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Today’s contact centre deals with a plethora of different media. With Optimise you can record and manage all the media streams that your business handles, providing a powerful platform to give insight to the overall customer experience regardless of the channel over which it is delivered.
Using our advanced coaching and monitoring platform, you can help agents to develop their skills and their career,
Optimise helps create an objective learning based culture which rewards employees for their participation and efforts to develop themselves and delight your customers.
This leads to an increase in motivation and staff retention which has a dramatic impact on your bottom line. Optimise will help you reduce recruitment costs and new starter training costs, resulting in positive customer impact on First Call Resolution (FCR) rates and overall customer satisfaction.
The full suite of coaching and quality monitoring tools within Optimise will allow for continuous staff development. You can quickly and easily build unlimited grading and scoring templates using your web browser. Within templates you can create as many questions as you need, decide if they are optional or mandatory, set weightings to focus attention on key measurements and much more.
We support a variety of coaching question options including free text, yes/no, multiple select, radio option, not applicable and fatal question types. We add more options all the time based upon customer feedback.
Optimise is fully compliant to the major standards for Customer Service benchmarking, enabling participating organisations to use our grading and scoring as an integrated part of their approach to achieve industry wide recognised levels of high customer service.
Using Optimise dashboards, managers can track and be alerted to variance in performance as it occurs, using KP’s driven by the grading and scoring process.
Other real-time tools draw attention to calls requiring attention that meet rules set by the manager, or alert to changes in performance from the norm for an individual or team or department that could signify a need to for investigation or additional support. This personal assistant functionality gives the manager more bandwidth to deal with their core responsibilities and helps avoid them having to look for the proverbial needle in the haystack.
The solution was delivered to planned project timescales without any major delays or issues. Rollout was completed in a very efficient manner, the solution is seen as a real benefit to the businesses, rather than just another system that is required for legislative reasons that is never used.
Europa operates a large contact centre providing Insurance services. Our business is growing rapidly and we’ve migrated to Magnetic North’s cloud recording platforms that integrate to our existing contact centre over SIP trunks to cut costs and increase our scalability and speed to market. All of our calls - millions of minutes per month over 600 lines - now flow seamlessly through their data centres, providing PCI compliant recording that helps us meet our regulatory obligations.