Nortel Networks 7400 - Manual (Page 168)

Symposium Agent Greeting 159
Symposium Agent Greeting
Overview
Nortel Networks Symposium Agent Greeting offers contact centres a simple, cost effective and easy-to-use
solution that enables contact centre agents to pre-record standard or multiple greetings that can be played
to each customer before the agent handles the live call. This way, agents in high-volume contact centres are
relieved of the monotony of repeating the same greeting over and over throughout the course of their shift.
Likewise, contact centre agents who answer calls with multiple and unique greetings based on the customers
are afforded that extra few seconds to transition from one call to the next, ensuring the agent is prepared to
give each caller their undivided attention and superior service.
Customer Profile
• Agent Greeting is ideal for medium to large
contact centres with medium to high
inbound call volumes
• Service bureau environments
• Contact centres with skill base routing
• Multilingual contact centres where regional, or
cultural distinctions are business requirements
• Agent Greeting is an excellent solution for Nortel
Networks large base of Meridian 1 contact centres -
this includes Symposium Call Centre Server,
Symposium Express Call Centre, Meridian 1 ACD
and Meridian MAX. It is compatible with any
version of SCCS, SECC and Meridian MAX. It is also
compatible with Succession CSE 1000 release 2.0.
Defining Needs
• Do you want your call centre agents freed from
repeating a standard greeting for each call?
• Do you have agents answering calls for multiple
skill sets or languages that need to be greeted
differently?
• Are you operating an outsourced service bureau
environment where agents are handling calls
from multiple accounts?
• Are your agents working in a high volume (300+
calls per day) environment?
• Do your agents get tired of repeating the standard
greeting, resulting in their greeting becoming flat
and unwelcoming by the end of the day?
• Are you looking for innovative ways to increase
agent satisfaction and retention, saving on
training and recruitment costs?
• Are you aiming for higher levels of customer
retention and customer loyalty?
Typical Applications
• High volume call centres with short call times
such as taxi bookings and paging companies
• Simple or sophisticated, any call centre where
agents are handling approximately 300 calls per
day can instantly see benefit in using this robust
and scalable solution
• Call centres with a large skill set, language or
service offering a mix that requires differentiated
greetings based on call type
• Service bureaus or outsourced call centres where
agents are handling a variety of clients calls
• Any call centre where flat, monotonous greetings
appear after a long day and busy day, impacting
agent moral and customer relationships. (Agent
satisfaction is an ongoing challenge for today's
dynamic contact centres as agents are being
increasingly challenged both by call volume as
well as diverse callers who have unique and often
varied needs.)
• Symposium Agent Greeting is useful in any call
centre where retaining the best and brightest
talent is critical.
Key Points
• Increases agent satisfaction - Agent Greeting
makes agents' jobs easier, giving them extra time
to transition between calls and eliminating the
repetitive or mundane task of repeating standard
greetings throughout the course of their shift
• Improves agent retention and reduces costs -
satisfied agents with high morale are more likely
to stay in their jobs longer, thereby improving
agent retention and reducing costs associated
with training and recruiting