ReadiCall

Customer Experience Management

ReadiCall is a desktop knowledge and call flow tool that provides the structure, verbiage, guidance and optimal call handling processes that are often not available to agents handling inbound customer service programs.

The system provides agents with optimal questions to ask at appropriate points of every call, enabling them to quickly get to the root of a problem and solve it in the shortest time.

How ReadiCall improves agent performance:

• Reduced handle time
• Improved customer satisfaction
• Increased first call resolution
• Decreased hold times
• Improved conversion, up-sell and retention

Targeted Knowledge

ReadiCall automatically directs the agent to the exact paragraph or sentence in the client's knowledge base to find the perfect answer for the customer. The system also dramatically cuts down the After Call Work time by auto-populating post-call notes and documentation.