Burnaby, BC (PRWEB) November 25, 2012
Philip Neves, President of Canadian startup Neves Software Inc. announces the release of its flagship software service Call Center Assistant. Call Center Assistant is a new documentation platform designed to streamline call center operations. The software is provided in the form of a subscription based website that provides the service at a cost of between $1 and $2 per agent per month depending on the package a company purchases and the number of agents they have.
One of the biggest challenges that call centers face is supplying their agents with the most accurate information in a timely fashion. Often there is a delay between the time the information is introduced to the call center floor and the time that all the agents receive that information. As more information becomes available and requirements change, in the course of the centers operations, the information becomes more difficult to find. So lowering the amount of time it takes to find information for customers is crucial to improving a call center agent’s performance.
In many ways the Call Center Assistant tool is meant to get companies to rethink corporate documentation. It is a paradigm shift in this area. The technology goes beyond just setting up a web page with some information. The website is designed to actually guide call center agents through their calls as the call is happening. It allows company staff to easily create and edit interactive documents without the need to learn how to program a computer. This makes it extremely easy to deploy in a call center environment and incredibly flexible in allowing changes to happen quickly.
So how does this website provide such compelling benefits to a call center? Well the benefit will be found in the editor of the program. The editor of the call center assistant website allows managers and authorized staff to edit call flows and share them with the entire project or call center. The graphical tool allows the creator to see how the call process will flow as the agent answers the questions that have been predefined by the manager editing the document. Notes can be triggered to pop up when the agent reaches a certain menu and providing additional information. This means as the agent goes through the workflow the information that the agent needs will come up at the exact time they need it in the call process. This reduces the amount of dead air on the call and increases the amount of interaction between the agent and the customer allowing the agent to better serve the customers needs. The tool also generates a running log of the decisions made during the call that the agent can copy and paste right into their notes lowering the amount of time the agent spends in after call. This increases their ability to answer another call sooner reducing wait times and customer aggravation.
The software is not, however, meant to replace a company's customer management system or ticketing software. Rather it is meant to augment these tools by generating standardized notes that can be copied and pasted directly into the ticketing tool at the end of a call. Thus it can be deployed even in an established call center environment and immediately be used to enhance call center operations. Furthermore, the tools typically used in call centers to provide such documentation, like Share Point, are not tailored for call center operations and thus cannot optimize an agent’s performance in the same way.
To find out more information about the Call Center Assistant you may go to the website at https://www.callcenterassistant.com.