Agent Operations

Don’t get distracted. Stay focused. Let TouchCommerce™ find, train, and manage skilled agents with product knowledge to assist online conversion.

Live Assistance Improves Online Conversion

Managing an online conversion program requires constant attention to hiring skilled agents, training, balancing queue times and routing to achieve high ROI, as well as establishing quality assurance processes to maintain peak performance. We train agents using our best practices and stay engaged with agent-management teams to ensure clients achieve all the benefits of live assistance. If TouchCommerce provides the agents, we also manage them on a fully outsourced basis.

Key Benefits

Engaging TouchCommerce to manage agent operations allows clients to:

Scale Up Quickly		Avoid Distraction, Stay Focused		Extend the Brand
Transfer the burden of hiring and firing, training, infrastructure, and real estate. TouchCommerce provides a fully managed model that allow clients see online conversion results in 60 to 90 days.		Managing online conversion facilities is not the core competency of most clients. It is what TouchCommerce does exceedingly well.		Agents focus on a single client and are steeped in the client’s products, website, and brand messages — and nobody else’s. This ensures a clear and consistent image when the team engages consumers.

Expert Agents, Expertly Managed

TouchCommerce provides agent training, operations management, and seamless integration with the RightTouch™ platform and best practices, ensuring the highest level of live assistance. Every aspect of online conversion through live agents comes under scrutiny, including: product knowledge; punctuation, spelling, and grammar during interactions; and the ability to answer questions and resolve issues.

Highly skilled online sales agents are:

Dedicated to a single client. Expert agents in terms of your brand, your products, your customers and your website
Immediately available. Chat agents conduct multiple chat sessions with consumers who are notoriously impatient when it comes to online wait times.
Continually trained and monitored to optimize the online interaction experience, from messaging and offers to recognizing and leveraging up-sell/cross-sell opportunities to escalation procedures.
Managed by a team of industry specialists who are experts with decades of experience marketing to your industries and marketing online

Quality Assurance: Conversations Lead to Conversions

Conversations with live agents lead to conversions when every aspect of the interaction is positive. Live assistance, when executed poorly, reflects negatively on the business and puts online conversions at risk. TouchCommerce has a rigorous quality assurance process that monitors live agent interactions and identifies improvements. Elements of the quality assurance process include:

Response times. Did the agent respond quickly to the conversation request? Did the agent respond quickly to the question or comment?
Questions and answers. Did the agent answer consumer questions or make valuable product recommendations for up-sell/cross-sell?
Efficient dialogues. Were there any unnecessary steps during the interaction that training or automated interaction could have prevented?
Language. Are agents using appropriate language that is free of jargon and conversational?
Surveys. Consumers can complete a survey at the end of each conversation to evaluate the agents.
Outcomes. Quality ratings can be tied to performance to ensure agents act in the client's best interests.