The users of the AOC User Service Center (CAU) are shown very satisfied with the support service provided. Below we outline the key points that make this service get an excellent rating.
A switchboard cloud
Before the pandemic, the CAU made the jump to a switchboard cloud This favored a physical decentralization of the agents and the incorporation of new functionalities such as:
- Data accessibility in real time in order to follow a good pace of activity.
- virtual agent with self-resolving locutions: the Jordi. The switchboard has automatic expressions that offer specific and relevant information about some of the AOC services that allow the resolution of the doubt.
- "Call me". Possibility to leave a callback request (Call me back). Automatically, and when an agent is available, we return the call.
- Skills & Tools. Ability to define skills per agent and queue.
- Outgoing calls. To resolve the most complicated or delicate tickets more quickly, we make outgoing calls to facilitate your resolution.
Specialized agents
The CAU has a team of specialized agents with specific knowledge of AOC services and extensive experience in care in order to offer an efficient, quick and concise response.
You have advanced specialization in the services with the highest volume of monthly tickets:idCAT Certificate, theidCAT Mobile, T-CAT, Hèstia and e-Contracting.
When someone calls the CAU they can select the most appropriate option according to the question or briefly indicate the reason for the query in order to address it to the appropriate group of agents.
A new tagging tool to get more juice out of it
A year ago, we switched to a more powerful tagging tool with native interconnectivity with various market applications.
We highlight:
- User identification. When you call the CAU, the tool recognizes the phone and loads your user profile, so we won't ask you for your details again. It also allows us to see the entire history of open tickets in the CAU.
- Views internal agile ticket management. The tool allows personalized viewing of tickets by each agent.
- Integrated support portal. The tool has a built-in support portal. This allows you to search the FAQs within each request, which speeds up the resolution of this request. In addition, it has a specific internal support portal for CAU agents.
- Data accessibility. The tool has a visual interface for exploitation and data analysis.
- Assisted navigation tool. The tool is integrated with remote control tools. This allows you to view your screen and determine the root of the problem more quickly.
- New support channels. The tool has chatbot functionality to help resolve queries faster.
Creation of the Quality Office
A few months ago, the Quality Office was born, focused on analyzing each AOC service from A to Z, detecting patterns and weak points to improve them. The main goal is to make AOC services easier, more useful and more intuitive.
Among many of the tasks, we highlight the constant review of the ideas open to the We improve AOC (UserVoice) and the review of the most visited and worst rated FAQ's.
Bring the support service closer to social networks
The CAU is present on Twitter. From this network, we support you through the general support account (@Support_AOC) and a specific one for theidCAT Certificate (@_idCAT) and in addition we share with you tips, training and pills of AOC services.
Remember that you can send us a direct message, mention us, ask us a question and we will answer you from the CAU.
The Support Twitter account has 700 followers and we encourage you to join @Support_AOC.
A center of excellence
The CAU of the AOC has been certified with the international standard ISO 18.295 which recognizes support centers that meet certain quality requirements and that seek to constantly improve the experience of the user and the efficiency of the service.
