Questions from Driving Efficiency Webinar
Many questions were asked following last week’s webinar, so we have listed them below with the corresponding answers.
Q: Is there a limit on the amount of rules applied to a single CRM system?
A: No limit.
Q: Is there a danger of agents being script led rather than focused on delivering an exceptional customer journey?
A: Most of the functionality within the Focus product is about tracking the journey to capture metrics, compliance and very importantly best practice, scripting is an additional function which may be used to help drive compliance and best practice where appropriate. In any piece of work there are key steps that are pertinent to successful completion of the process and it may be useful to prompt the agent at key points along that journey to make sure all steps are completed and customer satisfaction is delivered.
Q: Have you tried or been asked to put any of this information on a map or location centric interface? I am interested in how location is integrated into the back-office software to help the agents. I would be interested to hear if this has been experienced by the panel.
A: Not sure I fully understand but assuming you mean could we capture address data and display on a map – then yes this could be achieved as the trigger engine allows capture of data and execution of third-party commands in response. So assuming that a mapping program was available, e.g. Google maps, then the trigger engine could call this and pass address details to it, displaying location on screen.
Q: On the Stream presentation there was an inconsistency on the savings identified. If 30 seconds saving on AHT equates to 67k then surely a 1-minute saving should equate to twice that. What was presented was more than 3 times greater?
A: The savings applied to different teams which were different sizes so the larger saving was due to the reduced AHT over a larger number of people.
Q: Also, if c. 29 per cent of staff were not compliant in the process you would expect the AHT to increase as adherence increased. If this is the case then where did the reductions in AHT come from?
A: AHT overall was reduced – the compliance issues were not significant in increasing AHT as the requirements were only to populate a couple of extra data fields. AHT on these calls was 6-7 minutes. The significant benefit from increased adherence was also a significant decrease in rework.
Q: Does the enforced input also ensure that the data being input is of the right format? for example, if I want to speed up the process I may just fill boxes in with anything I like. What can be done to prevent this?
A: For integer values this facility is available today. The next release will add the ability to verify format and support a lookup table for defined data.
Q: Which businesses have IONTAS technology in use to see it in action?
A: Iontas is being used in a wide range of verticals, banking, telecommunications, healthcare, insurance and retail and has over 500,000 seats installed worldwide. However, our business model is mainly through OEM partners who embed our data capture technology into their recording, wfm and optimisation suites. We do have a number of end-user installations in Ireland that can be visited by arrangement, including Stream Global Services, BT Ireland and Conduit.
Q: Does the CRM tool work even in environments not supported by CITRIX, and if yes how does the integration happen from a data capture standpoint from CITRIX to the standalone tool for data capture and reporting?
A: This is not a CRM tool. However, as a data capture solution it will work in a wide range of MS Windows environments including Citrix. In this case the client software is installed on the Citrix server and the capture data is transported directly to the Iontas server.
To watch the replay of the webinar, please click here
