Recently summetix launched a cutting edge capability for contact and call centres for them to decrease response time. But how does this work in practice?
Today, contact centre employees dig around in knowledge databases to find previous answers to customer queries. And sometimes, they must go through product documentation or – in the case of local government – directives for buildings, food management, health and safety, etc.
Now, SUMMETIX becomes the interface between contact centre representatives and all your data. Within a couple of weeks, SUMMETIX is ready to help your staff decrease contact centre response time by finding information and summarise responses within seconds.
Contact centre staff can now focus on quality checking the final responses and taking care of more tickets. We assume that faster response times will decrease the amount of calls and increase both job satisfaction among your employees – as well as the customer service standard. As we have a web based interface, we are ready to complement any existing solution you may have for handling citizen requests.
For instance, a medium sized city may receive over 50 000 requests per year. Our conservative estimate is that SUMMETIX saves one minute per request in the first year. This adds up to around 20 weeks of saved working time. As the tool is trained on more data, and as the staff becomes more comfortable in using the tool, you can expect even greater savings.
Would you like to learn more about how SUMMETIX can decrease your contact centre response time? Make sure to follow us on LinkedIn and contact us via a direct message or through our website form https://www.summetix.com/contact-call-centers/. We would be happy sharing our value calculator with you – as it breaks down the value potential for your organisation.
