Customer Service

Contact Center for Customer Service

Softcom’s InsideEdge suite of products was built around the needs of Customer Service Operations. We provide a total cradle to grave view of every single call that comes in and out of the call center so you can review how often a customer is placed on hold and for how long, plus transfer, conference and consult history. It only takes minutes to find customers who have called multiple times and determine the reason behind it. Do you have a Satisfaction Survey platform you want to integrate with all agent stats? We can consolidate in a single place so it is easier to conclude what makes up a ‘Good’ call.

What % of calls are resolved on the first contact?

Who is transferring calls and to whom?

How long does it take trainees to reach 90% positive results of experienced agents?

Are Talk+Wrap times within 5% of your historical norms?