Super Agent Services

Super-Agent Services

The call center industry has come a long way when it comes to digital transformation. Mobile computing, analytics, AI, social networks, cloud computing, etc. are all significant technology trends which are being embraced by modern call centers. At the same time, we are also entering an age where customer satisfaction is paramount to running a business. Customers expect fast resolution to their queries and expect greater business transparency. As a result, call centers need to maximize their effectiveness and implement steps to streamline their existing activities.

Agent Training has decades of combined call center experience in both inbound and outbound call center services. As a result, we know inside out what works, and what doesn’t when it comes to call center operations. Our Super-Agent service is the successful culmination of decades of research into making call centers more secure, efficient, and compliant. Call center agents, except for chatbots, are most definitely human, and humans are prone to making mistakes. But with our Super-Agent services, you can now easily provide extremely secure and error-free information to your customers, thereby eliminating human imperfections.

Our Super-Agent Services

While traditional phone call interactions will soon become less frequent, human call center agents would still be required for complex, confidential interactions. At the same time, call centers have one of the highest turnover rates, and lose more than 50% of their employees every year. So how do you get each agent to do what you want them to do, and how do you train them to handle confidential calls while remaining extremely professional?

Our call center live transfer services will help you navigate the traditional pitfalls of the call center industry such as –

• Expensive training regimens for call center agents who then end up leaving thereby contributing to churn
• Weak enforcement and measurement of norms and call center etiquette
• Costly call center monitoring which manages to capture only random samples
• Agent failures which in turn can lead to legal liabilities and a reduction in client satisfaction numbers

With our help, you can triumph over your call center churn while still effectively servicing customers. Our 3-step game-changing approach helps deliver strong results for customers and clients alike, and includes –

1. Build – We recognize your requirements, your customer behavior, and build a process to ensure your agents do exactly what you want them to do.
2. Enhance – We set up pre-defined keys which make it easy for your agents to execute a process based on your customer’s demands. We factor in different scenarios to ensure every topic and question is covered easily
3. Improve – Continuous process improvement is a hallmark of our Super-Agent services, and ensure we update the backend platform regularly to change with your requirements

Our Super-Agent services are ideal for insurance, telehealth, and financial organizations which place extreme emphasis on security and compliance. This is because our pre-recorded conversations are 100% foolproof and adhere to strict FTC requirements. We also service the airline industry where a single mistake in confirming the details of the passengers correctly can lead to a lot of problems for the TSA and the passenger itself.

Other than these, our services can be used for –

• Lead Generation
• Live Transfers
• Pledge Generation
• Customer Calls
• Sales Pitch
• Data Collection
• Fund Raising
• Membership Renewal
• Telemarketing

Process Flow – Super-Agent Services

Outsourcing Super-Agent services to BSS allows you to access world-class technology which works unlike any other program. Our innovative software suite allows the call center agents to use an automatic script recorded by actual call center agents in an extremely professional and courteous manner. Each call is further monitored by a call center agent, who uses pre-defined keys to direct the conversation onwards after listening to the responses. The entire process is extremely easy to set up and includes the following steps –

1. Call Initiation – Once your customer calls (inbound) or the customer care center executive makes the call (outbound) the Super-Agent service starts in the background. The phone system notifies the software when the call has started, and all required data is sent to Super-Agent where after an initial greeting is played.
2. Communication – The Super-Agent software communicates with the customer via pre-recorded audio files. The entire process is extremely streamlined, and your human call center agent only navigates the call using the pre-defined keys. All throughout the agent leverages data obtained from sources such as CRM, web services, etc. to intelligently communicate with the customer. Our Super-Agent can also easily handle FAQs and human conversation.
3. Call End – The phone system once again notifies Super-Agent once the call is over. Its sends the call disposition and other necessary data directly to your CRM and then resets for the next call.

Super-Agent Qualified Live Transfer Deployment

Deploying our Super-Agent services on-premise is extremely simple. We offer many flexible deployment solutions based upon your requirements, and a full deployment is possible within weeks!