Solutions for Reducing Call Handle Time

A key metric for many call centers is average call handle time. It's clear why companies monitor this metric closely—the longer the call, the greater the expense to the organization and the greater the burden on the customer. For many organizations, the calls from website customers who were unable to complete their transactions online can be the longest and most expensive. Because call center agents have no visibility into what the customer did online, valuable time is wasted trying to diagnose where things went wrong before the transaction can be completed.

By providing the agent with complete visibility into customer web sessions, Tealeaf makes short work of diagnosing where things went wrong online, accelerating problem resolution significantly. Agents can also shadow-browse with customers to coach them to successful completion of the business process.

Tealeaf gives you the tools and insight to:

• See exactly what the customer saw and did on your web site through their eyes with session replay and at-a-glance activity reports.
• Reduce call handle time by eliminating the diagnostic questions usually required to get to the bottom of failed transactions and other website issues.
• Resolve more problems at the first point of contact instead of requiring resources from multiple (more costly) functional teams.
• Improve agent efficiency by increasing the number of web-related issues they can resolve.
• Free your customers from serving as the diagnostic tool for Customer Service.
• Deliver enhanced and immediate support without distractions and risks via seamless, controlled, and secure access to customer sessions.
• Make more-informed decisions by enabling business users and usability teams to see first-hand what customers experience.

"Tealeaf has totally changed the way we handle customer issues — it now allows us to serve our customer's needs at the first point of contact. Every customer service team should have Tealeaf." - Vice President of Ecommerce, Levenger