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Agent Sensei™ Benefits

How Agent Sensei™ Can Transform Your Call Centre

Download multi-skilling with Agent Sensei™ - brochure

The challenges in most call centres are the result of two factors; agent turnover and the complexity of modern systems and procedures.

1. Agent turnover coupled with the time it takes new agents to fully learn the job contributes to lower productivity, higher costs and lower first call resolution rate.

2. The increasing number and complexity of call centre support systems and call handling procedures contribute to longer call handling times, greater agent frustration and lower customer satisfaction.

With Agent Sensei™, SKS combines the two solutions into one world-beating product:

We put the expertise needed to meet customer requirements accurately and consistently into the system instead of into the agent. This not only prevents knowledge decay as trained agents leave, it also creates a valuable corporate asset in the form of a knowledgebase.

We provide a single, intelligent user interface to allow agents to handle the most complex calls without the need to navigate between multiple systems and multiple screens. This is achievable without the need for deep and expensive integration or the need to write-off investments in existing systems.

Agent Sensei™ therefore improves productivity and increases customer service whilst at the same time significantly reducing call centre costs.

Another unique feature of Agent Sensei™ is its ‘Point and click’ reporting facility. Now, for the first time, business analysts can create a range of metrics and KPIs relating to any process or procedure without even typing a ‘greater than’ let alone programming. This allows management to understand the detail of the call content and thereby simplify, enhance and optimise the business process.

However, the benefits don’t end there. With the expertise in the system and a single, agent-friendly interface:

• Customers receive a high and consistent level of service that’s no longer dependent on who they speak with
• Business agility improves as processes and procedures can be created, simplified, automated, enhanced and updated on demand by business analysts in response to new strategies with no IT coding involved
• Agent morale and job satisfaction increases, turnover reduces
• Agents can focus on building customer relationships and product promotion instead of navigating through complex procedures and jumping between applications
• Procedures previously only existing on paper are now consistently employed and always up to date
• Simple as well as complex transactions can be migrated to third parties to manage overflows or take advantage of lower costs
• Management have the ability to ‘see inside’ the call and capture critical information about key aspects of the dialogue between the customer and the agent

• Diagnosis and resolution of errors is simplified and made more efficient through case-based reasoning techniques
• Compliance to both internal standards and regulatory requirements is not only met but can be proven with in-built audit trails
• Agents themselves can easily contribute their expertise to share best practices and bring every agent up to the same level, improving first call resolution rate and the customer experience
• New or additional agent resources can be drafted in at short notice to maintain service levels during unexpected peaks
• Self-help solutions are easier to deploy
• Paper manuals are no longer needed with economic and environmental benefits.