Propensity Issue Tracker
Propensity Issue Tracker – is a powerful workflow engine, allowing you to efficiently track, manage and resolve all types of customer issues. From within the Propensity call centre desktop, issues are captured as they are raised, linked to the customer contact record and recorded against an agent.
Customer Interactions “live beyond the call” - follow-up tasks are created & assigned, and then, scheduled to fit with load and resource availability. The workflow uses data, date, and action triggers to drive the business process. e.g. Follow up activities may be triggered by a date/time event, or when a completely separate event has occurred. Propensity Issue Tracker can be programmed to notify with email, SMS and/or RSS based notifications, to be sent to the task owner(s) as the issue progresses.
Sequential activities, trigger events, trigger follow-ups, escalations or reassignments of the issue are automatically stored in the customer history. The recent history for the customer and outcomes to-date is immediately made available to any agent that speaks with the customer or subsequently handles the issue.