TIS Process Guidance Tools Help Reduce Average Handling Time

Tata Interactive Systems offers Electronic Performance Support Systems that enable organisations to improve processes, set organisation-wide standards, and in-turn generate greater productivity from customer-facing networks.

In any customer-facing or contact centre environment, TIS EPSS facilitates prompt decision making by proactively generating pertinent information and responses; thereby reducing the average handling time (AHT) and enhancing the customer's experience.

Saurabh Mittal, head - EPSS at Tata Interactive Systems, said, "Customer service executives are always looking to internalise multiple channels of information; be it product guidance, myriad features, or even rules and regulations. With our process guidance solutions, all this information can be made accessible to any user, in real-time, at the moment of need."

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TIS EPSS goes even further by employing human-factor engineering and a high level of compatibility with content management systems. It can be easily integrated with third-party applications already existing in the organisation's networks.

The EPSS offers tools such as process maps, which help eliminate inconsistencies in decision making, encyclopedias that offer quick and authoritative reference material, and calculators for rapid and accurate claims calculations.