Expand your customer communication by including a personal touch - Output Management with Infinica in Call Centers

Within a short period of time the communication with the customer in a call center situation goes through many phases. Factors for a successful customer communication are immediate pick-up of the call, fast and competent response to the questions of the customer as well as sending individual information material reflecting the individual needs of the current customer problem. It is exactly this last step of the customer communication cycle which still gets neglected by companies, although it is the only step which provides the opportunity to give the customer long-lasting information – documents. Only by including this last mile of interaction can the conversation be transformed into a sustainable communication with the customer.

Infinica helps your enterprise to compose documents of personalized and appropriate quality without any time-consuming process for your call center agent.

Post-call Silence

The call is over. The agent succeeded in leaving a positive verbal impression. The customer will hopefully remember the information provided over the phone. The general information letter would have been too extensive and the information would have been distributed over three different documents. Time to create a personal email is not given – next call.

Another chance to offer your customer a better service is lost. What are the reasons for this negligence?

• Existing documents contain valuable information but are too long
• Time restrictions to create a personalized document
• Currently no dynamic document generation is available
• Inclusion of text notes taken into the CRM system during the call cannot be included dynamically into documents.
• Composition of existing text blocks is not possible.

Although all of the above factors play a central role, it is possible to solve these problems with a systematic approach and the right document generation platform – INFINICA.

Post-call Communication

In order to enable the call center agent to generate personalized and situation-driven documents it is necessary to have a set of text components in a modular library which can be used to compose the document dynamically.