Powering Agent Productivity and Performance
Driving agent performance can seem overwhelming. How can you ensure agents have access to the most relevant information? How do you deliver real-time coaching?
By leveraging speech and text analytics information, Sitel® Real-Time Agent Support assists agents as they navigate through the customer interaction, accessing appropriate knowledge base articles or prompts to take the next best action in real time. By guiding agents through customer interactions and their work, Sitel Real-Time Agent Support streamlines their tasks and highlights upselling opportunities, driving productivity and performance.
- Prompt next best action
- Access the most appropriate information
- Detect potentially fraudulent interactions
- Replicate the behaviors of your top performers
Unlock the power of your interaction data.
Reduction in Avearage Handle Time (AHT)
Increase in First Call Resolution (FCR)
Faster Detection of Potentially Fraudulent Interactions
Supporting Fraud Detection
Interaction analytics are utilized to assist agents in detecting potentially fraudulent contacts. By flagging high fraud-risk scenarios in real time, and offering coaching and next best action prompts, speech and text analytics guide agents away from risk, driving a 17% increase in compliance and identifying fraud risks 25% faster. Identifying potential fraud more quickly enables you to take action faster, protecting your business and your customers.
Sitel Real-Time Agent Support uncovers potential fraud risks by reviewing past instances and creating a watchlist of flags, such as words, phrases or frequency of contact, to listen for. Each flag is given a score which is used to grade and flag high fraud-potential scenarios. This information is used in real time to steer agents away from risks and ensure they remain compliant with fraud detection processes. By reviewing fraudulent calls, and those flagged as high risk, the process is fine tuned and continuously improved.