| |
|
|
 |
|
|
|
|
|
Reduce agent training time
Challenge
| Agent training is expensive in telecom
customer care organizations because
of agent churn and expanding product
portfolios. Although the formal training
may only be a few weeks, the time for
an agent to become fully effective can
easily take from 3 to 6 months. The
first few months after training are
especially costly for your organization.
While new agents try to gain real-world
experience through customer interactions,
their |
|
|
call times are longer and they inevitably
make mistakes. These generate repeat calls,
escalations, and complaints.
Solution
eGain KnowledgeAgent reduces agent training time
and enables multiskilling of agents in several
ways:
|
|
 |
Re-focus
initial agent training on how to use
the knowledge base rather than familiarization
with all the products and services. |
|
Reduce time
to effectiveness by guiding the agent
towards the solution. Your agents just
need to recognize the problem type rather
than recall the solution. |
|
Reduce re-training
time for experienced agents by showing
“what's new” and “what's
changed.” |
Typical results
|
30% reduction
in agent training time |
|
90% improvement
in call handling |
Another important benefit is accelerated agent
adoption based on their positive experience
with the eGain solution. When your agents
know that the system will steer them to the
best answer every time, they feel more confident
and focus their attention on delivering a
great customer experience.
|
| |
|
|
|
 |
 |
 |
FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
|
|
 |
|
|
| |
|
|
