[24]7 Active Share: Bring Your Voice Calls into the Digital Age
[24]7 Active Share provides contact centers and business process outsourcing (BPO) companies with a digital upgrade to traditional voice support. This upgrade empowers voice agents to deliver personalized, interactive content directly to callers on web and mobile channels during a call. It works natively on web browsers without requiring any plugins, apps, or add-ons to be installed or significantly modifying existing voice infrastructure.
Your customers can make faster and more informed decisions during a call, after agents show them digitized relevant information such as product or plan comparisons, account verification, terms and conditions, disclosures, payment plans, or a list of channel packs. Faster decisions result in lowered average handling time (AHT) and increased customer satisfaction, resolution, and revenue.
Allow voice agents to detect when a caller is online and send an SMS or Email invitation via a secure web session
Quickly and easily push personalized interactive content, known as Active Cards, to customers across any mobile device.
Allow callers to visually see what agents are explaining and respond back securely with ease.
Shorten agent handling time for complex conversations like confirming program disclosures and accepting terms and conditions.
With [24]7 Active Share, agents can provide customers with custom visual content during their voice conversation. Content is delivered through two types of Active Cards–static and dynamic cards.
A smart solution for contact centers and BPO service providers, [24]7 Active Share allows agents to collaborate with customers by pushing Active Cards through a secure session to the caller while maintaining the caller’s privacy.
[24]7 Active Share offers an easy-to-use tool that allows users to create custom cards with in-built templates and assets. The tool provides a responsive design that delivers cards consistently across devices.
[24]7 Active Share can automatically draw and display data from your CRM system in Active Cards. Customers’ responses added to Active Cards can instantly be updated in your CRM.
During a voice call, [24]7 Active Share allows visitors to share images with agents in real-time. At the same time, agents can retain a copy of the images for their records.
[24]7 Active Share allows you to create Active Cards and repurpose them across a range of [24]7 voice and digital solutions to ensure visibility, consistency, and alignment across channels.
With [24]7 Active Share, agents can view and co-scroll Active Card content that the customer sees on their screen. This allows agents to assist and collaborate with customers without having them to relinquish privacy or control.
With [24]7 Active Share reports, a BPO service provider or contact center can manage compliance and control quality of the interactions. Out-of-the-box reports are available for Agent Usage, Invite Metrics, Transcripts, Transaction, and Session Quality.
Boost collections, reduce AHT, and increase conversion by pushing personalized Active Cards to customers to review charges, choose plan options, applications, or compliance.
Speed up Terms & Conditions review by pushing Active Cards with long legal notices and enabling customers to upload images to file a claim.
Let subscribers activate and manage their accounts, compare plans, and simplify troubleshooting.
BPO service providers can increase sales conversion by showing travelers their options—flights, hotel rooms, car rental and more.
When customers can see all the options for themselves, they’re more likely to purchase.
Improve First Call Resolution up to 25% with [24]7 Active Share, a digital canvas that agents can use to share information visually and collaborate with callers.
Business process outsourcing (BPO) is the hiring of another company or vendor to handle different components of your business. It is essentially the outsourcing of non-primary needs to a third-party. You may decide that a different company can execute various tasks better, cheaper, or more efficiently than you can in-house.
Outsourcing is a practice that involves hiring an external organization to perform business functions in place of performing this work internally. Companies typically outsource non-essential activities or roles so that they can focus on core responsibilities and maximize efficiency internally. Some business operations that are commonly outsourced include customer service, IT management, accounting, and marketing.
Offshoring is the process of relocating business operations to a foreign country or different location. Unlike outsourcing, companies that offshore often delegate core responsibilities to an internal team working remotely. Offshoring can help companies save on labor costs and resources, as well as take advantage of tax benefits.
One way to ensure that your customers have a great experience is to outsource your customer service operations to a call center. By doing so, you can offload the responsibility of providing great customer service to a company that is experts in the field.
Learn about the 7 key benefits of outsourced call centers.
There are 4 things you can quickly do to improve customer service continuity:
Learn more about customer service continuity.
When the global pandemic struck, companies around the world scrambled to move to a work from home call center model virtually overnight. Now, many organizations are embracing the flexibility remote work can offer employees as well as the cost savings and other business benefits. And a dispersed workforce makes it easier to ensure a seamless customer experience in any event.