Reduce Costs and Increase Revenues with Enhanced Routing

Zeacom's Process Automation Group can easily create a smart Enhanced Routing solution for your organization, to set the rules that route incoming calls straight to the right person.

Customer satisfaction will improve as callers waste less time explaining themselves to the wrong person. Your staff will save time and be more productive, as they avoid double-handling and process more calls.

You will increase revenues by prioritizing the 20% of your customer base that brings in 80% of your revenues. And it's simply a matter of linking your ZCC solution into your your database or CRM system.

ZCC’s Value-based Routing solution lets you route high-value customers straight to your top sales people, so that they receive the service that keeps them spending money. You can also make sure that customers who are in arrears with their payments have to talk to the accounts team first, before they get to contact customer service or the help desk.
Your revenues will improve.

ZCC’s Skills-based Routing solution makes specific requests go straight to the right expert or the correct queue in the contact center.
our staff will waste less time identifying a customer’s needs before transferring them to a colleague who can help. You can reduce network and staff costs.

ZCC’s Query-based Routing solution is different from standard routing solutions, as it is not based on a caller's phone number but includes a security check. Customers need to verify who they are with a unique identifier, like a PIN number or order number. The ZCC system then pulls data from the CRM and presents their information to specific agents.
You will save time as you no longer need to identify customers, and the confidentiality of customer information is guaranteed.

ZCC’s Performance-based Routing solution delivers most incoming calls to those agents with the highest sales closing rates. Agents who are having a good day get the calls first, and get the chance to do even better. Those agents who are not performing well receive fewer calls.
With this solution, your contact center can handle higher levels of call loads. You don't need to hire as many agents as overall productivity improves. Sales conversion rates will improve.

Other routing solutions are based either on Caller History, which checks the kinds of transactions a customer usually makes, or the Last Called Agent principle, so that calls are routed to the last agent the customer talked to.

Prioritize Your Customers

Treat customers the way they deserve. Adjust the priority of incoming calls to ensure VIP callers get full attention, based on their CLID or Account Number. ZCC uses automated scripting to connect to your database and retrieve information for each call. You will increase revenues by prioritizing those 20% of your customers who bring in 80% of your revenues.

If you combine Enhanced Routing with an IVR system, you can even automate a substantial percentage of your incoming calls by giving your customers self-service for repetitive, standard calls like account balance requests.

ZCC Enhanced Routing lets your employees save time. You can display additional information when the call is delivered to an agent, for easy upselling, improved service levels and to strengthen the personal relationship with the customer.

Here’s How Your Business Benefits

Sales Team - Increase Revenues

• Prioritise callers - Based on revenues they generated in the last 6 months
  
• Transfer your top customers to experienced sales agents
  
• Give top customers the red carpet treatment – Special discounts or offers will help agents to up-sell and cross-sell

Support Team - Decrease Calling Levels / Improve Revenues

• Direct callers who have not paid maintenance fees straight to Accounts
  
• Make customers pay maintenance fees while they are on the call
  
• Reduce call times
  
• Reduce workloads and stress for the support team