Profiling a customer session
The combination of source and destination, or any entered ID, can be used as a reference for querying other data sources such as a CRM and SCC’s own contact history for that customer. This creates an effective profile for the customer.
Choosing the right queue
This customer profile information can be used by SCC to route the session to the most appropriate queue, and to manage its relative priority.
Once the session arrives at its destination queue, instead of just playing hold music, an in-queue bot can serve directed messaging and offer additional options to a waiting session, such as offering a callback if the caller has arrived in a queue that is particularly busy, or leaving a message with an agent familiar with the customer case.
Assigning a ‘preferred’ agent
To provide a more familiar and personal customer experience, it may be desirable to connect a customer to an agent they have previously spoken to. SCC’s ASD (Automatic Session Distributor) can utilise the customer profile information to direct the session to this preferred agent.
If the preferred agent is not available within a specified time, the ASD will choose the best-skilled agent from those serving the queue.
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Assigning a ‘best-skilled’ agent
To ensure optimal handling of each session, the customer profile information for the session may contain skill requirements such as proficiency in customer service, spoken language skills or specialist product skills, and the level of each skill requirement which may vary for each session.
Similarly, agents may have a variety of skills, and they may be better at some than others. The skill requirements, skills and their respective levels are all known to SCC. By comparing the skill requirements for each session and the skills of each agent, the most suitable agent can be identified for each session. This is known as skills-based routing.
Time also plays a part in the selection process. If a customer does not have an ideal skills match in the agent pool, then the ASD can do a best match to ensure that the session doesn’t get held up in the queue.
Prioritising sessions in real-time
Sytel’s ASD automatically meets inbound demand and provides the best possible customer service across all queues. It load-balances and blends inbound and outbound workload across all media channels. By setting a service level target against each queue, the relative priority of all sessions in all queues can be determined in real time. The ASD can then distribute sessions to agents according to this priority.
Explore more of SCC’s capabilities:
All Media Channels
Work with multiple live contact sessions on any media channel
Dynamic Workforce Management
Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels
Help agents achieve and maintain excellence
Voice and Screen Recording
See and hear exactly how agents are interacting
Analytics and Data Feeds
Measure and evaluate performance at every level
IVR, Bots and Conversational AI
Design effective automated flows or integrate with 3rd party providers
Customer Journey Tracking
Stored customer contact history, to aid routing and add context