experience? Source: Microsoft, March 2019 ABILITY OF SELF-SERVICE KNOWLEDGEABLE AGENT NOT BEING TRANSFERRED FIRST CALL RESOLUTION OTHER 12% 31% 21% 33% 2%
- 22. © 2020, Sound of Data. All rights reserved. MORE CALLS are coming in LESS AGENTS are availablewhile
- 23. © 2020, Sound of Data. All rights reserved. OVERLOAD SOLUTIONS Divert calls outside your contact centers Route to alternative destinations Provide scalable self-service alternatives Apply smart overload solutions
- 24. © 2020, Sound of Data. All rights reserved. Press 1 to receive an automatic notification via text message when the wait time is back to normal. Notify when wait time is shorter Center CCenter BCenter A Long wait times? OVERLOAD SOLUTIONS
- 25. © 2020, Sound of Data. All rights reserved. Press 1 to create a call-me-back record and our agents will get back to you as soon as possible. Create call-me-back record Not urgent? Center CCenter BCenter A OVERLOAD SOLUTIONS
- 26. © 2020, Sound of Data. All rights reserved. Press 1 to receive a text message with a hyperlink to our chatbot. It’s always here for you, responds within seconds and is never moody. Receive hyperlink to online chatbot Too few agents? Center CCenter BCenter A OVERLOAD SOLUTIONS
- 27. © 2020, Sound of Data. All rights reserved. Press 1 to subscribe and receive status updates via text message when there’s news on the current incident. Subscribe to status updates Incident? Center CCenter BCenter A OVERLOAD SOLUTIONS
- 28. © 2020, Sound of Data. All rights reserved. Incident? Center CCenter BCenter A EMERGENCY SWITCHES EMERGENCY SWITCH on Play incident message
- 29. © 2020, Sound of Data. All rights reserved.
- 30. © 2020, Sound of Data. All rights reserved. EMERGENCY SWITCHES Center CCenter BCenter A
- 31. © 2020, Sound of Data. All rights reserved. Play welcome message Wait in queue Forward to call center 12 8 3 127 673 Campaign D Campaign C Campaign B Campaign A call centeroverflow queue QUEUEING IN THE CLOUD
- 32. © 2020, Sound of Data. All rights reserved.
- 33. © 2020, Sound of Data. All rights reserved.
- 34. © 2020, Sound of Data. All rights reserved.
- 35. © 2020, Sound of Data. All rights reserved.
- 36. © 2020, Sound of Data. All rights reserved.
- 37. © 2020, Sound of Data. All rights reserved.
- 38. © 2020, Sound of Data. All rights reserved.
- 39. © 2020, Sound of Data. All rights reserved. Fix your roof when the sun is shining Implement flexibility in the telephony chain for control and insight Remain independent of carriers and contact centers for agility Sound of Data is your trusted partner for full-service solutions Overload solutions can divert calls outside your contact centers TAKEAWAYS
- 40. © 2020, Sound of Data. All rights reserved. FREE CUSTOMER SERVICE NUMBER & ROUTING SCAN Your inbound call routing setup Your backup plan for unexpected peaks Your (inter)national compliance In an online one-on-one session we will explore:
- 41. © 2020, Sound of Data. All rights reserved. More calls with less agents WEBINAR ROUTING SOLUTIONS