Finesse outbound gadget

Industry: Financial Services Region: EMEA Technology: UC/Customer Care

32% of consumers will leave the brand they love after just one bad customer experience

Forbes. "Your best opportunity for growing business: The customer experience"

Avoiding complaintsA large bank recently reviewed its outbound dialing strategy for a few marketing campaigns and wanted to understand how its agents could be more efficient.At the time, the bank’s agents worked across multiple platform tabs to make calls, write notes, add people to campaigns or do-not-call lists, and more. Oftentimes, the do-not-call lists were missed and call summaries were incomplete, if not absent. This caused multiple customers who had already been contacted and who had requested to not be called again to file complaints. This shuffling between tabs caused agents to lose productivity, as entries would be linked to the wrong contact because of previous errors.Improving the customer experienceCisco was brought in from an IT perspective to investigate possible solutions to the bank’s problem and recommended the Cisco Finesse outbound gadget. This simplified the process for agents, as they could work off a single tab to enter their call results, make notes, put people on the do-not-call list, and add others to popular campaigns. Here’s how the gadget operated:

An agent receives a call and the outbound gadget loads the customer information into a single tab, where notes can be made.

The agent has two options from this point:

Add the customer to the do-not-call list on the fly
Import the customer information to a certain, active campaign that the agent can choose from a drop-down list

With this capability, the bank was able to improve outbound dialing efficiency and add more people to active campaigns, creating better ROI for marketing.