Customer Answering Optimization Tool "TCS Navigator"
Script navigation tool using Web technology
Navigate the operator for the answering with correct flow by displaying automatically the script and confirmation items according to the selection and answer of the customer. The history of the selection by the customer can be utilized as answering log without any processing, which leads the shortening of the after process. By installing this tool from the start-up time of the center, it realizes the more reduction of training time, productivity improvement and early stabilization of operation quality.
- Select the screen according to the flow and the answer of the customer.
- The next script and the confirmation item are displayed automatically according to the selected contents.
- Answering history is automatically generated from the transition of the flow.
Promotion of acquiring proficiency and grow-up period shortening for the rookie operator
turnover prevention by dispelling fear
defect and mistake
holding / answering time
after process time
- Ordinary operation
- Help desk and financial business which has many script branch and confirmation items
- Initial training / follow-up training