Mobilize your experts and expand your contact center to enrich the customer experience.

Any company that has sales people or field agents who move around a lot know the challenges that emerge when customers call into the contact center and want to talk to a specific sales representative, or to know about their specific field installation or service. The challenge is in reaching the mobile employee without giving out direct cellular numbers to customers and in dealing with peak call volumes.

Currently, if the requested person is not in the office, the contact center leaves a message and promises that the person will call back. This can be improved tremendously if the requested mobile employees have the opportunity to indicate whether they can take a specific call, and communicate with the contact center by sending a note about her next availability. All this needs to happen discreetly, as the employees are most likely with other customers and do not want to disrupt that meeting.

Deal with calls intelligently

When a call comes in, the mobile expert is given details of what the call is about, and based on the information can choose whether to take the call or not.

Reaching experts through the contact center results in improved First Call Final Resolution and customer satisfaction, as wait time for customers is reduced, and they get more accurate information e.g. “Is it possible to review the terms of my mortgage?” or “When will my line be activated?”

Track mobile interactions

During and after the call, the employee can take notes on their mobile device, either as free text or pre-defined forms and attach those easily into the call information. Thus the record of the customer interaction is kept up to date in real time, resulting in deeper understanding of your customer relationship.

Expand your contact center

Mobile experts enable you to expand the reach of your contact center dynamically as need arises.

Managing sales calls

Sales staff move a lot inside their office building, and between various customer locations. While away from their desk, they have their mobile phones with them, but the problem is how to easily take the contact list, calls for today, with them. One can synchronize the calendar, make special to-do items, or use other semi-manual means of copying data from the PC to the phone and back.

It is however much more effective if the contact center sends the customer call information automatically to the sales representatives. The sales representatives have a mobile application on their phones, with a “my next call” feature. By requesting the next call the sales representatives would receive the next person, phone number, reason for call, and a brief history note. During or after the call, the sales representatives would make brief notes, submit those back to the contact center.

The above is easily implemented with the Lekane solution, which is designed to support outbound campaigns. The scenario is applicable the minute a sales representative steps away from his or her desk, and can turn idle minutes in traffic, coffee shops, check-in lines, or commuting into valuable sales opportunities.