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Efficiency is always a top priority, but never more than in tough economic times. The trick is to maximize process and productivity while not compromising caller satisfaction, which can have an impact on the bottom line. While call centers strive to increase average-speed-of-answer (ASA) and capitalize on selling opportunities under the pressure of budgetary constraints, consumers are becoming more discerning about every dollar spent and less inclined to divulge personal information.

Customer Management Insight indicates that the average call center tracks more than 25 metrics, however 80% of the value a business receives from performance measurement and management in a call center can be derived from five metrics. Those five include: Cost per Call, Customer Satisfaction, First Contact Resolution Rate, Agent Utilization and Aggregate Call Center Performance. Each of these five KPI's are positively impacted by enabling agents to have access to detailed information on a caller before picking up or initiating the call. These agents are able to verify data, gather additional information and conclude an inquiry with better results, in record time and with greater customer satisfaction.

Solutions Tailored to the Call Center Industry

There is a tight correlation between expedited call handling and customer satisfaction. Further, caller satisfaction is increased as customer service representatives (CSR's) armed with real-time verification data have to ask fewer questions and are able to address the reason for the call in less time.

• Call centers equipped with the latest lead verification, data enhancement and data capture technologies enable agents to have access to detailed information on a caller before picking up or initiating the call. These agents are able to verify data, gather additional information and conclude an inquiry which improves customer experience and boosts efficiency. With as little information as a phone number, using an API to connect to V12 Group's Data Validation recognizes inbound callers within milliseconds of the call initiation, drawing details from a database of over 208 million consumers. Name and address information are delivered instantly into the call center platform. This enables call center agents to focus on verification rather than data entry, thus significantly reducing the time per call and minimizing errors.


• The efficiencies generated using V12 Group's Data Validation extend beyond cost savings associated with reduction of call time and include greater accuracy for data capture and order fulfillment. All data accessible through V12 Group's Data Validation is current and accurate, which means additional cost savings.


• V12 Group's Data Validation will enable agents to capture 'blind' identification of unhappy customers offering information and insight that would otherwise not be available. With just a phone number, V12 Group will enable real-time name and address capture to ensure you have accurate data for your customer retention, re-targeting or marketing efforts.


• Data Management Platform: At V12 Group, our team works with you to understand your business objectives and then we identify, consolidate and integrate the data from within your organization's disparate source systems into one consistent informational repository. The result is on-demand decision making environment that goes far beyond the capabilities of traditional operational systems or relational database management systems, without the capital intensity or risk associated with traditional data management related initiatives.

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