Contact Center Agent Desktop Application

The Importance of First Call Resolution

This is what the client want – no wait and somebody with the authority to handle matters for me quickly and personally. First call resolution is properly addressing the client's need the first time they call, thereby eliminating the need for the clientto follow up with a second call.

First Call Resolution has been found to be the single most important key challenge to improving ClientSatisfaction. Poor First Call Resolution has been found to account for a minimum of 30% of a call centers operational cost. Call centre managers must carefully monitor follow-up calls because in addition to being an Indication of clientdissatisfaction, follow-up calls create an overall increased call volume which, in turn, requires more agents. Talk time, the average time an agent spends on each call, is a common call centre performance metric. In general, fast talk time averages are desirable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that clientcalls are not being answered satisfactorily.

Product Description

The ITS Contact Center Agent Desktop Application is based on J2EE architecture and uses the latest technologies rich in internet application. The agent desktop application provides a web-based user interface for the agent. It is fully integrated with the back-end systems to provide real-time information and allow agents to perform transactions online. Using the Agent Desktop, the contact center agent is able to access the following functions:

• Account Profiles
• Account Activity and Statements
• Charge Card Profiles
• Charge Card activity and Statements
• Loan Information
• Islamic Financing Information
• Payment of bills, loans, etc.
• Fund Transfer
• Manage standing order
• Manage holds
• Manage value-added services such as SMS alerts, prepaid phone top-up, etc.
• Create a complaint case
• View products and services
• View currency rates
• Others

The Agent Desktop application is automatically filled (screen pop) with the caller’s information when the call is received using account number or ID entered by the client in the IVR. This saves the time of the agent, gives a full picture of the client, and eliminates the need to re-identify the client. The Agent Desktop application has a built-in soft phone that allows the agent to receive calls, make outgoing calls, transfer or conference calls and change his status, all within the application. The agent does not have to use his handset to perform telephony operations the soft-phone also displays the active call information, which includes:

• Caller’s telephone number
• Call Reference
• Start Time of the Call
• Duration of the call