Helping contact centres provide a higher standard of customer support

TOTALMOBILE | REMOTE ASSISTANCE

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Introducing Totalmobile’s Remote Assistance SolutionContact centres deal with a high volume of demand, across a diverse range of problems. Today, customers’ expectations are constantly increasing, expecting a high quality of service that not only resolves their problem, but provides them with a great experience and interaction with the organisation.

Traditionally, the contact centre experience often leads to frustration. Customers regularly find it difficult to explain problems and contact centre agents are faced with the challenge of providing clear guidance.

Totalmobile has recently introduced Remote Assistance, a real time support tool that utilises video diagnostic technology. The solution enables contact centre agents to provide support via a shared, live video stream that can be viewed by both the agent and customer.

This enables call centre agents to walk through the problem with the customer, discuss potential solutions and if possible, assist the customer to remedy the problem. The support team can pause and annotate on the video to highlight certain images and add greater detail to the guidance being provided. The resulting video can optionally be stored and held against the order for future evidencing and compliance purposes.

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Benefits of the Remote Assistance Solution: Enable the customer to better explain the issues they are

experiencing, while the contact centre agent can provide clear, detailed information

Resolve more issues on a first-time fix basis, removing the need for multiple calls or potential visits. This helps organisations increase workforce capacity as contact centre agents can deal with more support issues every day

Reduce operational costs through the removal of unnecessary visits and a reduction in calls

Effectively triage any potential work, gaining a detailed understanding of the issue

Improve customer satisfaction through the timelier resolution of problems and enhanced interaction

Main features of the Remote Assistance Solution: Remote video support – Contact centre agents can

provide quality guidance on any issue remotely

Screen sharing - Ability to share your screen from any device to provide visibility of the asset or resource that is causing the problem

Annotation - Allows the contact centre agent to pause the screen, make notes or draw on the image to provide improved guidance and assist the customer in resolving the problem

Voice connection - Offering high quality voice connection as a back up to the shared video stream

Video recording - Allows you to record each support video which is automatically uploaded and stored against the job, essential for evidencing and compliance

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USE CASECONTACT CENTRE FOR TV SUPPORT:

A customer calls the contact centre help desk reporting a faulty TV subscription / hardware box

The contact centre agent believes the best option is to use the Remote Assistance solution to gain a better understanding of the problem and determine the exact fault

From this moment the video call is live on the customers mobile device, the contact centre agent can directly view the video feed, accessing exactly what the customer is looking at

The contact centre agent can highlight an area on the front of the box they want the customer to focus on by zooming in on their device.

The contact centre agent pauses the screen and highlights a part of the box for the customer to open, asking them to remove and replace their viewing card while pressing and holding a button for 3 seconds.

The TV box is up and running again and the issue is resolved.

Once the support call has concluded, a recording of the video, including all discussion between the customer and agent is automatically saved directly against the job.

To learn how Remote Assistance for Totalmobile can benefit your call centre call 028 9033 0111 or email info@totalmobile.co.uk

www.totalmobile.co.uk

Totalmobile is market leader in field service and mobile workforce management technology, helping organisations deliver more service, of the highest quality and at reduced cost .

Our SaaS based software provides a range of innovative products that deliver a step change in field service performance, mobile worker empowerment and management control .

This unlocks transformative cost savings , capacity gains, productivity improvements and empowers allows mobile workers to focus on consistently delivering the best service.

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