Customer care is critically important for financial institutions and insurance companies to retain customers who expect a long term relationship. Managers must balance the need to quickly respond to callers against shrinking budgets forced by challenging economic conditions.
VoltDelta’s virtual contact center and voice self service IVR on demand solutions allow managers to proactively enhance customer care – even in the face of budget cuts or staff reductions. It provides the flexibility to centrally manage agents that are located anywhere in the world. Voice self service allows customers to access account information, make a transaction, or update an account at any time. Tight integration of the voice self-service and agent channels provide agents with intelligence upon a transfer to more efficiently answer questions.
The DeltaACD platform has a track record that spans decades of proven performance when it comes to scaling reliability – even during a spike in call volume. It has also achieved some of the most stringent security compliance certifications including Service Level Provider 1 DSS-PCI in North America and ISO 27001, and ISO 9001 in Europe.
- Cross Sell/Upsell: Gathering and leveraging data intelligence on customers provides an opportunity to cross-sell or upsell. Integrate DeltaACD with CRM and database applications to provide information to agents on a customer’s history and preferences, allowing them to know what to offer. VoltDelta’s call routing enables voice navigation to the appropriate customer care agent group or corporate resources based on details associated with the inbound call phone number.
- Satisfaction Verification: VoltDelta’s voice of the customer call recording and reporting application facilitates an ability to search and listen to actual calls. A graphical user interface tracks the entire call from automation to an agent (if required) providing a unique resource for assessing customer satisfaction from the voice of a caller. VoltDelta’s automated voice survey application also provides an opportunity to evaluate customer satisfaction.
- Proactive Outbound Notification: Outbound calling campaigns that are converted to inbound voice automation or agent calls are also an opportunity to proactively interact with customers. SMS messages can also confirm a transaction or notify customers of account activity.