Call centers commonly treat the majority of their customers in a similar way. Every caller is subjected to the same IVR prompts, the same queuing and call routing rules, and the same process of assigning available agents.
But the fact is: Every customer is not the same. Some have been loyal for 20 years; others are brand new. Some are frustrated because their expectations are not being met; others are extremely satisfied. Some just need a little information; others have complex questions.
Your KPI's may show you're answering calls more quickly than before, or that you have fewer abandons than last year. But what are they telling you about how well you treated your most valuable customers this week or how satisfied your callers really are because of the personalized service they received?
your customers with the
Radically Better
Customer Service
Solution Brief
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Aon Integramark
- Build a real-time comprehensive profile of every caller, created from both public and internal data soures, to determine the value of the caller and their "state" in the customer service process
- Easily define open-ended business rules that can be weighted, parameterized, and changed on-the-fly, giving you the flexibility to provide personalized attention to each caller
- Route calls from your most important customers to the best available agents, based not just on their purported skills, but on their performance in the last hour
