Offer more availability and the right advisor to your customer with Agent Prioritisation

How to avoid losing leads and limit ad hoc availability shuffling?

Have you ever experienced a situation where one of your experts was unavailable for a long period of time? Was it a tedious task to re-assign the availability of your other experts to serve as a backup? Did you lose leads due to unavailability?

With Pexip Engage's newest feature Agent Prioritisation these situations and issues can be dealt with efficiently.

Relevant Content:

1. 8 Examples of customer engagements by enterprise companies
2. How to use insights from your customer's journey to increase conversions.
3. Tyles improves efficiency and customer experience

Watch the explanation video here:

Why have Agent Prioritisation? 

What exactly is Agent Prioritisation and when is it relevant, might you ask? There are several situations where Agent Prioritisation is used. To illustrate it in a fairly easy way we can look at a fictitious example. Suppose you own an insurance company. 

For your branch in Brussels, there is John who is an expert in car insurance. But John is on holiday for two weeks. Normally, if your customers want to book an appointment in your branch in Brussels, through Pexip Engage, there would not be any availability for two weeks. Of course, this is not ideal as you don’t want to leave your car insurance customers hanging for two weeks...

Thanks to the new feature Agent Prioritisation, you can assign ranks to your agents to offer backup and therefore more availability. In this particular example; for the subject car insurance, in your Brussels branch, you assign John as the expert with Rank 1. This means that John, if his personal calendar allows it, will always show availability for this particular subject in this particular branch. 

We can also assign his colleague Jane, who is not an expert but still eligible, with Rank 2. And assign Nick with Rank 3 as the last line of backup if Jane happens to also be unavailable. 

Priority thresholds to automate backup.

With Agent Prioritisation we can set up a priority threshold in days per rank. For this example let’s say we put a priority threshold of 3 days for Rank 1 and a priority threshold of 4 days for Rank 2. This means that if John is unavailable for more than 3 days, availability of Jane will be offered to the customer as she is Rank 2, thus the backup. And Nick will be offered if John AND Jane are not available for more than 4 days.

Different use cases for Agent Prioritisation.

Agent prioritisation has 3 specific use cases: 

• Level of expertise: As discussed in the example. Where Agents are ranked (prioritised) based on level of expertise or experience.
• Cost: When multiple agents with different costs are available (typically internal agents vs external consultants), you first want to offer internal agents and only external consultants when internally nobody is available. As the external agents are only there to fill capacity needs.
• Lead segments: Companies want to allocate leads to their agents based on lead segments (read more about Lead Segments here) in order to provide the best service possible to increase customer experience and the likelihood to close. This allocation is important BUT not at any cost. If an agent that is assigned to a certain lead segment would not be available soon enough (eg. holiday), you don’t want the lead to be lost. Therefore, allowing a backup agent to become available if no slots are offered within a certain timeframe would be an ideal solution to guarantee you don’t lose leads and increase conversions.

The benefits of using Agent Prioritisation.

There are several benefits of using Agent Prioritisation, here are the three most impactful:

Better consumer experience

• Offer the right expert with the highest level of expertise for a certain service (meeting subject).
• Offer more available slots with backup agents. Therefore, the customer can find a suitable time quicker and doesn’t have to wait too long.

Efficiency gain

• The possibility of prioritising agents that are more cost-effective (eg. internal agents vs. external consultants).
• Automatic backup agents are shown when prioritised agents are unavailable. No manual rearrangement of the agents in your organisation.

Conversion increase

• With more availabilities shown to the customer thanks to Agent Prioritisation, the likelihood of a customer booking a meeting will increase and therefore increase the conversion whereas, in the past, when agents aren’t available there would not be any availability.

What’s next? 

Thanks to Agent Prioritisation you make sure a meeting can still take place when some of your agents are absent, you increase customer experience and conversion.

Keep an eye on this space as we are continuously developing new features and tools to help you own the complete customer journey from A to Z.