Reduce AHT and Elevate CX with Contextual Call Transfers

How often do you find yourself caught up in an endless loop of call transfers, with each agent asking you to narrate the same story that you just did to the previous one?

This must’ve gotten you thinking – Do contact center agents not communicate among themselves? Can’t they keep some notes for better call handling?

Let’s understand why this happens and what’s the way out.

The Transfer Challenge

Call transfers are an unavoidable part of contact center operations. But should they harm CX?

Traditionally, during call transfers, valuable context and information are lost in transition. The next agent, unaware of the conversation, has to start the interaction from scratch. The customer is thus made to repeat the issue, forcing her to recount the story again. The lack of conversation context significantly shoot up the call resolution times and frustrates customers, making them wonder if the company actually values them as customers.

The Transformation

A Unified Agent Desktop solution can deal with the problem of contextless-conversations by bringing all customer and product information on a single integrated screen. By making customer interaction journeys accessible to the agents as soon as the customer calls in, agents are no longer required to hop across applications to source data, thereby cutting down wait times.

This can lead to two scenarios. Let’s understand each of these.

Scenario 1:

By displaying customer information on a unified interface, time spent toggling multiple screens to fetch customer details is saved. As these customer details are accessible to all team members, it ensures seamless conversations without losing the intent and context of the conversation during call transfers. A context-rich transfer allows agents to extend personalized greetings and resolve queries faster as they are aware of the customer’s background and issues even before the customer connects with them.

Scenario 2:

A unified display of customer information empowers agents with comprehensive and real-time customer data that can significantly reduce the need for call transfers. Apart from the obvious benefit of saved time for both agents and customers, such scenarios also ensure cost savings, enhance agent efficiency, and minimize customer handoff. This contributes to a more satisfying experience for both parties involved.

Wrap up

Retaining call context helps agents in adopting a personalized customer service approach that not only brings down average wait times and call handling times but also reassures customers that they are valued. NovelVox’s Unified Contact Center Solution allows agents to review all the past interactions of their customers, enabling them to pick the conversation from where it was last left off. A smooth continuation of the support journey helps elevate customer satisfaction, strengthen brand loyalty, and stay ahead in today’s customer-centric market.