CONTACT CENTER SOLUTIONS
Contact Center As A Service
With Contact Center Solutions, your company can manage one to ten thousand customer service agents all under one control center. Everyone hates wasting time on customer service calls. It’s the waiting, explaining and being transferred multiple times that’s so frustrating. With Contact Center Solutions you can ensure the customer gets the same agent every time, measure the length of calls, determine the best time to answer a call and track success rates.
The best type of Contact Center Solution will encompass technology and tools that provide flexibility and control. You want to empower your agents by integrating social media, CRM software and by using customizable distribution rules.
Critical Features
Customizable Distribution Rules: You can customize the order and route of by tracking and analyzing data based on success rates, length of calls, skill-sets, and more. You can also ensure customers get the same agent every time.
Integration with CRM software: Businesses can integrate Customer Relationship Management (CRM) software to store customer contact data and communication logs. Use it to track successes and failures and analyze the data to determine the best time to pick up the phone. Also add new customers to your database with every call.
Customers will appreciate the respect of their time: Customers dislike waiting on the phone and afterwards having to explain the same problem twice or connecting with an agent who can’t help them. Contact Center Solutions properly directs the call and passes on the information previously communicated to the next agent.
Social Media Integration: Today we have to give customers options to communicate through the medium that’s most comfortable for them. Some customers like to Tweet, Like, and Chat more than making phone calls. Our Contact Center Solutions can monitor and filter social media interactions and detect who needs a response. You can seamlessly direct your customers from any social media platform right to your agents.
It’s all about Customer Experience (CX): Contact Center Solutions will let a supervisor monitor, record or manage a call for coaching opportunities with the agent. The supervisor can either “whisper” into an agent’s ear without the customer hearing or “barge” into the call and take it over. Both ways will give the customer the benefit of a more experienced agent and a better call experience.
CUSTOMER CHALLENGE SOLVED!
Case Study
A mid-sized retail company with fifteen locations throughout the Southeast experienced a downtime outage of its contact center. Their contact center service provider affirmed dependable uptime, but failed to deliver. This was the third occurrence in the last six months of the year. The critical nature of having a reliable contact center solution is paramount in the retail industry.
After an analysis of their contact center infrastructure we discovered they have agents working in multiple locations including at home. They also experience seasonal spikes during the holidays and strong sales cycles. The owner’s desire was to have a reliable contact center with a unified technology system that was scalable throughout the year.
We designed a contact center solution that is layered on top of their existing infrastructure. All of their phone and computer systems remained on-premise and we provided software upgrades at no additional cost. Their previous multiple technology systems is now streamlined into a single cloud-based platform. The contact center solution is scalable and flexible with inherent redundancy and security.