Customer profiling
Customer profiling is very important in the area of call-centers, where the diagnosis and resolution of problems posed by customers is strongly influenced by information on the customer’s profile, that address:
– the resolution strategy
– the urgency
– the skills necessary to provide the answer
The problem
Incoming calls at call centers follow predefined and non-personalized routes through automatic responders (IVR), with a double disadvantage:
– each call must follow the entire route, with consequent long response times and line clogging
– often, the operator to whom a call is assigned is not the most suitable to provide the requested advice
The tools that allow adequate customer profiling are therefore fundamental. Through profiling techniques, in fact, it’s possible to automatically assign a profile to the customer during the call, and to optimize the management of the requests.
The solution
Revelis offers technological solutions for customer profiling that allow the customization of the “path” followed by calling users, trying to anticipate their intentions.
In that way, taking advantage of the knowledge of the user’s profile, the call is automatically forwarded to a “competent” operator with a minimum number of intermediate steps.
User profiles can be evaluated automatically or can be predefined according to rules set by call center managers, through simple interfaces that do not require technical skills for their use.
