TCN Inc. today announced the release of its intelligent skills-based routing that again pushes the envelope of virtual call center technology development. In any call-center environment, matching the right agent to the right customer is crucial. Nowhere is this matching as imperative as in the credit and collections industry. High-scored accounts must get to the best collectors. Spanish speakers must connect with Spanish speakers. Agent skills must be matched to customer needs.
Problematically, call centers have had to function in a world of trade-offs: more detailed and complex skills inevitably increased customer wait time. In turn, this led to more abandoned calls and missed opportunities.
Now agencies can have their cake and eat it too. And one slice can be black forest, while the next can be angel food.
TCN has revolutionized the way skills are matched on the back-end, drastically improving connection times. Continue Reading »