VAgent offers another very useful feature called Sticky Agent. This allows customers to connect to the same agent who assisted the customer the first time so that they do not have to keep explaining the issue/problem over and over again. Customer would talk to an agent who knows his issue/problem rather than talking to new agent every time they call. This increases customer happiness and satisfaction. This feature is extremely useful for escalations and complaint desk.
We have developed a Sticky Agent module along with our VAgent that work as follows:
If your focus is to keep your customer happy and have a good customer service then Sticky Agents is a perfect feature that can be added to your IVR.
Since the same agent is assigned to take care of the customer, the agent would try to ensure that the customer is happy.
As the agent would have a complete background of the customers issue, it would be easier and faster for the agent to resolve the issue.
The Customers do not have to repeat their issue, each time they call and the agents are aware of the customer’s requirement. Hence it connects both the agent and the customer.
If the customer is unhappy with the agent, customers can provide a negative feedback, in such a scenario the sticky agent can be change to some other agent.
A few of our very wide list of clients whom we have served & managed.
We offer customize plans based on your requirements.