• Home
• Solutions
• Improving Customer Service
• Reducing Call Centre Operating Costs
• Increasing Business and Call Centre Agility
• Managing and Improving Service Levels
• Better Management Information, Optimised Procedures
• Demonstrating Compliance, Satisfying Auditors
• Downloads
• Partners
• Careers
• Contact SKS
• About Us

Improving Customer Service

Time and again, customers tell us that they object to waiting too long for calls to be answered, being transferred, repeating what they just said and being put on hold. Instead, they’d like the first person they speak to be able to promptly resolve their query.

Agent Sensei™ tackles the root cause of these issues, enabling the call centre to deliver exceptional customer service, time after time.

Long wait times are often the result of an unexpected peak in call volumes coupled with an inability to bring enough agents on stream in a short space of time. With Agent Sensei™, the call centre can draft in extra resources at short notice confident in the knowledge that their performance will almost match that of full-time agents.

Transfers and on-hold time are typically caused by the agent’s inability to address the query or lack of information needed. By putting the knowledge into the system, Agent Sensei™ empowers the agent and eliminates this common cause of customer frustration.

In summary, Agent Sensei™ provides you with a highly effective way of increasing first call resolution rate and offering a consistent, quality service by making every agent the ‘best’ agent to manage the customer’s requirement.