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All you need to know about ITS in a call center

In call centers’ context, ITS stands for issue tracking system. It is also known as trouble ticket system, support ticket, request management or incident ticket system. An ITS is a computer software package that manages and maintains lists of issues, as needed by an organization and is used in its customer support center. They are basically used to create, update, and resolve reported customer issues, or even issues reported by that organization’s other employees. As a matter of fact, support ticket should include vital information for the account involved and the issue encountered.

Issue tracking system
Issue tracking system

In most cases, an issue tracking system also contains a knowledge base containing information on each customer, resolutions to common problems, and other relevant data. An ITS is similar to a “bug tracker”, and often, a software company will sell both. In fact, some bug trackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the “hallmarks of a good software team” as it enhances the quality of customer service.

Knowledge base software
Knowledge base software

A ticket element, within an issue tracking system, refers to a running report on a particular problem, its status, and other relevant data. They almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user’s issue or request. Also, they are commonly created in a help desk or call center environment

Support ticket
Support ticket

As far as issues are concerned, they can have several aspects to them. An urgency value may be assigned to each issue in the system, based on the overall importance of that issue. Of all the issues, low or zero urgency issues are minor and should be resolved as time permits. Other details of issues include the customer experiencing the issue (whether external or internal), date of submission, detailed descriptions of the problem being experienced, attempted solutions or workarounds, and other such information.

 

 

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Uses of automatic speech recognition system: II

1. Provide quick access to information:

Automatic speech recognition system is the best available technology if you have customers who need fast access to information. There are many circumstances when customers do not actually need or want to speak to a live operator. This happens when they have little time or they only require basic information. In such cases, speech recognition can be used to reduce waiting times and provide customers with the information they need. Using a speech recognition system, incoming customer calls are filtered according to requirements and those wanting basic information are automatically directed to the speech recognition system that quickly evaluates the nature of the enquiry through a series of prompts. However, there is an option to speak to a live operator at all times for the caller’s convenience. In addition to all this, the average call time is reduced significantly with the use of this amazing technology, hence, freeing up skilled agents for more complex calls.

Quick access
Quick access

2. Intelligent call steering:

Automatic speech recognition system provides an option of replacing complicated and often frustrating ‘push button’ IVR. This is done by leveraging the ‘intelligent call steering’ (ICS) which does not involve any button pushing. The system simply asks the customers about their requirements and then transfers them to the most suitable resources to handle their call. As an example, in some companies, callers dial a number and are greeted by the message “Welcome to ABC company, how can I help you?” The caller is then routed to the right agent within 20 to 30 seconds of the call being answered with misdirected calls reduced to as low as 3-5 per cent. Moreover, the system can more accurately assess the nature of the call and transfer it to the most appropriate department in the very first attempt. This further helps in reducing the call waiting time and exempting misdirected calls to a large extent.

Reduced call waiting time
Reduced call waiting time

 

 

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Tips to reduce average handle time: II

1. Inculcate short and pleasant customer greetings:

Visitors love being treated appropriately. Therefore, opening and closing greetings are critical to create a positive customer experience and also help in reducing average handle time. Whether automated or manual, it needs to be ensured that such greetings are short and pleasant. Instead of asking unnecessary questions, relevant questions should be asked such as “Hello Mr. ABC, how may I help you?”. Apart from reducing the average handle time, this would also instigate the customer to come directly to the point. Moreover, he/ she would definitely get impressed with the brand’s friendly attitude. Conversations can also be personalized by keeping the customer’s data up-to-date.

Customer greetings
Customer greetings

2. Ensure system efficiency:

Call center managers must ensure the system’s efficiency. In other words, every aspect of the system should be efficacious including the load time, number of window tabs that could be opened at one time etc. This is crucial because when system response time is slow, agents wait longer for their computer screens to refresh which adds unnecessary minutes to the overall call. Therefore, managers can take note of their system efficiency during the busiest hours of operation in order to employ strategies to reduce AHT. Moreover, the telephone lines should be up and running, with 100% voice clarity and multiple menu options such as mute/un-mute, record, etc.

System efficiency
System efficiency

3. Leverage knowledge repository:

The call center agents should be provided with necessary knowledge base so that they can quickly identify the relevant answers to some tough queries. Such that instead of thinking about the tough questions asked by the customers, the agents can quickly check the knowledge base to find the right answer, hence reducing the average hold time and eliminating customers’ dissatisfaction.

Knowledge base
Knowledge base

4. Make use of self service technologies:

Self service technologies such as the IVR technology helps in improving the efficiency of the customer support system. IVR collects basic customer information, presents answers to common queries such as address, hours of operations, and routes the calls to the right agent, which saves a considerable amount of time. Therefore, you need to make sure that your call center is equipped with an efficient call center software with features such as ACD, intelligent IVR system and skill-based routing. These self service technologies reduce the workload of the agents to a large extent.

IVR technology
IVR technology