Powering the world’s most engaged Call Centres
Truly connect with your customers
With our solutions Customer Services Centres are able to truly connect with and support their customer like never before.
With hyperconnected customers expecting perfect service every time they deal with a brand, the pressure on agents is at an all time high. With attrition in call centres as high as 35%, Xaleon has created a solution that is not only good for the customer, but also good for the agent.
The Hyperconnected Customer
Customers’ expectations are not only changing in terms of the speed in which they expect, but also the channels they have access to. Long gone are the days of phone-call centered agencies. Chatbots, Live Chat and Voice Chat are some of the new communication methods that customers expect. Furthermore, these customers are now hyperconnected and have access to digital channels in every waking moment.
Expectation spillover cannot be avoided by any sector, least of all Customer Services who will feel the effects of it more than any other industry or sector. With customers experiencing better customer services and engagement from technology-based companies, the expectation for a seamless digital experience in every sector is growing faster than they can respond.
One of the biggest issues in Customer Services and Call Centers is the high agent attrition. With multiple challenges to overcome each day, and frustrated customers, agents face burn-out faster than staff in any other sector do. One of the biggest burdens for agents is the inability to see the customers issues – communication over Live Chat and Phone takes time with frustrations getting higher with every minute that passes.
Communication and Collaboration are key
In order to combat the key issues that most call and service centres battle on a daily basis, Xaleon created the Support Suite. Empower your agents to seamlessly and quickly get to the root of any query or issue a customer may have by using a range of tools, including Co-Browsing to achieve a better First time Resolution. Xaleon’s solutions are up to 40x faster and 30% more successful than current solutions in the market.
Gain actionable insights like never before
With Xaleon’s core features, not only do you gain automation in terms of balanced agent routing, but you also gain insight into your Customer Services or Call Centre that consistently support you in improving the customer experience as well as your agents experience.
Xaleon’s Engagement Platform provides us with an end-to-end solution, the value of which I cannot overstate; everything from first sales contact, customer on-boarding, problem-resolution and of course, gathering real-time insight into our customer’s barriers and problems has significantly improved our entire Customer Experience function.
Director of Sales
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