We talk to a lot of call center agents, and their job is stressful. Statistics bear this out, as Call Center attrition rates are among the highest of virtually all professions. Attrition rates are averaging anywhere from 30-45% annually, depending on what study you read.
RevTwo AI can help mitigate against high attrition rates in the call center. How? Some examples:
Problem #1: Agents spend an inordinate amount of time just trying to initially understand the customer’s problem. When a call comes in, how much time do your agents spend trying to figure out the status of the machine, what its software version is, when was the last PM, etc? In the meantime, the customer is down and frustration is building.
Solution: RevTwo AI gets data from the product and/or the operator, and can automatically assess this information in seconds and communicate it to the agent. This frees up the agent to spend more of their time on tasks that have an impact on the customer. Making customers happy motivates agents to do better.