A. Payback depends on the size and structure of your organization and how your metrics are tracked. As a general rule, however, SIVOX RealCall should pay for itself within the first year of implementation by reducing agent training time, improving retention, lowering average handling time, increasing first call resolution, and speeding continuous training efforts. SIVOX specialists will help you develop a business case customized to your organization that takes these factors into account.

Beyond these hard, measurable data points, SIVOX RealCall also provides ROI by improving customer satisfaction with your contact center. Many customers will judge the quality of your organization by the quality of your contact agents. SIVOX RealCall gives you the ability to improve that experience immensely. Agents will be better prepared to answer customer questions, and will have improved telephone skills. They will be able to enter data more accurately from day one, and pull up relevant customer information. And, they will be trained to offer up-sells and cross-sells in order to improve the profitability of captured customer contacts. In short, your organization will be better able to distinguish itself on the contact center floor.