Swift Response
Optimising Contact Centre Efficiency
The Challenge
Contact Centre’s face today
Efficiency
High average handling times (AHT), long wait times, and low first call resolution (FCR) rates, Fewer calls handled by agents, Inefficient call routing to agents, Low cross-sell/ up sell rates.
Customer Satisfaction
Poor customer experiences leading to low satisfaction scores and high churn rates.
Operational Cost
High operational costs due to inefficient processes and resource allocation, long training times for agents and supervisors.
Introducing Swift Response
Live Actionable Dashboard
Deliver interactive dashboards with real-time data, granular insights through drill-down, and direct action links for immediate response and optimisation.
Humanizing Technology
Leverage AI, chatbots, and CRM integration to automate tasks, enhance agent capabilities, and deliver superior customer experiences.
Empowered Customer Support
Unified customer journeys for personalized, effortless support by empowering agents with a complete customer 360-degree view, for faster resolutions.
Accelerate Agent Success
Revolutionize agent performance with instant product knowledge, reduce training time, increase efficiency, and drive cross-selling through instant product insights.
Lightning fast Progress
Flash Focus
A qualification call for rapid problem identification and validating assumptions
Pathfinding
Comprehensive evaluation of current contact centre operations through call centre data, user interviews and direct observation.
Blueprint
Customized strategy to address identified inefficiencies and challenges.
Manifest
Depending upon the complexity and number of journeys
SwiftResponse Impact Stories
Get in touch