Financial Services
Group Video Systems
A final aspect of standardizing your customer service is training. Some banks have set up Group Video Systems at their branches and a MultiPoint Control Unit at the home office. This allows
The MultiPoint Control Unit works in several modes:
■Voice Activated Switching — All locations see the person speaking and the person speaking sees the person who spoke before.
■Presentation — All locations see the presenter, and when questions are asked, all hear the questions but continue to see the presenter.
■Broadcast Autoscan — All locations see the presenter, and the presenter can scan locations at intervals.
Improve Customer Service
Improved customer service is inherent in many DEFINITY ECS solutions. Using an INTUITY CONVERSANT system to answer and screen calls reduces the time customers wait in a calling queue, for example, and using video systems for training ensures uniform, quality service. Beyond these indirect improvements, however, the system includes some capabilities that directly upgrade your cus- tomer service.
Lucent Technologies’s call center technology allows you to set measurable cus- tomer service goals. You can monitor calls to help ensure that abandoned calls are eliminated or reduced. The Average Rolling Speed of Answer feature ensures that customer calls are handled promptly. The reports generated by the CentreVu Call Management System can help you evaluate agent’s productivity. Using these reports, you can also plan staffing levels to meet demand as needed. Cen- treVu Report Designer allows you to create customized graphic reports for the specific needs of your call center.
Lucent Technologies’s CentreVu Supervisor allows managers to generate reports by exporting data to common spreadsheet programs. You can even leave this application running in the background on your computer, and it will alert you when crucial thresholds have been exceeded.
Issue 5 January 1998 |
