Customer expectations are evolving. Contact Centers must stay nimble, responsive, and efficient. A comprehensive property resource system used by Real Estate agents nationwide, faced this challenge head-on. With a Contact Center employing over 40 agents, this client needed a solution to streamline interactions, reduce Average Handle Time (AHT), and improve agent efficiency without adding additional staff. They turned to Workflow Automation solutions, marking the start of a remarkable digital transformation.
The Challenge
For this comprehensive property resource system, managing property inquiries and technical assistance across multiple systems presented significant hurdles. Previous setups required agents to navigate various platforms, leading to inefficiencies and error-prone processes. Not only did this increase the average handle time, but it also complicated training and consistency in customer responses. They needed a unified solution that could seamlessly integrate existing systems and provide an intuitive, guided experience for agents.
The Solution
By implementing a flexible Workflow Automation solution, this client was able to consolidate its tools into a single, unified interface. This connected platform provided a seamless experience for agents, enabling them to access all necessary information without switching between systems. From intuitive prompts that streamline data collection to automated processes that support multi-tiered customer interactions, this new system completely reshaped operational landscapes.
Incredibly, the implementation took less than 60 days—a quick turnaround for such a transformation. This client saw immediate benefits, including a staggering 50% reduction in AHT. The streamlined workflows and easy-to-follow guides also simplified training, enabling new agents to become proficient in record time.
Key Outcomes
The impact of automated workflows on this comprehensive property resource system’s Contact Center has been transformative. Here are some of the most impressive results: