CONTACT CENTRES
Improving customer care and maximising productivity.
Until recently, many believed that contact management solutions were only relevant for large call centres. In fact, anyone receiving or making calls needs to have a contact management solution in place to ensure the effective handling of the calls.
Deployed in line with customer service objectives, contact management can extend the organisations capabilities beyond the physical locations it occupies. It facilitates seamless home and remote working, reduces the requirement to have onsite dedicated staff and routes calls intelligently to the right person regardless of their location. The addition of multimedia functions like web chat, queuing emails and web forms, means contact management can significantly enhance the contact experience for both staff and customers.
With a contact management solution in place, an organisation can have:
- Improved customer service
- Lower call abandonment
- Reduced call handling times
- Skills based routing
- Priority call handling
- Screen pop from other database applications
- Remote agents
- Information about callers before and after the call
- Detailed reports showing service levels
Our contact management solution extends beyond telephone contact and also deals with enquiries that come via email or the web. The solution is fully modular allowing you to select the components you need to best meet your operational and budgetary requirements while giving you the flexibility to add more functionality in the future.