Providing a best in class experience while meeting regulatory and compliance requirements is top of mind for financial services firms. Using Click2Coach, you're able to ensure you have the tools in place to record PCI compliant interactions while getting the assurances and customer experience data you need to manage your contact center.
Keep customers satisfied by recording interactions, evaluating and coaching to improve service levels
Record important interactions for compliance and to help with dispute resolution
Customer interactions are stored in the secure cloud or on premise within your data center
Increase collection rates and promise to pay rate
28% increase in sales | 46% time savings | 23% improvement in quality scores
With competition only a click away for most financial service companies, never before has it been more important to provide an exceptional customer experience. Customers no longer call for simple inquiries, such as, bank balances, they use the web and self help channels for these simple inquiries. Customers call for more complex items and accurate information from effective, helpful and courteous agents is expected. Click2Coach helps you prepare your agents through ongoing interaction analytics, evaluation and coaching to ensure they're prepared for the call.
Having recorded approval of verbal authorization of transfers, trades, etc. is required by Federal law. You'll know these interactions are stored securely withing Click2Coach and easily associated with a customer account number, social security number or other identifier so that you can quickly recall them when needed. Furthermore, you'll have all the tools necessary with our solution so you can use recorded interactions to coach and train agents to provide an improved customer experience.
Privacy and security of personal information is mandated from the public. You can rest assured that with Click2Coach, whether stored within your data center on-premise or in the secure Microsoft Azure cloud, your data is safely encryted during transit and at rest. Only authorized users with appropriate secure credentials can access recorded data, so you can focus on improving your customer experience, quality and agent effectiveness without worrying about security.
Improving collection and promise to pay rates is top of mind for many financial institutions. Using Click2Coach, you'll have a recorded approval of verbal authorization for commitment for payment. In many cases this will be sufficient to initiate a transfer. Furthermore, you'll have all the tools necessary to use those recorded interactions to coach and train agents improve promise to pay rates in the future and share best practices across groups or even contact center sites.
“The success of Seattle Metropolitan Credit Union is defined by our members and the products and services they enjoy from SMCU. Our contact center is key to delivering a successful member experience. Envision Click2Coach® not only helps us remain compliant, but also assists our agents get the coaching they need to deliver tremendous member experiences.”
Contact Center Manager
With Click2Coach, you have the very best workforce optimization solution available on-premise in your own data center, or in our secure Click2Coach Cloud hosted in Microsoft Azure. We also offer the path to start on-premise and migrate to the cloud later, which gives you the flexibility and assurance that your data will follow once ready. Flexibility, security and best in class features and performance is our customer promise.
"Click2Coach not only helps us remain compliant, but also assists our agents get the coaching they need to deliver tremendous member experiences."
- Lynn Roberts Contact Center Manager, Seattle Metropolitan Credit Union
"Click2Coach is a terrific tool, as it is applicable every day in our contact center."
- Dustin DeGroot Customer Service Team Lead, Nike Golf
"Click2Coach is a tool with which we measure our quality of sales service and use the results to refine the coaching process towards gaining optimal customer service."
- Marcus Adä Vice President Sales, Ingram Micro
Our Click2Coach solution allows you to capture interactions through call recording, web chat, email and social media. See the interaction from your customer’s point of view, as well as, the agent’s. Find calls simply using Click2Coach’s simple web interface and take action.
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Make an intelligent impact in your contact center and to your business with the data from customer interactions
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