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Today’s Contact Centers are under a continuous pressure to deliver unparalled service for gaining a positive user experience. The greatest challenge to any Contact Center is employing the right agents to drive in the expected efficiency. The business itself thrives only on customer satisfaction and repeated business. So, drilling down the inefficiencies of agents is a quintessential process in any Contact Center. Wrap-up time is one such instance. The agent does post call work which is actually not a proactive production. And during this time, he will not be ready to pick up other calls in the Queue. So, this passive time should be handled and monitored carefully in order to fuel more productive hours.
Wrap-up codes serve to indicate the purpose of the call or the upshot of a customer engagement. This outcome may be a closed sale, a customer issue, or any such thing. They are the quick and easy way to summarize a customer interaction. However only the broadest information can be registered as codes.
mConnect offers wrap-up codes that are accurate. They help to easily categorize calls. The Agent can select wrap-up codes from a drop-drown list which is pre-populated by call codes. The disposition codes will help to log the inbound and calls that land in such as interested, no answer, call back, DND, Fax, Voice mailer, etc., You can also add any number of codes you want to suit your requisite. The wrap-up codes can also be edited, updated and deleted. These wrap-up codes enhance logging of calls and can be referred back to in campaigns.