Improving Productivity and Communication
A healthcare client wanted to upgrade its contact centre infrastructure to provide improvised customer experience and internal productivity
Client has discovered disconnected pieces in their current contact centre. While their customer based continue to expand, they needed a way to improve its interactions with their customers.
Activeo Singapore started with a discovery workshop for a review of their overall operation. Through discussion and interviews, we gather data that is necessary to fine tune their contact center’s operation. Some of the important discoveries are the lack of resources for first-time resolution and the confusion/anger customer received due to the rerouting to different agents. The discovery workshop is important to ensure a solid footing to align their contact centre operation with their strategic goals.
Alongside with the UCCX migration, we need to create a seamless system allowing all customer information to be available in a single, easily accessed location. New reporting procedure can put in place with records of all phone calls, email chats being store centrally. For the first time, agents are able to view information easily to resolve customers’ enquiry. time require to service customer inquiries decreased and the number of daily calls that the agents can handle increase.
The new technology platform has improved customer and user experience- Agent are able to improve customer interactions that are not possible previously. For example agent can notify customer about their upcoming appointment dates.