Our automated telephony technology responds to 100% of Environmental Services calls. Callers navigate an intuitive menu system by responding to carefully-scripted prompts, allowing you to provide information and offer access to relevant resources to high-volume enquiries. When an enquiry cannot be automated, the system ensures the caller is routed to the most appropriate human agent, slashing wait times and increasing customer satisfaction.
Our plug and play telephony technology is designed to be built, tested and ready for implementation within a six-week window. However, this schedule can vary depending on the size and complexity of the project.
Telephony systems function best when they’re installed into an omnichannel system that allows customers and information to flow freely between communication channels. Consequently, we devote considerable time and energy to ensure that the technology is seamlessly integrated into both front and back-office systems, as well as with a wide variety of digital platforms.
Data and Reporting
Data collection and analysis is the most valuable means of monitoring performance and understanding user behaviour. Our data analysis platform allows you to keep track of key KPIs and compile insightful reports – ensuring you have the information required to make informed decisions regarding the ways your customer service can be improved.