Life could be made so much easier for call center agents. All too often, they start a contact with a caller on the back foot; generally speaking they have no idea who is on the other end of the phone when they pick up a call, nor do they know why they’re phoning. They are left completely in the dark, and thanks to technological advances, it’s really not necessary. Three, one of the UK’s leading telcos, knew this. They wanted their team of customer service and sales to be empowered by knowledge. That’s why they were interested in Now Interact’s Predictive Intelligence technology; they knew that we could help them to deliver a better customer experience, and that our insight could empower their agents to perform at the highest level.
Driving 29,000 incremental sales
Our work with Three involves identifying the customers who require offline assistance in order to complete their purchase and offering them a call back dialogue at the moment that the visitor’s probability to convert is at its highest. These are hot leads that could have otherwise abandoned their purchase.
These contacts reach Three’s multichannel agents through Now Interact’s SiteVision platform. SiteVision provides each advisor with information about the caller’s browser history, as well as a snapshot of exactly where they were on site when they requested a contact. They also have information about if, and how, the consumer behaviour develops while still on the phone and are able to send files back to the caller’s browser.
SiteVision gives Three’s agents all of the tools that they need to succeed. Now Interact has achieved over 29,000 incremental sales, with an additional 192,242 leads generated, since launching with Three in 2014. The success of Now Interact’s work with Three has been such that they have increased their number of dedicated multichannel agents by 40%.
Investing resource in developing multichannel, and omnichannel, teams is vital to growth. Knowing that agents can have access to tools that can help them to complete sales and better help customers, why would you want to leave them in the dark?
For more information about our work with Three, a full case study can be found here.