Individual Caller Treatment

All too often call centres gain a poor reputation by herding each and every one of their callers through the same process, irrespective of the caller’s needs or call history.

The NewVoiceMedia platform was designed from the ground up to easily implement ‘Individual Caller Treatment’. Individual Caller Treatment allows companies to differentiate callers in real-time based on information from, for example, a CRM system, web page or other pot of information.

At the simplest level, it could mean automatically routing VIP callers along the ‘red carpet’ to ‘their’ agent and bypassing the usual menu system. It could mean automatically routing certain callers to the most appropriate agent as they proceed along a given business process. It could mean asking your caller if they want to use their usual credit card to pay for something - and making a real-time bank authorisation before the call ends. More advertising-driven clients can play individually-targeted and relevant marketing messages (“PhoneAds”) during the call to increase product revenues or cross-sell services.

During concept development, NVM ran a trial at a pizza franchise. Promotions that were relevant to that particular caller were played while in queue (e.g. medium pizza buyers were offered to upgrade to a large pizza for £1 extra). The results, which were independently audited by a J Walter Thomson subsidiary, showed a 5% increase in average order value, and 5% fewer calls lost by being queued in the network rather than receiving engaged tone, and the playing of a targeted promotion was 300% more effective than playing random promotions. 

Features

• Caller-centric routing, including:
   -  by spending history and patterns
   -  by customer demographics
   -  by call history (i.e. caller who dropped out in queue can be prioritised next time)
   -  routing callers to ‘their agent’ automatically
   -  routing callers to appropriate expert at every stage of a business process
   -  fast tracking of VIPs and special groups
   -  treat callers in groups or as individuals
   
  
• Caller-centric treatment
   -  inc. targeted messaging (PhoneAds)
   -  personalised menus, music, messaging...
   -  Lite Touch IVR
   -  Web 2.0 screen pops show agent customer info,
        with personalized contact links, script suggestions
         and data collection
   
  
• User configurable over the web
   -  real-time changes made by agent, supervisor, or CRM
       system are mapped back into the custom contact database.