Call Center Solutions Featured Article

Caller Knowledge, By Name or Attribute, Focus of VoltDelta Efforts



  By David Sims, Call Center Solutions Contributing Editor
 


If you’re interested in providing good customer service, you know the importance of knowledge of a caller and caller attributes. If you don’t, well, you may have just discovered the reason your customer service isn’t as successful as you might wish it were.


You’re welcome.

Knowing who your caller is, either by name or by attribute, leads to action based on that intelligence. This is the foundation of personalized call handling, according to a treatment of the subject posted on VoltDelta’s (News - Alert) site.

The benefits of this, of course, are that more rapid call handling combined with a superior contact experience is likely to result, as the agent is rendered much more capable of resolving a call when they don’t have to ask callers all those questions we all dislike so much -- “Can you give me your account number again, even though you’ve entered it in the IVR twice already....”

VoltDelta’s LSSiDATA (News - Alert) business unit, in fact, is focused on just this problem. Their focus is aggregating and updating caller data on a daily basis.

In fact, VoltDelta officials claim, LSSIDATA is “the only resource for caller intelligence to have data agreements with all the telephone service providers in North America.” Thousands of partners contribute to a data repository that consists of what VoltData officials say are “hundreds of millions of records with associated caller attributes keyed by wireless, wireline and alternative landline phone numbers.”

The benefits of the LSSIDATA’s CallMatch real-time data feed working with Delta On-Call is that it can perform the following functions, according to VoltDelta officials:

Immediately identification. Know who is calling as soon as the call is received.

Intelligent routing. Transfer to the agent or agent group best fit to resolve the call. Attributes such as geo-location and home owner status might guide call routing rules to a specific contact center or to an agent group trained to up sell home improvement.

Improvement of corporate data. Flagging a caller as a new mover can provide invaluable intelligence to many customer care organizations. Matching new mover status to a caller deemed as a high value customer can be a trigger for a follow-up call from a specially trained agent or customer retention executive.

Reduction of handle time. Minimizing questions helps to reduce average call handle time.  Agent scripts can also be tailored to specific caller attributes to save time with information that is more likely to hit the mark.

Improved caller experience. CallMatch intelligence works to make callers feel that the customer care system is optimized to assist. Reduced handle time combined with “best agent” routing delivers efficiency and effectiveness.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Chris DiMarco