OutStart for Contact Centers

Industry leading learning solutions and a next generation self-service knowledge-sharing solution to meet your most pressing needs.

OutStart for Contact Centers and Customer Service is a comprehensive solution that can help increase customer satisfaction, increase problem resolution rates and decrease support costs by increasing the know-how of everyone who touches your customers and by improving your customers' ability to serve themselves.

Help Customers Serve Themselves

OutStart is helping companies realize significant benefits from a simple, but powerful concept - enabling customers to get assistance online, from both traditional online self-help solutions and customer support communities. By leveraging both, customer service costs are minimized while customer satisfaction is maximized.

OutStart for Customer Service has helped companies shift up to 25% of inbound call and email volume by providing the industry's first complete self-help community solution. The combination of self-help and customer support communities is mutually reinforcing; customer support communities efficiently provide high quality answers to new questions that can then be added to existing knowledge banks to improve self-help, thereby increasing total call avoidance.

Increase Service Proficiency

Your services channels are ambassadors to customers. When front-line people "touch" customers on a daily basis, it's critical that they properly represent, support, and service a company's products. Their knowledge, professionalism, and understanding of a company's products will drive sales and customer satisfaction.

OutStart for Customer Service enables you to train and continuously monitor the ability of Service representatives to support products. It ensures that these teams have the proper knowledge to succeed, deliver results, and keep customers happy. And it identifies representatives who lack the required level of knowledge and gets them up to speed quickly - before a problem can occur.

Get Started Fast

A real challenge to most knowledge base approaches is the time to build enough useful knowledge to get started as well as the time to maintain and enhance the system. The result is a long time to kick-off, limited knowledge, and high-costs.
OutStart offers a next generation approach that overcomes these significant barriers.

• First, OutStart offers connecters and a data sources, including the Internet, document managers, and ERP and CRM systems that can immediately populate the knowledge bank. Additionally, the system can incorporate learning objects that are part of existing training courses. This enables you to take advantage of the incredible depth and breadth of knowledge that exists within training courses without having to take the entire course.

 

• Second, new knowledge can be captured using the familiar tools that subject matter experts use daily, such as email, MS Office and MS PowerPoint. No "special" training is required. Knowledge publishing is as simple as replying to an email or using the "Save As" function.

 

• Third, answers not found in the knowledge bank can be immediately escalated to community forums and experts using approved business processes that track and best insure rapid, appropriate responses. Experts simply reply to emails and the requester is immediately notified of responses. No need to constantly check back into the system for answers.

 

• Fourth, knowledge integrity is maintained through a drag-n-drop business process engine that allows you to control the validation and publishing of knowledge, as well as the escalation process to different expert levels.