• Overview
• Feature Overview
• On-demand ACD
• Key Features
• Scorecard Routing
• Global Queuing
• Call Center Performance
• Monitoring & Recording
• End-to-End Solution
• Architecture
• Midpoint Management
• Web Services Architecture

Scorecard Routing Delivers Call Center Revenue

It happens thousands of times every day. A long-time customer of a business calls customer sales to purchase additional products. The customer is connected to a call center agent who has just started on the job. The agent cannot answer the customer's questions nor explain that a different (and more expensive product) would be better for them. The result: a lost sale and a frustrated customer. This reality is an ongoing challenge for contact centers and multi-site and multi-source call centers in particular. Call center agent skills are not being applied and customers are not receiving the level of service they need and expect. This is especially critical for order taking call centers since the inability of agents to effectively close sales negatively impacts revenue and order size. And how does a call center executive reconcile the fact that yesterday's average order size was down with pool of agents available today?

In multi-sourced environments, call center agent skills can vary widely depending on whether they are in-house, outsourced or work-at-home agents. Unfortunately many call centers ignore this discrepancy in skills, and call routing is performed based on the length of call queues and the availability of agents, leading to a misalignment of customer needs and an agent's ability to meet those needs. In multi-source contact centers, calls may also be routed to specific call center outsourcers to meet contractual obligations, further exacerbating the problem. The risk of connecting a high-value customer with a newly-trained call center agent is therefore high, leaving revenue on the table and lower customer satisfaction. And while some skills-based routing systems attempt to address the problem, these do not commonly take into account the type of customer, their location and reason for calling.

How Scorecard Routing Works

Transera Scorecard Routing, a component of Transera's on-demand ACD (automatic call distribution) software, offers a more comprehensive approach to the call distribution problem, taking the concept of intelligent call routing to the next level. Scorecard Routing employs a 3-step process to ensure the most appropriate contact center agents handle calls received from customers. First, for each call, the software builds a composite customer classification based on private data (such as prior transaction history) and public data (such as the caller's location). Then the pool of available agents is evaluated based not just on skill set, but also on real-time performance. Using a combination of the agent evaluation, the composite customer classification, and business rules defined by the contact center, the caller is then matched with the most capable agent. Finally, the caller is connected to the agent along with a real-time screen-pop containing the relevant customer information.

Benefits of Scorecard Routing

The benefits your call center could obtain using Transera Scorecard Routing are described below.

For order taking call centers:

• Increase revenue by 15%. Transera customers have already experienced significant gains in revenue and average order size using Score card Routing. They now have the ability to connect callers more likely to make larger purchases with the most talented sales agents, increasing sales and the effectiveness of cross-selling and up-selling.
• Increase sales conversions by 10%. Since potential purchasers are more effectively matched with agents adept at closing sales, Transera customers are also observing increases in their sales conversion rate.
• Increase profitability. When customers with basic service requests are routed to less skilled (and cheaper) agents, and customers wanting to make purchases are connected to highly skilled (and more expensive) call center agents, enterprises maximize their profitability not just by accumulating more revenue, but also by keeping the costs of handling routine requests down.

For all call centers:

• Enhance the customer experience. By connecting valued customers with agents who are trained in providing excellent service and are knowledgeable in appropriate areas and product offerings, businesses ensure they exceed call center performance goals and maintain high levels of customer satisfaction.
• Reduce costs. When contact center agents handle calls to which their skills are well suited, the need to transfer customers to more qualified agents is reduced, resulting in shorter call durations and call wait times, fewer abandoned calls, and lower agent and communications costs.