Iberdrola was swamped by emails and phone calls from customers, leaving its contact center management overwhelmed and underpowered. So, it turned to Altitude Software (News - Alert), and the Altitude uCI solution to manage its email customer interactions, and hasn’t looked back since.
With the Altitude uCI and Altitude uRouter intelligent routing solution, Iberdrola can assign emails to specific queues in the contact center. It also provides user-friendly agent desktops and scripts, while the reporting tool manages, analyzes, classifies, and distributes the emails, routing them according to language and keywords.
As a result, Iberdrola can provide its customers with better service, no matter what their issues are or what languages they speak. It can also register the contacts for each language, and have the appropriate agents return their calls when necessary.
This is an example of the need for the right kinds of software in contact centers. Customers have specific needs, and being able to route the emails to the people capable of helping them best is vital. Using a program for that is much quicker and easier than the same query being bounced between emails until it finds someone who can address it, which is better for employees and customers alike.
The same can be said when it comes to calling contact centers. When it’s just one person sitting behind a desk and answering phone calls, it can take a while for a customer to reach even a person, much less the help they need. (All too often I’ve read horror stories of poor call center agents on notalwaysworking.com; make sure your staff is better trained than those.) The less time a customer spends waiting, the better they feel the service is.
Whether you’re dealing with email, phone calls, or even carrier pigeon (I’m sure someone out there has tried it), it’s important your contact center has a system for sorting and dealing with them properly. There’s some great software out there for just that, so there’s no excuse to leave your customers talking with the wrong person.
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Edited by Amanda Ciccatelli