In today’s competitive market ensuring a great customer experience is crucial to the future of your business. Contact centre solutions can transform your satisfied customers into loyal customers.
Handling inbound calls efficiently is the foundation of providing great customer service in a contact centre. There is a significant amount of inbound and outbound call traffic in contact centres. Therefore, effective and efficient call monitoring is a must, as it provides invaluable insight into how your employees are performing. Moreover, what your customers are experiencing.
Contact centre solutions such as wall boards are a great way to display call information. Meaning both agents and managers can monitor the volume of calls coming into the contact centre in real-time. Helping them make decisions about how to improve service levels or sales responses. Simply using information like how many calls are in the queue, average answer time, and which agent answered the call.
Alerts on waiting times or too many people queuing are also vital. So both managers and employees can react quickly to improve performance. The biggest motivator of all is positive feedback. Providing accurate information on how well your team and individuals are doing, is the simplest way to maximise their performance.
It is a business priority to ensure that any callers get put through to the right department or person. Ensuring speeding management of their inquiry with first-hand knowledge. There is nothing more frustrating for callers than bouncing around different departments. Just trying to locate the right person to deal with their call. It is not only frustrating for the customer but also demonstrates a lack of professionalism on your part. By implementing an automated call distribution system, you can ensure that the most appropriate person in your team gets that call. Importantly first time, every time. By using features like supervisor management and call routing by agent’s skill level, or the caller’s number.
Customer service and sales are so important to every organisation. Indeed, efficiency and professionalism have to be at the core of everything you do. Voice communication is critical to the relationship between your business and your customers. This is true nowadays for even the smallest of companies. Plus, a call or contact centre can have just two or three people handling inbound or outbound calls.
Transform the customer experience, both in the Cloud and On-Premise.
Tech Advance offers innovative, feature-rich, and flexible call centre solutions. To provide you and your employees with everything expected of a leading-edge platform. From more dynamic solutions such as management reports, and predictive or progressive dialing, to payment gateways, PCI-compliant call recording, and comprehensive call centre reporting. Along with position in queue announcements, music & information on hold, to more basic yet still essential equipment, such as telephone headsets.
We supply contact centre solutions aimed at improving customer experience and efficiency. Making it absolutely viable for you to achieve your business objectives.
Whether you have a small, mid-size, or enterprise contact centre. Tech Advance has a solution to address your specific needs. With flexible deployment models – in the cloud, hybrid, and on-premises. Thus enabling you to deliver a world-class customer experience.