Industry: Service Provider Region: EMEA Technology: UC/Customer Care
An international telecommunications company began experiencing a lack of engagement among its agents, mostly due to frustration and burnout. When its executives dug into the issue further, they noticed that some of the frustration came from the agents’ inability to track the progress of an individual outbound dial they made in “nailed up” mode.
Agents were irritated at the fact that they never knew whether the call was being dialed, whether the person on the receiving end had a busy tone, or whether the call was still trying to connect. There was only the absence of noise. The agent had to determine the call’s progress based on intuition and a gut feeling.
Cisco CADI services entered the scene at the right time for this telecommunications company. Fortunately, it had a pre-packaged application that was used in many other engagements to help other customers solve the same problem in their contact centers.
The CADI team implemented a TLC script with Session Initiation Protocol (SIP) normalization, which enabled mobile agents to receive a 180 ringing SIP message (ring-back tone) or a busy tone to help them instantaneously understand the status of a call they were making when they were in “nailed up” mode. This was especially important when the mobile agents needed to call a customer back after getting disconnected or call a customer back who was put into the queue overnight and requested a callback. Now, agents could hang up the call without waiting for the call to drop.
With this ability, agents could improve upon their productivity and help more customers who called in with technical difficulties.
