Quality and APO

Customer experience is the responsibility of everyone in the organization

Multiple access for different responsibilities

GO-EXPERIENCE solution comes with 6 different user levels to control access to multiple sections of the system. The following user accounts exist:

GO-EXPERIENCE solution comes with 6 different user levels to control access to multiple sections of the system. The following user accounts exist:

GO-EXPERIENCE solution comes with 6 different user levels to control access to multiple sections of the system. The following user accounts exist:

cccn
  • Super Admin – This is the overall admin of the GO-EXPERIENCE system and can access all the admin features and reports of the system.

 

  • Call Center Admin – This admin can only access the call center features and reports i.e. the features that allow him/her to manage contact center agents

 

  • CRM Admin – The CRM Admin can only access the CRM side of the GO-EXPERIENCE system. The CRM admin can edit the CRM features of the system to suit the customer’s needs through customization

 

  • Ticketing Admin – The Ticketing Admin can only access the Ticketing side of the GO-EXPERIENCE system. The Ticketing admin can edit the Ticketing features of the system to suit the client’s needs through customization

 

  • Ticketing User – The ticketing user is the user who uses the system to raise tickets without necessarily receiving call

 

  • Call Center Agent – The call center agent will only access the call center user side only. They receive calls raise tickets and update the glossary in the system.


Dynamic groups

The organization can be able to segment the solution into different groups to manage tickets raised via the multiple channels. Multiple users can be assigned to different escalation matrixes to handle multiple inquiry types.


System notifications

The system is configured with over 15 kinds of notifications with a granular setup page of what notification can be sent to who via which channel i.e. via SMS and/or Email. These keeps the user informed on prompt and different system statuses.

SLA Tracking

With the GO-EXPERIENCE solution, comes our promise to maintain a certain standard of service to your customer base and specifies our commitment to answer calls within a set number of seconds and also manage all tickets within set timelines. The GO-EXPERIENCE solution gives admins the capability to set SLA timelines and definitions of “done” that can be adhered to. These SLA’s set the tone for the relationship between the parties that will use the solution. This increases efficiency and effectiveness in that tasks are done well, faster and thoroughly without errors.

Agent Performance Optimization

With GO-EXPERIENCE solution, the organizational business strategy can be integrated in the contact center technologies so that the customer experience can promote operational efficiency through monitoring how the human resources are completing tasks assigned. If the contact center agent’s performance is monitored carefully by the system, there will be minimal chances that wastage of time and burnout on the part of the agents hence improved agent performance.


Human shift management

To avoid ad-hoc kind of human resources management in the contact center, GO-EXPERIENCE comes with a work force management tool that can be used to manage people and time. With the WFM tool you will be able to create shifts and assign tasks to contact center staff then access adherence reports to show how the human resources were utilized against the time available.

Call Recording

With GO-EXPERIENCE solution, all inbound and outbound voice calls are recorded for quality purposes at the request of the client and can be accessed through CDR reports. Recorded calls can be used for quality purposes, dispute resolution, training or simply archiving for future references.

Agent progress reports

GO-EXPERIENCE solution enables the contact center administrators to make data driven human resource planning, training and development through measurement of the KPI’s against each agent and all the agents as a team. KPIs can be used to evaluate constructs that are crucial in the success of the contact center. They can be used to determine trends and make data-driven decisions that will increase efficiency, optimize customer satisfaction, increase revenue and reduce costs. They can also be used in benchmarking efforts to measure progress towards goals and to compare the call center’s performance with an industry standard.

Q/A

GO-EXPERIENCE solution is developed with Contact center quality assurance in mind. All interactions between contact center agents and customers as well as between contact center agents and their supervisors are monitored Realtime. This is to ensure that business process that relate to products and services of our customer meet an internally agreed standard. Monitoring and tracking all this will also assist in making sure that processes are followed and gaps can be addressed through improvements or specific changes.