The constantly changing competitive landscape of modern service industries requires Telco call centre agents to constantly stay one step ahead of the ever increasing demands of the customer, particularly in the challenging role of the retentions area.

Asked to perform a complex mix of dispute resolution, improving customer satisfaction and making additional sales, call centre staff tasked with retaining customers in sectors where competitive packages from other providers can be compared and analysed from the consumer's armchair requires quick thinking, excellent negotiation skills and all of the customer's history at their fingertips.

Blue Prism understand the complexity of balancing an offer to secure retention while at the same time instantly assessing the customer's usage patterns and value to the organisation.

Our loyalty support solutions enable agents to instantly access a snapshot of the customer's history, past and future value whilst also calculating offer parameters based on the latest products and trends.

Providing agents with myriad systems where account information is buried across complex screen navigations does little to support the task of focusing on negotiation, supporting the conversation and providing the data to enable maximum value to be derived from a retention.

Blue Prism have created an agile, new platform which does exactly that, however, building on the data and structure of existing systems while providing instant access to:

• Billing history
• Subscribed products and services
• Loyalty indicators
• Potential future value
• Offer parameters

Not only can Blue Prism enable the agent to focus on the customer instead of the navigation of underlying systems, but the journey of negotiation can be scripted and parameterised according to current offers and trends, saving time, adding value and increasing retention rates.

 

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