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Curious to know what problems we are solving?

Ever wonder, how your contact center operations be improved? Well, just by knowing the challenges. Perhaps you might be facing the same issues! Want to overcome? Let's dive in.

First Impression is the Last Impression

Studies shows that 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction.

The Major reason was that the customer had to explain their pain multiple times to multiple people. Most of the times the customer facing team is not equipped with the right information at the right time and spoils the overall customer experience with a LOW CSAT SCORE, eventually.

Are you training them well?

Or in another words, How would you know the efficacy of your training programs when you already have the training programs and trainers in place.

A report shows that 24% of participants acknowledge that their organization doesn’t pay enough attention to their employee’s learning requirements. This not only makes call center workers feel insecure in their jobs and disengaged but also affects customers in a negative way.

A bad trained workforce can inversely impact the core business metrices like Quality Scores, CAST, Attrition and Fatal Errors.

How is your hiring going?

The average contact center has a turnover rate between 30-45%.

Means, you have to drive the recruitment process throughout the year with backfilling the attrited resources. Studies show that 40% of time is just wasted in doing repetitive work to manage the Agent Onboarding Pipeline.

Starting from raising the MRF to Releasing the agents to the production floor, have numerous of stages. Unfortunately, all is being carried with the help of old school tools, makes the entire pipeline ambiguous and unmanageable.

The curse of Random Sampling

Most of the Quality Teams still audits the interactions on just random basis. For instance, out of a population of 1000 interactions they are selecting for say 2% random interactions.

The problem with this selection procedure is, they might get the interactions in the sample which are really not seeking their attention. The cost of this miss is, the agent who are really needing attention would be left out and they will continue to make mistakes which will lead to Low CSAT and High Fatals.

Cramming the SOPs, an eternal nightmare

To get high productivity out of the 0 to 30 days tenured agents, trainers generally expects them to remember all the SOPs so that they could respond to the customer queries without refering to SOP documents.

The problem with this approach is, it creates a lot of mental friction and stress to be ready with the desired answer when the customer puts up the query. Some times the agent just go blank or disconnects the call because they could not recall the answers or what to do.

Longer the training period higher the operating cost

According to a report, approx. 20 to 30% of the agents in the contact centers are kept in the intensive training programs for at least 0 to 60 days tenure. The reason of keeping the agents for such a long time is to make them well versed in dealing with the customers. Within this time period, they generally do not much contribute to the BAU and this is where the operating cost spikes up.

Along with this, a 30% to 40% turnover rate has been observed throughout an year, it means a big chunk of freshers will always be there in the training pool and this is apparently a cost to the businesses that their hired resources are not ready to contribute for a period time.

Tools/Processes are in place and you still think the teams are underdelivering in your contact centre and so is the sinking CX?

We can help you

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CXFirst, A T-shaped solution Designed & Developed as per your industry!

Holistically targets to the core challenges in your contact center which are impediments for your growth and brings operational and cx excellence.

CxFirst Solutions

Contact Center Needs

Integrated tools to empower the customer facing teams & operations

  • Guided Workflows
  • Quality Management System
  • Training Management System

Customer Needs

Provide accurate and quick resolution on the customer queries and lift up the customer satisfaction

Business Needs

Impacts positively on the Core Business Metrices

  • Low AHT
  • High Quality Score
  • High CSAT Score
  • High SOP Adherence
  • Shorter Training Time
CxFirst
Contact Center Needs
Customer Needs
Business Needs

Contact Center Needs

Integrated tools to empower the customer facing teams & operations

  • Guided Workflows
  • Quality Management System
  • Training Management System

Customer Needs

Provide accurate and quick resolution on the customer queries and lift up the customer satisfaction

Business Needs

Impacts positively on the Core Business Metrices

  • Low AHT
  • High Quality Score
  • High CSAT Score
  • High SOP Adherence
  • Shorter Training Time

An Integrated Solution Package

Comprised of state of the art tools to empower your cross functional teams in delivering the best of them and amaze your customers like never before.

Why do you need?

  • To reduce the training time
  • To Improve the Quality Scores
  • To Improve the CSAT
  • To reduce the Average Handling Time
  • To improve the efficacy of the query resolution guidelines
  • To empower your customer facing teams and make them self dependent
Decision Management System

Why do you need?

  • To design effective training programs for your teams to improve the AHT, CSAT and Quality Scores
  • To standardize your Audit Procedures
  • To get rid of old school tools to manage data
  • To understand the customer pain points
  • To focus on the interactions which seeks your attention
  • Effective feedback mechanism to know what went well, what went bad and what could have been better
Quality Management System

Why do you need?

  • To Predict the batch requirements and make your partners aware ahead of time
  • To get meaningful insights from each of the phases, helps you in making effective decisions
  • To measure performance per team/individual basis
  • To monitor the batch health
Training Management System

CxFirst integrates with your CRM/Telephony
and helps different teams be productive and focused

    CRM Telephony
  • CX
    • Decision Management System Customer Facing Team
      • Customer Facing Team cxfirst
    • Quality Management System Operations Team
      • Operations Team cxfirst
    • Training Management System Business, Hiring, Operations Team
      • Business, Hiring, Operations Team cxfirst

Measure tremendous improvements on your core business metrices

How about overcoming the challenges? CxFirst hits hard to the existing problems in your contact center, and enables to measure improvements on your core business metrices

30%

Decrease in Average Handling Time

0%

Memorization of SOPs

45%

Increase in CSAT

94%

Decrease in Fatal Error

70%

Decrease in Overall Training Time

Our happy clients say about us

Director - Quality & Compliance
Leading Retail, Media Client

"Cxfirst has performed amazingly. In a POC with a renowned car rental marketplace, we have got a significant positive impact of 5 data points in Quality Scores and CSAT, along with 15% reduction in AHT."

Regional Director - Delivery
Leading E-Comm Client

"For one of our customer, We were experiencing a high trun around time in the overall training of our customer support executives and that was impacting the BAU. After bringing the CxFirst, We have measured a down rate of 78% on the overall training time. Cheers to the CxFirst team."

Team Lead
Leading Food Tech Client

"The Widget DMS App is just awesome. It saves a lot of time in browsing over the SOPs. Now we can access any scenario just on a single click which leads to control the AHT and also helps us to answer the customers accurately."