Customers are more open and creative when talking on the phone than writing on a webchat or web form
Challenges in Traditional Customer Engagement Model
Businesses lose half of their hot leads while spending a lot of resources to convert thousand of cold leads
Inbound Lead Conversion
Businesses offer web chat and webforms to engage with the customers in order to reduce costs. They are often slow to get results, require customer effort and only 50% of the hot leads can be converted.
Costly Customer Service
There is a big cost of creating a dedicated customer service in-house or outsourced. In a typical call center, 70% of the cost is the talent cost.
Talk to every single lead with...
In a typical inbound call center, agents are occupied only 30-50% of their shift time. Call centers are often overstaffed to accommodate the swings in the call volumes.
High Staff Churn
In the US, 30% of the call center agents quit their jobs each year which creates the hidden cost of re-hiring and re-training