Wrap Up Manager Increases Closure Rates |
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 Specific and defined monitoring can increase closure rates, by identifying when there is still an opportunity for a revisit to a customer, or prospect, before the opportunity has passed. Wrap Up Manager compliments the concept of quality monitoring, by adding an extra dimension.
So how does it work?
After a call has finished, a pop up screen will appear on the agent's workstation. From a drop down box, the agent will choose a code to determine the outcome of the call. If an enquiry occurred and the customer showed resistance to buy, due to a specific reason, due to the fact they were only gathering information for future reference, the associated code will be entered and the agent can plan follow up actions, through the use of a diarised planner, and add any relevent supplementary comments.
The wrap up codes can then also be analysed by a supervisor, team leader or a manager to build databases of call outcomes in real time to enable analysis of campaigns and to measure performance effectiveness, to increase sales and improve closure rates.
For further details regarding Wrap Up Manager, please contact your account manager or call us on 01474 561111. Alternatively, you can use the contact page of this website.
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