Customer
Satisfaction

Single Call Queues

Whether you have a single 800 number or dozens, all of your qualified agents should be available to handle any call no matter where the call originates or where the agent is. By knowing the status of every agent at all times CVCC^® will give you the largest pool of agents possible to handle each call. More agents available means shorter queues, shorter hold times, faster service and happier customers.

First Call Resolution and Fewer Transfers

With larger pools of agents it is much more likely that an agent with just the right skills will be available in a reasonable length of time to service the needs of every caller. You can go even further by collecting customer account information at the beginning of the call and using information in your CRM systems to route the call where you want it! This means that calls go to the right agent the first time and only calls that really need it have to be transferred.

Complex Transactions

Reality is that not every transaction can be completed in one call. It is the nature of some businesses that callers have to contact you multiple times. By using the account number and tracking information in your database you may return the callers to the same agent they spoke with earlier. While it may not always be possible, callers will really be impressed and pleased when they don't have to explain everything again.

Faster Time to Answer

No matter how good your on-hold music is (remember the live queue-jockeys of a few years ago?) callers hate to wait for an agent. Shortening the wait times not only makes customers happier, it saves you money in 800 charges. Aggregating your agents into the largest agent pools possible will mean shorter queue times and fewer aggravated customer for your agents.

No Repeating Account Numbers

Most customers have no problems providing their account information when they call your company. But they hate having to give it more than once. CVCC^® is a fully integrated system that manages every call from the time it first rings until the caller hangs up. Any information collected along the way is available for any agent who needs it. The caller's account information will follow the caller from step to step.

Focus on Customers,
not Technology

Hosted Contact Center Case Study:

"After a five-minute demonstration of an agent being established with merely a cell phone, a laptop and an internet connection, we saw a clear opportunity based on flexibility to support our long-term business objective."

—Ron Johnston,
Global IT Infrastructure Manager, Smiths Medical