Next generation staff product improves agent response speed, consistency of message and improves knowledge within call centres
Cambridge-based e-service software company, Transversal (www.transversal.com), today announced the launch of its Intrafaqä call centre support product, which aims to improve customer service efficiency and increase the effectiveness of the £300 million spent annually by the call-centre industry on training new staff alone.
It has previously been impossible for call centres to equip agents with 100 per cent of the knowledge needed to respond to every enquiry, hence customers can be put on-hold, transferred, or the unthinkable for call centre management, given incorrect or inconsistent information.
By using Intrafaq an agent, faced with a customer question they are not sure how to respond to, can simply ask a knowledgebase in plain English and receive fast, accurate and consistent answers.
Dee Roche of Transversal says “The time and money invested in training new call centre agents is just part of the equation; a major challenge for call centres is bringing all agents up-to-date with new promotions, products and services, as they are launched. Intrafaq can put this information in front of agents immediately.”
Questions that cannot be answered through the existing knowledgebase are routed to an appropriate staff member who adds this information to the knowledgebase. The more questions that are asked and answered, the better Intrafaq becomes at handling enquiries.
Intrafaq can be rapidly integrated into an existing company intranet or secure website. The system ensures a dynamic and up-to-date knowledgebase of information that can be used to store the experience and knowledge of employees that can be called up even when they have left the business.
Intrafaq significantly helps contact centres by:
· reducing the costs of training
· improving the speed by which agents can be trained
· improving the quality and consistency of agent responses
· providing up-to-the minute information on all new products and services as they are launched
· reducing call-handling time, as agents can find relevant information more efficiently
Gerard Buckley, CEO of Transversal, said: “Staff and knowledge retention are very important issues for many organisations, as they strive to balance customer service against cost. Intrafaq can help contact centres improve the customer experience as it gives agents the information they need to deal effectively with customers. No single agent can know all there is to know about a company’s products and services, but they can call on Intrafaq as a ‘super agent’ when the need arises!”
Founded in 1998 by two PhDs from Caltech and Cambridge University, Transversal is based in Cambridge, England. Transversal provides cost efficient, web-based customer support and information management solutions through its Metafaq™ products. Transversal aims to transform the Web from a passive information-sharing channel into an active knowledge-creation environment. To support this goal it has combined the sophisticated concept matching of its Memory Engine™ technology with a modular infrastructure for web-based communications and content management. Current customers include Sony, Direct Line, MFI, Fujifilm, TDK Systems, Hotcourses Systems, DfES, Proctor & Gamble and the British Army.
For more information go to www.transversal.com
020 7760 7055
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