INGATE

From The Sip Trunking Experts

TMCNet:  Agent burnout is a major threat to Customer Service, says Sunrise Software

[January 15, 2013]

Agent burnout is a major threat to Customer Service, says Sunrise Software

Jan 15, 2013 (M2 PRESSWIRE via COMTEX) -- UK-headquartered Service Management company Sunrise Software today announced the publication of a new article that suggests agent burnout is a major threat to customer service. Entitled "How is Agent Burnout affecting your company's bottom line " the document recommends an integrated and holistic approach that combines culture and technology if organisations are to avoid the high costs associated with covering stressed-out customer service representatives on sick leave.


Technology that provides a complete and real-time picture of client activity is critical to the success of today's Customer Service Desk. Sunrise Software believes deploying the latest solutions will empower agents to deliver the best possible service that retains customers, enhances brand loyalty and ultimately increases profitability.

Jay Modhwadia, recently appointed Business Development Manager for Customer Service Management at Sunrise Software, said, "The realities of business in recent years have heightened the pressures put on the Customer Service Desk. Efficiency measures, the drive to do more with less, and increased competition mean agents are struggling to keep customers happy. Days lost through stress-related illness add to the workload of those left behind and place additional burden on staffing budgets not to mention a growing customer dissatisfaction that ultimately affects the company's bottom line." According to Sunrise Software, agents are often limited in their effectiveness by not having a clear and complete picture of client activity or having to spend time switching from one system or business application to another just to find the information they need to help customers. In addition, the impacts of legislation imposed by high-profile organisations such as the Financial Services Authority (FSA) or Central Government in the form of Freedom of Information (FOI) requests, present another burden. Failure to respond to customer complaints or requests within a specified time period can result in financial penalties for organisations and added stress for their already over-stretched customer service departments.

The situation is further complicated by significant changes in consumer behaviour driven primarily by the popularity of social media and the growing expectation from customers to interact with organisations in a variety of ways - Chat, Web, SMS, Facebook and Twitter - as well as traditional telephone calls. Despite the challenges of doing more with less, Sunrise Software believes the time has come for managers to recognise that agents suffer burnout and do something positive to counteract its damaging effects on the overall business.

The company makes several recommendations that combine culture with technology: Use technology to reduce overwork while maintaining efficiency and call volumes. A centralised system that brings together all customer information including feeds from social media enabling agents to: Deal with customers empathetically based on their circumstances Use their judgement to deal with difficult situations knowing that they have all the facts to hand Cross-sell and up-sell appropriately Fostering an environment of team work is proven to raise results and boost morale. A centralised system for handling calls where each can see what their colleagues are working on enables individuals to work as a team.

Encourage agents to take the breaks they are entitled to by EU law. Even short periods of time away from the desk are proven to enhance performance and productivity, reduce absence and money spent on temporary cover. Geoff Rees, Sales Director at Sunrise Software, concluded; "Agent burnout affects most organisations to some degree. Organisations need to embrace a culture that aims to support agents with clever technology that provides a single view of the customer. Our solutions are designed to work in today's complex, multi-channel customer service environment. And, with a strong focus on innovation, we continually strive to offer new features that empower businesses to move to a more pre-emptive and pro-active model for CSM delivery. By partnering with us and taking a holistic approach to customer service, businesses can demonstrably boost agent morale and enhance the overall customer experience in a way that ultimately protects their brand reputation and increases revenues." For more information on Sunrise Software, its products, services and customers, or to download the company's latest article, please visit: www.sunrisesoftware.co.uk About Sunrise Software Established in 1994, Sunrise provides applications which underpin business processes across its customers' organisations. A privately held, UK based company, Sunrise has a highly successful track record in IT service management, customer service management and business process management with fully configured applications designed around best practice guidelines.

Available as either on-premise or Software as a Service (SaaS) Sostenuto, Sunrise's flagship product is totally web-based which harnesses modern technology with inbuilt resilience. Sostenuto is a comprehensive software tool which offers a high degree of flexibility, allowing organisations to change or introduce new processes through simple configuration.

There are three different variants to address different business requirements: Sostenuto ITSM available as ITSM2 and ITSM3 (ITIL2 or ITIL3 versions) Sostenuto CSM, a non-ITIL tool for customer service departments.

