Use Screenpops to save time and reduce costs

Your business will save time, every time a customer or supplier calls, if screenpops provide your customer service staff with crucial contact and account details on their desktop screen.

You can at least shave 15 seconds off each call coming into the business. With 2000 calls per day coming in to the contact center, this would translates into minimum of 8 working hours saved each day. You can cut costs or one of your staff members could start full-time work on sales activities.

Screenpops can help generate more revenues in several ways. Have your screenpops designed so that they display sales campaign information, and your agents can easily upsell to callers using special pricing information, promotional offers or other service offerings.

In addition, you’ll avoid time-wasting and double-handling. If, for example, screenpops are drawn from the customer database, the sales agent will know straight away when customers phone in whether they are overdue with their accounts, and by how much.

Here’s How Your Business Benefits

• Improve Agent Efficiency – Reduces agent talk times by an average of 15 seconds per call, as all relevant information is immediately available to service callers
  
• Reduce Network Costs – Shorter talk times reduce wait times in caller queues, which has a compounding effect on your network and telecommunications costs
  
• Personalize Service – Calling Line ID combined with the ZCC Phonebook means that customers are recognized by name and not as a number
  
• Improve Customer Service – Having caller information immediately available, allows agents to service callers more professionally and accurately – improving their perception of your company
  
• Improve Customer Information – Because the customer database is screenpopped to the agent every time the customer calls in, agents can easily check relevant customer information on an ongoing basis (e.g. address details). You will significantly improve the accuracy and value of your records, as they are always up to date.
  
• Improve Agent Performance – Have screenpops such as Wrapup templates and Callback resolution displayed at the end of each call
  
• A Single Solution – Zeacom provides not only the intelligent call delivery functionality required by the contact center, but also the integration services needed to link in with third party applications. A single solution from one supplier significantly reduces project costs and simplifies ongoing support and administration issues.