All too often, inbound contact flow rules are hard coded into the system, essentially setting your contact centre processes in stone; there’s no room to refine or tweak the contact flows without involving the IT department, incurring significant IT costs and delays. As a result, inefficiencies become standardised as customers are forced to follow a set path into the contact centre, meaning customer satisfaction suffers and agent morale drops.
Process flow agility is vital to deliver a superior customer experience. And superior customer experience is required to achieve high levels of customer satisfaction, drive customer loyalty and recommendations. West provides a number of tools to maximise flexibility and engagement options.
One key to increasing customer satisfaction is using data and information that you already have about previous interactions, removing the 'friction’ and redundancy from interactions. Expanding the traditional IVR concept, our graphical Contact Flow Editor displays a drag-and-drop toolbox that allows you to identify, route, queue and treat your customers according to their needs. IVR is no longer a separate standalone solution.
With limited training requirements and without the need to involve IT or incur costs, Cloud Contact Pro allows you to adapt your contact flows in real-time. Data directed routing for your inbound contact centre is based on data look-ups from the moment the customer contact comes in. If no match to data referenced in the CRM is available to instantly identify your contact, you can request the account number or another piece of information. Where they go from there is completely subject to how you want to assign the system to best serve your customers, and there are literally infinite possibilities.
West gives you total flexibility—the ability to set up, track, analyse, tweak and test your contact flow for optimum efficiency, whether that is more sales or greater query handling - always with a focus on improved customer experience.
We challenged the team at West to customize its advanced call flow and dynamic call scripting tools to help us, and they rose to that challenge by delivering technology that allows us to deploy a completely flexible, personalized customer experience with the most qualified agents for the job regardless of their location.
Ghen Sugimoto, Chief Marketing Officer, Expert Planet