Not all call center agents are the same. Maybe they all had the same training and work according to the same guidelines, yet their performances differ.
This is not really revolutionary information, but now you can use it to your advantage with the smart queueing tool of the Nexios portal.
Every database has different ranges of customers, the same way each call center has different ranges of agents. By using Nexios, you have the option to marry the cream with the cream.
You don’t have to rely on luck anymore, it’s up to you which operator gets to talk to certain customers, when they call you up.
Having the best agents talk to the most valuable customers, you can not only increase the potential to close a deal, but also leave the end-users with a unique experience.
It definitely feels like a VIP treatment, when you have your own dedicated call center operator answering the phone, every single time you call.
By assigning every customer in your database to an agent of your choice, you also give the opportunity to build a personal, intimate relationship between them. It’s needless to say, that this simple setup can dramatically increase the efficiency of your team, whether your goal is to handle complaints or to upgrade to a bigger package.
You are also more likely to deal with an acquaintance than with a complete stranger, right?
If you are interested in learning more about smart queueing, contact us!