ReadiCall
ReadiCal is a desktop knowledge and call flow tool that provides the structure, verbiage, guidance, and optimal call handling processes that are often not available to agents handling inbound customer service programs.
This well-tested system allows agents to reduce handle time, improve customer satisfaction, increase first call resolution, decrease hold times, and improve conversion, up-sell, retention or other appropriate performance measurement results. Agents are provided with optimal questions to ask at appropriate points of every call, enabling them to unearth all the essential information needed to get to the root of a problem and ultimately solve it.
ReadiCall can also quickly and automatically direct the agent to the exact location on the client's system where they can find the information necessary to handle the customer's needs. The system also dramatically cuts down the After Call Work time by auto-populating much of the post-call documentation that is generally required.
Another key to the effectiveness of ReadiCall is functionality that holds agents directly accountable for viewing, learning, and understanding new information. The system delivers Learning Modules on new subject matter directly to the agents' desktops. Learning Modules are verifiable, interactive, and use virtually all training methodologies, including audio, video, and text. This provides a single consistent training experience that fits all styles of learning.