Sostenuto BPM, which allows organisations to create their own applications Many organisations use Sostenuto across the UK, with high profile users including Anglian Water, the NHS, Rugby Football Union, University of Greenwich, Muller Dairy and many more. For more information please visit: www.sunrisesoftware.co.uk Contacts Carly Nessmann Marketing Manager 020 8391 9000 cnessmann@sunrisesoftware.co.uk Andreina West PR Artistry 01491 639500 Andreina@pra-ltd.co.uk ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.net on the world wide web. Inquiries to info@m2.com.

[ Back To SIP Trunking Home's Homepage ]

Loading
Subscribe here for your FREE
SIP TRUNKING enewslettter.

Featured Partner


Featured Whitepapers

SIP Security for the Enterprise
Voice over IP (VoIP) is incorporated into a variety of computer networks, both public and private, and used for everyday transactions and communications among carriers, businesses, government agencies...

Making A Broadband Purchase Decision
Businesses today have many options for broadband connectivity. Clarifying your particular business needs prior to selecting a broadband provider will ensure an optimal match of broadband service to your requirements.

Voice-Optimized Network Delivers Premier Call Experience
Customers equate call quality with business quality. Real-time communication, interpersonal interaction, and the cordial tone of a call center representative can create a positive impression of your business that no email can match.

Featured Case Studies

Business Telecom Expenses Reduced 50%
A small to medium sized company in the midwest was interested in migrating to IP Communications, but in today's economy, they were hesitant to upgrade their communication system due to their perception that the cost would outweigh the benefits.

Multi-State Company Cuts Telecom Costs 50%
A multi-site, multi-state company with extensive monthly long distance fees and toll-free charges did not have adequate broadband for Broadvox SIP Trunking requirements, nor did they have a SIP enabled telephone system.

Discover Leisure Connects Remote Users to its IP-PBX
Discover Leisure is one of the largest resellers of caravans and motor homes in the UK. With 15 branch of?ces all over the country, the company spent a great deal of money every month just on internal phone calls.

Featured eBOOKS

Internet+: The Way Toward Global Unified Communication
Connecting the telephony of the enterprise PBX or Unified Communications (UC) system using SIP trunks instead of conventional telephone lines has been very successful in recent years.

What is SIP Trunking? Edition 2
SIP trunking is becoming more of a focus for service providers. One key issue many service providers face when deploying SIP trunks is NAT, or Network Address Translation, traversal.

What is SIP Trunking? Edition 1
A vast resource for information about all things SIP - including SIP, security, VoIP, SIP trunking and Unified Communications.

Featured Videos

Broadvox VAR Testimonial VAR 1:
Part 1 of the VAR (Value Added Reseller) Partner Program Testimonials for Broadvox...

E-SBCs AS The Demarcation Point:
Ingate's Steve Johnson talks to Erik Linask about the role session border controller plays as the demarcation point at...

Demystifying DPI
How can deep packet inspection protect your SIP traffic as well as your entire network?

Featured Resources

Partner Program Overview:
Over 4,000 VARs, Master Agents, Solution Providers, and Independent IT Professionals trust Broadvox. We offer customized services and solutions to fit seamlessly into any company's business model. And when you partner with Broadvox, every member of our team stands behind you and your customers 100%...

SIP Trunk UC Summit

What's New

Presenting the New Ingate/Intertex Website:
Internet+ is an extended Internet access allowing high quality SIP (Session Initiation Protocol) based real-time person-to-person communication, everywhere and for any application. It applies to both fixed and mobile networks ...

Featured Blogs

Featured Webinars

Secure SIP Trunking:
What You Need to Know

Successfully Deploying Enterprise SIP Trunking:
Tools and Techniques for Overcoming Common Roadblocks

Featured Podcasts

Getting the Most Out of Your SIP Trunks:
Ingate's Steve Johnson and TMC's Erik Linask discuss how best practices forgetting the most out of SIP Trunking services and common pitfalls to avoid.

Featured Datasheets

Ingate SIParator E-SBCs
Adopting SIP is a simple process with the Ingate SIParator, the secure enterprise session border controller (E-SBC). The SIParator makes secure SIP communications - including VoIP,SIP trunking and more - possible while working seamlessly with your existing network firewall.

Ingate Firewalls
Everyone is talking about enterprise usage of VoIP, instant messaging and other types of realtime communications including presence and conferencing.

SIP Trunk Solutions for Service Providers
The award-winning Ingate Firewall and Ingate SIParator deliver a high quality, reliable SIP trunk connection between the customer's IP-PBX and the service provider network, and solve interoperability issues to simplify deployments and support for remote diagnosis of reported issues.