Service and Support Centres

The objective of customer service and support centres is to provide customers with the best possible experience with the limited support resources available. Trixbox Pro provides a number of key features designed to provide even the smallest customer service team with tools to make them more efficient while improving customer satisfaction.

Improve Agent Efficiency and Effectiveness

Making each agent more efficient at resolving customer call means that they can spend less time with each customer, or can provide better level of service to the existing call load.

Access Subject Matter Experts with HUD and Conference Calls.

HUD (Heads Up Display) is the call control and presence management application included with trixbox Pro. HUD provides the ability to see whether another employee is at their desk, and provides enterprise instant message functionality. An Agent on the phone with a customer can use this to see if an expert is online, and can exchange chat messages with them in real-time.
If appropriate, you can use HUD to drag-and-drop the caller to the expert, put the caller on hold, or initiate a three way conference call.

Integrate with CRM or Ticketing System

HUD provides advanced CRM integration which can be used to automatically retrieve customer details upon receipt of an inbound call. By priming the support agent with details of the customer, and potentially even the current status of any support cases, the agent is more prepared to handle the enquiry.
This technology even allows you to transfer calls from one agent to another along with the details of the current case, avoiding the need for the customer to restate their problem, making the call faster for everyone, and improving the customer's experience.

Provide better training and Education

Trixbox Pro provides call centre managers and supervisors with tools to assist the training of new agents, and the continuing development of your whole team.

Supervisors can monitor calls in real-time, by simply clicking a button on the agents contract icon in HUD.
The supervisor can choose to use HUD's Chat function to communicate with the agent while their on the phone, and prompt them wth questions to ask, possible solutions etc.
Supervisors can barge into an existing call, effectively creating a three way conference.
Calls can also be recorded for later review and training purposes.

Use Resources More Efficiently

A Customer Service team is constantly asked to do more, with less. Using trixbox Pro's call centre technology can maximise the productivity of the limited resources you have.

Get calls to the best agent with Skills Based Routing

Using trixbox Pro's skills based routing functionality, you can distribute calls to the person or people best positioned to answer the enquiry. This not only reduces the time your organisation spends handling the enquiry, but the customer also benefits from speaking to the right person first go, rather than being bounced around a numbre of different people.

Handle Peak Times with queues, overflow and distributed teams.

One strategy for dealing with too many calls is to use call queues. Queues are often seen as undesirable, but it's far better than presenting a caller with a busy tone or a phone that rings out. In many cases, it's better to queue a call for a few minutes before connecting the caller with the right person, than it is to immediately connect the caller with someone who is not in a position to help.
If you have multiple offices, then trixbox Pro allows you to link sites together, and provide a real-time overflow from one team to another. If the support team in Sydney is overwhelmed, then use your resources in Melbourne.

Inform customers with Automated Messages

Trixbox Pro provides a wide number of opportunities to inform the customer with recorded messages. While not as good as talking to a person, using technology to keep your customers informed can help minimise caller frustration, and in some cases resolve the issue.

Service Announcements

"Company X is currently experiencing a network problem affecting customers in Melbourne and Sydney. We estimate the problem to be resolved within the hour. If you're calling about a different issue, please hold while we transfer you to a customer service representative"
Opening Hours
"Our store is open between 8am and 5pm Monday to Friday, and 9am to 2pm on Saturday"
Position in the Queue
"You are currently first in the queue"
Estimated Wait Time
"Thankyou for your patience. The current estimated wait time is less than 2 minutes"

Improve Management visibility

Trixbox Pro's advanced reporting provides statistical information about the performance of the team. Statistics include service metrics such as wait times and call abandonment rates, but can also provide useful resource planning information such as busy days of the week, and busy times of the day.
Linking the trixbox Pro system with a CRM system can provide more information such as talk time by customer type, calls by industy, calls by location, and what ever other segmentation information that is important to you.
queue calls per day rpeort

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