Depending on whether you are making inbound or outbound calls, you can enable the feature. Sticky Agent can be enabled when using auto-dialers.
The importance of trust in business cannot be overstated. In other words, People construct trust over time after numerous interactions with the same person. The same applies to interactions with customers over the phone. Callers who call within a specified threshold time are connected to the same agent by a technical term called “Sticky Agent.” Essentially, it is the process of connecting your customer with an agent they already know. Knowing that someone knows their caller/customer history every time they call allows your customers to relax.
This leads to:
- Customer service that is better
- Resolutions that are faster
- Conflicts are less likely
You don’t need to ask your customers the same question or explain the same issue more than once. Customer satisfaction increases as a result of a reduction in call wrap-up time. Some cases, like customer relationship management, can benefit from this amazing solution. There are many industries that benefit from it, such as real estate, concierge services, customized travel advisories, and financial services. Besides emergency services, it can also be used to resolve complaints and escalate issues. It is being offered by many businesses as a premium service to selected client groups as well.
Knowlarity developed a custom Sticky Agent module which works as explained below:
A customer who has talked with an agent previously will be routed to the same agent when the call is received.
As a result, clients will save time and be more satisfied because they will be able to talk to the same agent as they are having a conversation.
Choosing when to enable sticky agents is the first step before assigning them. It is not necessary to divert all your calls to Sticky Agents. Sticky Agents can be configured for specific skill groups, calls from a specific source, or specific types of calls.
Why Sticky Agent?
The Sticky Agent feature promotes trust and relationships. Callers/Clients who speak with the same agent during a sale find it easier to complete the sale, as all interactions and communications take place through the agent. As a result, conversion rates are improved and trust is built. Customer complaints are handled by the same agent, and they are more liable to meet their commitments when that agent speaks with the customer.
Do you prefer doing business with someone you know and trust or with someone new and unfamiliar? The business of trust is sticky. Quite literally. Over time, people build trust after numerous interactions with the same person.
As a result, customers have a better experience, resolutions are faster, and conflicts are reduced. Typically, customers/prospects in industries such as education, property, and financial services are mapped to a single counselor/representative.
The Sticky Agent enhances the customer’s call by:
Calls with a minimum of on-hold time
It is extremely frustrating to keep callers on hold! Customers call sales agents to discuss products and ask questions about them. As a result, the customer is informed about the product through that agent, and the call ends. When a customer calls a sticky agent, he or she will be connected to the same agent who has answered the first call. Because the call is picked up directly by the concerned sales agent, the customer knows that agent will understand him better than one who has to search and fetch the agent by putting the call on hold.
Problems don’t have to be repeated by customers
The customer’s call is received directly by the agent, reducing the customer’s work as he doesn’t have to repeat the issue to the agent, while the agent is also familiar with the customer’s needs. In order to connect a customer and a sales agent, a sticky agent is necessary. Sales executives who work with the same client understand them best. It is therefore preferable that the same sales agent picks up the call to enhance the customer’s experience.
Solving a query is easy
You receive calls from customers for what reason? Obtaining a solution to their query, resolving issues, or solving any other issues they may have. Each day you receive a large number of calls and have to manage them. Everything will go wrong if there is no proper system for managing all the calls.
Nevertheless, a sticky agent simplifies the customer’s experience by solving the query in one go and enhancing the call experience. The customer’s query is resolved by the right agent picking up the call, which makes the call experience worthwhile.
Leads to a Faster Point Resolution
Nowadays, customers expect their calls to be answered faster than ever thanks to smart solutions and growing technology. Due to the number of options available today, people don’t have time to hold back on one caller only, instead, they switch to another competitor if they are not being heard.
Whenever a caller decides to call you, he expects a better call experience, and a sticky agent improves their experience and speeds up the resolution of their issue.
Management of call flows in an efficient manner
Customer issues are very common, and sales agents cannot resolve them due to their solitary behavior or because they provide incorrect information.
Transferring the call from one representative to another can lead to heated discussions. By directly connecting the call to the appropriate agent, the sticky agent helps streamline the call flow management process. In addition to being acknowledged and listened to, the customer enjoys the sense of being cared for.
