Gone are the days when retailers only conducted business in the storefront. In a world of global competition, multi-channel selling and shorter business cycles, retail organizations face imposing competitive challenges. Novo Technologies offers solutions that can help retailers profit from the customer experience, process efficiency, business continuity and productivity.

When making a purchase at a store, customers are automatically given a proof of purchase, which most of the time is in the form of a paper receipt. However, this is not the case when purchases are made over the phone. Novo Technologies Call Recording solution provides buyers with a ‘verbal receipt’ during their purchasing transaction. Recording all customer interactions with your call center will back your agents up, in the event of a dispute, proving that the purchasing process was conducted precisely according to customer instructions. Call Recording protects agents and customers, while quickly resolving issues that affect customer satisfaction.

Novo Technologies Quality Monitoring solution is a vital asset in learning from customers, and for evaluating the agents serving those customers.
 
Providing critical key performance indicators (KPIs), the solution will help your business to:

• measure an agent’s qualitative and quantitative performance;
• build web 2.0 evaluation grids and customizable reports;
• train agents on better call handling;
• improve sales techniques;
• add value to your contact center while enhancing the customer experience.

For retailers, customer satisfaction is the key to repeat business and growth. Novo Technologies solutions optimize retail business interactions, which will improve the bottom line, and maximize customer loyalty and retention. By improving your first call resolution rates, fewer customers are likely to hang up the phone disappointed in the unresolved issue. It is also a way for retailers to improve general customer perceptions of the business and to increase up-selling and cross-selling rates.

Benefits for the Retail Industry:

• Improve efficiency and process higher volumes of customer interactions while maintaining current staffing  levels.
• Improve the contact center’s ability to build loyalty and drive product sales.
• Hear the "customer’s voice" from recordings and customer surveys, and share this valuable information within the organization and to improve CRM.
• Enhance enforcement of compliance and regulations.
• Easy and fast integration into the existing infrastructure, meeting business operational needs.
• Rely on a secure, flexible and reliable call storage system that consistently delivers high-quality audio files.
• Reduce agent training times.
• Effectively resolve customer order issues in a manner that keeps your customers happy and loyal.