SumTotal Solutions for Call Center / Customer Service

Positive customer service can make or break a company.  The power that today’s consumer wields over the fate of a company is staggering – with not only word-of-mouth but the reach of the internet. SumTotal provides solutions for smooth integration with call center systems and embed knowledge into the workflow for contextual learning.

Together we can increase your team’s internal knowledge base & turn that into improving satisfaction scores from your customers.

When your talent is confident in what they know, they are more likely to go above and beyond to get the sale.

Some of the ways that SumTotal talent and performance management solutions will enhance your call center and service productivity:

• Increase sales with better knowledge of products, services and promotions
• Reduce support staff “time to competency”
• Increase customer satisfaction to increase loyalty and future revenue
• Improve call performance, repeat call percentages, time to fix, and other key call metrics
• Reduce time to product launch and ensure that call centers are fully proficient at launch
• Decrease consultants' time away from the phone using when-needed training and reference and training based on assessments and job role

Some customers that are using SumTotal Systems to help increase the effectiveness of their call centers and support operations include:

• CNH Global
• Harley Davidson
• Greenpoint Mortgage
• NTL
• TXU
• US Cellular