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Efficient customer service in focus |
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The level of utilisation for agents, first contact resolution, employee retention, efficiency and productivity. TeleFaction has developed a concept that makes it possible to improve the most important key figures for your call-centre.
The output of a call-centre should be determined in other terms than availability, degrees of service and basic call-centre KPIs and SLAs. To a great extent, the value lies within
 the ability to retain even the most difficult customers
gathering relevant information from the customers
the ability to satisfy the customers in order to retain them and achieve additional sales
The dialogue that call-centre employees have with the customers is an important part of the customers’ total experience of the company and its quality. To ensure a constant high level and the opportunity to gain important input for improvement, TeleFaction can offer a co-operation in which the call-centre continuously gathers knowledge about the customers’ experiences of the call-centre service.
Proactive and reactive customer service
In co-operation with TeleFaction, you can initiate a proactive or a reactive customer service plan. In the proactive plan, you regularly measure the relations with the customers. This provides you with an opportunity to launch new initiatives to correct any deviations in significant areas.
In the reactive customer service plan, you are able to immediately react to selected customers in order to ensure customer retention and to avoid loss of profitable customer relations. TeleFaction offers tools along with analytical and consultative advisory services, which can contribute to the improvement of the dialogue with customers in all areas.
Contact TeleFaction today to learn more or use one of the links below;
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