For Specialist Agents
OPX enables Specialist Agents to:
- Accept referrals from other agents
- Use the specialist complaints module
- Receive work from a dedicated QA queue
- Automatically get new customer emails and documents
- Take ownership or share ownership of cases
- Share skills and reduce workload by developing a script flow
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Challenges & Solutions
How OPX can help
||How OPX can help
|Prioritising requests from many different sources.
||Tendency to prioritise work by the seniority of the source, rather than its urgency. ‘Bottomless’ pile of work is discouraging. A lot of time is spent on admin work.
SLA based prioritisation. The system enables referrals and escalations.
|Keeping track of the many pieces of evidence and documentation associated with complex cases
Incorrectly processed complaints. Incompletely evidenced complaints. Sanctions from a regulatory body.
Offers specialised modules for handling complaints. Supports QA and assurance steps. Provides email gateways.
|Revisiting cases repeatedly in order to build a complex picture
Cases can slip outside of SLA while waiting for more information. Absolute ownership slows down processing.
||Flexible and optional case ownership. Enables easy monitoring of deferred cases.
|The case queue is mixed with easy, medium, and complex cases
||Spending too much time on simple cases to the detriment of more demanding cases
||During peaks of workload, Scriptflow moves all of the simple cases to be handled by agents who are only trained for these specific cases
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