Making call centres more successful and efficient

All call centres have challenges bringing agents up to date with new promotions, products and services. And it’s certainly impossible for agents to retain 100% of the knowledge needed to be able to respond to every customer enquiry.

Instant Answers
Transversal’s natural language knowledgebase puts the answers to customers’ questions at your agents' fingertips, enabling you to improve agent performance - fast.

Fewer customers transferred or placed on hold, fewer callbacks, and greater efficiency are the obvious benefits of agents who are more knowledgeable and able to handle a wider variety of calls.

Fewer inbound enquiries
And when offered on your Web site, Transversal Web self-service cuts down inbound calls and emails by allowing customers to ask questions in their own words for a specific and accurate answer. Those needing further assistance can transition seamlessly by email or chat to the right customer service or sales team depending on the nature of their enquiry.

An efficient call centre, with fewer missed sale opportunities, is more profitable. To find out more call Transversal on +44 (0)1223 488700 or email Enquiries.

The Transversal solution:

• Gives agents instant access to product and service information.
• Reduces inbound enquiries.
• Reduces the time it takes to train agents and bring them up to speed on new products.
• Gives agents access to specialist information and the knowledge of your experts.
• Improves the quality and consistency of agent responses.
• Reduces call handling times, particularly for complex enquiries.