Our call center needed to be more proactive with customer services. Once we installed Softcom Analytics, we found out that 20% of all calls were repeat callers who either abandoned their first attempt or called multiple times hoping to get a different response. We assigned a group of top agents to proactively call customers with multiple attempts that resulted in full resolution of their questions which led to higher customer satisfaction, a decrease in call volume and an increase in our service level. We can now track all calls in and out of the call center, by agent, queue, customer ID, length of call, DNIS and additional metrics that contributes to us being in full control.
