Call Center - Contact Center
Simple Decision Tree Mapping Tool for Contact Centers
The goal for any contact center is to get the answer right first time. Employing many people with a potential for shift work and high staff turnover, contact centers face a major problem ensuring that information that is detailed and changeable is current for all staff.
Mapit Designer enables you to break down that complex information in a way that is logical and easily followed - not only by your Customer Support Representatives (CSRs) but also by your customers.
The reason most people call your customer support center is to ask a question: "How do I do....?" or "If I bought this product would it.....?"
Scripting Tool/Decision Tree
Mapit Designer allows you to configure your information to map that customer interaction. This is called a decision tree. Start with a frequently asked question and map out all the possible paths that follow from that question.
You can capture Yes/No type answers ("Do you earn more than $40,000 per year?), or more complex Multiple Choice questions ("More than $40,000 + two children under 10 year old) that lead to differing answers based on the combination chosen.
The end result is that a subject matter expert can create simple, easy to follow scripts for agents or CSRs that lead to the right answer every time. The decision tree that is created with each contact center interaction can be captured and stored or exported to another application if required.
Find out how one Mapit Designer client uses over 60 scripts to deliver sophisticated information through 180 Customer Service Representatives to tens of thousands of callers per month.
"This software program is very easy to use; and has improved the compliance within large groups of people [in the organisation]."