Smart Inbound Call Center Tools.
Squarely Focused On Helping Your Team Achieve Their Goals.
Overview
High performance call centers consistently connect calls to the agents who will most effectively address the customers’ needs.
The C3S platform automatically analyzes agent skills, agent performance stats, and other factors in order to match qualified agents with the customer on the other end of the line.
Why skills driven?
Skill-based routing achieves tremendous KPI wins for your company. Smarter call routing delivers a significant boosts critical KPIs such as: first call resolution, customer satisfaction and net promoter scores. Moreover, this technology also provides a powerful ‘force multiplier’ of your investment in training your agents with valuable skills - delivering more customer facing agents per shift.
Intelligent call routing produces consistently better results.
ChaseData’s Intelligent Automatic Call Distribution (iACD) technology is the culmination of almost two decades of empowering contact centers to blend inbound and outbound calls. Proper allocation of agent resources, real-time/no-lag routing of calls and critical reporting work in harmony to deliver a truly powerful solution for your call center. We did not stop there, however. Calls are also segmented by campaign then routed to specific agents based on defined skill sets such as language, technical expertise, etc.
ChaseData's approach to call distribution at a glance.
IDENTIFICATION
Leverage your company’s existing data sources and quickly identify the caller based on instant look-up of the inbound caller ID data or self-identification using our built-in interactive voice response (IVR) technology. This delivers instant, relevant call history, and initiates the appropriate routing rules.
SEGMENTATION
Agile rules-based segmentation efficiently routes incoming and outbound calls based on the criteria you establish (e.g. language, customer lifetime value, open tickets, response to an outbound call, etc.).
ROUTING
Identify the best resource available to satisfy the prospect(s) needs. Calls can be routed to live agents, call queues or ChaseData’s advanced IVR system assuring the fastest transaction and/or resolution.
COMPLETION
nce a call has been properly resolved, your agents are able to disposition the results of the call, which in turn drives reporting and business intelligence processes. Post-call processes such as satisfaction surveys, etc. are also available, further tracking and enhancing future contact center performance.