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Telecom—Increase first contact resolution rates

30%

increase in first call resolution rate

15%

reduction in customer call backs for clarifications on unresolved issues

90%

improvement in call handling time by telco agents

Industry challenges

Customers call with questions of all kinds. They could be looking for:

  • Information on some aspect of a wide range of products and services
  • Advice on the best phone or broadband package based on their circumstances and preferences
  • Help understanding a complex bill
  • Guidance in troubleshooting a problem with a service or device

And, they want the right answer quickly! Your agents struggle because of the variety and complexity of customer issues.


eGain solutions

eGain KnowledgeAgent™ helps you easily capture the expertise of your best agent into a flexible, interactive knowledge base that prompts and guides every agent to the single, best answer available—all without searching multiple repositories, sifting through hundreds of search results, or skimming long documents.

eGain also provides integrated access to eGain-powered community content and federated search across intranet and internet information sources.

Using the knowledge captured in eGain, your agents respond to email and chat inquiries, ensuring a consistent experience for the customer across channels.


Related topics

Reduce agent training time  |  Effectively support growing product portfolios