call centre agent Support
In recent years your call centre's purpose has changed from simple transactional activity to an environment where your customers can contact you for a wide range of reasons and through a variety of media. Managing and applying structure to a seemingly unstructured set of data sources is a major challenge for call centre agents.
Failed attempts to align call centre dynamics with over-structured processes has led real-world call centre agents needing to work with a myriad of information systems, central IT, spreadsheets, external data verification and handwritten notes stuck to the computer screen!
rostrvm CallGuide is the tightly integrated agent support component of the rostrvm product suite providing support to the call handling process through scripts, prompts and desktop application integration.
CallGuide unifies the customer interaction without being strait-jacketed by the underlying IT systems. At the same time as presenting context-and-customer-sensitive data from multiple sources CallGuide supports your business processes to ensure the right information is given and received at the right time.
Unlike standalone scripting systems CallGuide's integral linkage with the rostrvm inbound & outbound call routing and rostrvm management information system delivers high performance, controlled customer interactions.
CallGuide integrates our rostrvm AdVisor desktop soft phone and a range of methods to screen pop data including our fast-to-deploy rostrvm Key and other forms of Computer Telephone Integration (CTI).