Outbound Call Center Featured Article

Enkata Strategic Service Suite to Accelerate Contact Center Transition to Profit Center

October 14, 2008

Traditional call centers were known to be the first point of contact between the customer and the company – whether they were inbound or outbound calls. Today, reliance on just one function is proving to not be enough as consumers are demanding more interaction channels and companies are finding that these cost centers should really be contributing to overall revenue objectives.

In response to this change within the industry, Enkata, a provider of performance management software, has today unveiled the next generation of its Strategic Suite, a ground-breaking solution that is expected to accelerate a service center’s delivery of a differentiated customer experience and transition to a profit center. 

The Enkata Strategic Service Suite is positioned as the only solution available today with features that are designed specifically to help contact centers to increase their selling effectiveness while also delivering first contact resolution (FCR).

This suite offers a packaged sales performance solution, balanced service and sales metrics, automated coaching plans and a rapid deployment option. By leveraging these capabilities, organizations are able to accelerate the service-to-sales transition by providing supervisors with advanced performance management tools to develop confident, effective revenue-producing agents.

"We strive to deliver an excellent customer experience and generate value with every interaction," said Frank Madonna, chief operations officer of BNY Mellon Shareowner Services, in a Tuesday statement.

"Enkata has helped us maximize the value of these exchanges, increase our overall efficiency, enhance our first contact resolution, and help our customers get the most value from our service model."

This latest suite from Enkata introduces several new technology advances into the performance management market that focus on improving sales effectiveness. The products within this suite build on the success of Enkata’s unique Action Analytics platform and innovative FCR solution.

These advances include a Sales Performance Business Solution for tailored sales metrics, dashboards and reporting; FCR, average handle times (AHT) & Sales Correlation Analytics to track the relationship between each one; Automated Sales Coaching Plans with Action Scores; Deep Drill Supervisor Dashboards with “Click to Call” Features; and Enkata Rapid Applications.

"Converting reactive, cost-oriented call centers into proactive, engaging real-time revenue generators is a strategic imperative for call centers and their enterprises," said Donna Fluss, president of DMG Consulting LLC, in the Tuesday statement.

"Within the next eight to ten years, the majority of today's service-oriented call centers will become quota carrying revenue-generating profit centers. It's time for these departments to expand their value to customers by using their strong customer advocacy skills to enhance customer relationships and generate incremental revenue."

"Companies have an incredible opportunity at their finger tips: turning a contact center from a business expense to a strategic part of the enterprise,” said Ronald Hildebrandt, founder and senior vice president of marketing at Enkata, in Tuesday’s statement.

“What they have lacked until now, however, are the proper tools to improve first contact resolution and make the service to sales transition successful. With our new release of the Enkata Strategic Service Suite, companies can deliver an exceptional customer experience and increase customer loyalty and revenue as well."

Enkata has made a strategic move in the industry to identify not only where contact centers are now in trying to drive every day initiatives, but also the challenges they face in making necessary transitions to support corporate goals. In delivering solutions that touch on these core elements, the company can drive demand and support the movement toward increased profit centers.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi

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