# 1. Reduces Costs - Call Handling Time (CHT) which is rolled up into Average Handling Time (AHT) is reduced as you don't need to recapture details.** If decreasing Average Handling Time (AHT) is a concern, pop ups / automated look ups can drastically reduce the amount of time spent at the start of the call trying to identify the customers record. If an Interactive Voice Response (IVR) is used, a guaranteed record lookup for the right customer can be found instantly, which can reduce AHT by up to 60 seconds.# 2. Improves Service - By knowing who the caller is before answering the call you can tailor a more personalised service.** Customer experience can be greatly enhanced. An agent can answer the call as "Good afternoon Mr Lacey. My name is Philip. How can I help you with your Product X account today?" as opposed to the usual "Good afternoon. My name is Philip. Can I get your customer number please?"# 3. Increases Sales - When used in an outbound capacity , telephone calls can be made automatically, this speeds up connection, data management and avoids mis-dialling.# 4. Improves Productivity - Through screen pops users can enter notes right away without losing time trying to find appropriate screens, campaigns or tabs to use.# 5. Improves Data Quality - As the solution can auto format and auto populate appropriate to the caller.# 6. Collaboration enhancement - If a call is transferred or conferenced in, all the caller’s information is shared with the next person.# 7. Reduces Training - The solution reduces the amount of training for agents.# 8. Enhanced reporting - It is possible to link call and customer data for enhanced Business Intelligence (BI) reporting.
