Realtime decision system
A real-time decision system or RTD system or real-time decision system is a knowledge-based system that enables the employees (so-called agents) of a call center to provide their callers (so-called inbound customers) with tailor-made offers during the phone call ( real-time ) submit.
Functionality
While the agent and the caller are still talking, the RTD system uses data mining to compare the caller's profile with the company's product range data and offers the agent offers and products that promise the caller the most success. Offers including arguments, customer and product data are automatically displayed on the screen, and the agent can immediately use the opportunity to suggest and argue what interests the caller most.
Benefit and acceptance
With the help of RTD systems, sales can be increased significantly. Customer acceptance of cross-selling offers increases due to the quality of the RTD offers, as does the retention rate of callers willing to churn. Most call center agents see a clear added value in RTD systems, and the majority rate the RTD offers as very well suited.