The document describes the Propensity 2 Buy Engine, a context-sensitive tool that helps contact center agents. It has features like pull-down menus to select call reasons, a progress indicator for call status, and prompts to guide agents. It automatically logs details of each call for later analysis. The tool captures key metrics and allows analyzing agent performance and contribution. It ensures consistency and helps increase revenue through upsells. Configuration is done through an external text file without programming.

1. Propensity 2 Buy Engine
www.sutherlandglobal.com
1
28 August 2012

2. Propensity 2 Buy: Tool Overview
Context-sensitive agent call
reason pull-downs
Always-on-top tool
presence
Call progress indicator tied to
background color progression
Context-sensitive agent from green to red
prompting
Fast recording of
contact type
www.sutherlandglobal.com
2
28 August 2012

3. Propensity 2 Buy: Call Type Selection
Preliminary selection
narrows secondary
choices
Secondary choice triggers
context-sensitive
prompting
Chat and email call-types
loads clipboard with
response for quick pasting
www.sutherlandglobal.com
3
28 August 2012

4. Propensity 2 Buy: Agent Prompting
Similarly, selection boxes guide
agent with progressive prompting to
narrow product selection
Resulting in a subset of
product options
www.sutherlandglobal.com
4
28 August 2012

5. Propensity 2 Buy: Automated Logging
Selecting OK button automatically
logs date/time, agent ID, call type
and reason for later analysis
www.sutherlandglobal.com
5
28 August 2012

6. Propensity 2 Buy: Tool Configuration
All tool behavior is controlled
by an external text file for easy
updates without programming
www.sutherlandglobal.com
6
28 August 2012

7. Benefits
The Propensity 2 Buy Engine will:
 Capture accurate medium, call types, AHT, closure rate and agent
performance statistics heretofore unknown
 Allow deeper analysis of call type and agent contribution to metrics
and performance
 Provide agent behavior modeling and enforcement – workflow
changes can be implemented overnight.
 Ensure highest customer experience through consistent message
and approach.
 Increase upsell attempts and help proven, demographic specific
scripting build increased revenue.
 Slash product training time and gather metrics without tedious
manual logging
www.sutherlandglobal.com
7
28 August 2012