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Guided Process Makes All the Difference in Call Center Training Costs and Retention

Call_Center_Agent_TrainingMost Call centers spend a lot of money and resources to keep their best agent interested; however turn over is high, usually above 33%.

The SpiceCSM Customer Engagement Platform is equipped with all of the sought after features you’ll need to greatly improve your agents and customer satisfaction. We aren’t your ordinary Call Center CRM and ticket tool. We are a unified cloud based platform and one of our special ingredient that makes us unique and valuable is the Guided Process Workflows. By using a Guided Process Workflow, each separate variable is taken into account and the agent is guided to the right solution. With this approach, you can hire agents less tech-savvy but agents with more soft skills. The Guided Process workflows make it easier for your agents to solve complex technical issues with relaxed and personalized manner.

By example, one of our customers, Fused Solutions uses our platform and its tools to empower their agents. At all levels, with the help of SpiceCSM’s scripting engine and Guided Process Workflows, agents know exactly what to say: they ask the right question at the right time, and offer solutions sometimes before all questions have been formulated! The Guided Process workflow guides them for each interaction to the correct solution. It’s that simple!

Their customer satisfaction surveys prove it. Time after time, their agents exceed the expectations of the customers who have said within the last month: “Monique spoke with the highest level of empathy and courtesy, she exceeded expectations in all areas” or “What a wonderful tech support system you have!” Not only their customer satisfaction increased, agents have been heard saying “ I like to come here” or “It’s nice to work here”.

With a best practices approach in mind, your entire agent population is now equipped with intelligent guided power to solve customer problems, thereby mitigating frustrating support experiences. Average call handling can be reduced to 1 minute. Call center training time is reduced substantially with this technology. With SpiceCSM, you can have agents on the phones in hours, not weeks, cutting training costs by as much as 60%.

SpiceCSM makes processes easy for both the customer and the agent creating a happier workplace and a great experience for the customer. And the turnover at Fused Solutions has been reduced to almost none!

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