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"How Do I Reduce Operating Costs?"

Callflow Software helps you maximize efficiency in your branches, service centers or stores.

Using Callflow's solution, you can expect to see the following parameters significantly improved:

● Agents Service Time and Workload – reduced by 5% or more
● Agents Idle time – reduced by 5% or more
● Agents Versatility and multi-tasking – increased

We can easily demonstrate how such improvement can be achieved:

● Callflow's management tools provide total control over agents performance, at all

    times. Using online reports and alerts, managers can supervise the service process,

    identify delays and help agents speed up customer flow.
● Callflow's self service kiosk gathers initial information from customers – such as who

    they are and what type of service they require. The system presents this information

    to agents, alongside additional details such as customer history and particular

    service or marketing instructions. Agents thus need to spend less time interrogating

    customers and looking up data on their computer.
● Callflow's call-forward channels include audio and visual announcements for waiting

    customers. Customers approach agents faster, and save agents time.
● Callflow's Calendar reduces randomness in the service process by pre-determining

    customer arrivals and service durations. Higher predictability means better resource

    allocation and greater efficiency.
● Callflow's load-balancing tool can automatically distribute customers between agents

    based on queue length, agent skills and availability. This eliminates the common

    situation, where one department is overloaded with long-waiting customers while

    agents in a nearby department are idle, waiting for customers.
● Callflow's staffing optimization module can calculate, based on historical data or

    manual entries, the optimal level of staffing required for each branch and service, at

    particular days and hours. This ensures you deploy the minimal number of agents

    required to maintain your service level goals.

The bottom line: Callflow's solution helps you streamline the service process, improve agents efficiency and reduce branch operation costs. Many organizations reported a reduction of 10% or more in staffing levels after 12 months of use.

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