With 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. Due to the significant amount of inbound and outbound call traffic in contact centres, effective and efficient call monitoring is a must as it provides invaluable insight into how your employees are performing and what your customers are really experiencing.
Contact Centre solutions such as Wall Boards are a great way to display call information to both agents and managers allowing them to monitor the volume of calls coming into the contact centre in real-time and to make decisions about how to improve service levels or sales responses 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 that both managers and employees are able to react quickly to improve performance. Positive feedback is said to be the biggest motivator of all and providing real 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 anyone who calls up your business is put through to the right department or person who can deal with their enquiry with first-hand knowledge fast. There is nothing more frustrating for callers than to be passed around different departments trying to locate the right person to deal with their call. It is not only frustrating for the customer but it 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 the first time, every time 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 that efficiency and professionalism have to be at the core of everything you do with voice communication being critical to the relationship between your business and your customers. This is true nowadays for even the smallest of companies, 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 offer 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, Predictive or Progressive Dialling, Payment Gateways, PCI Compliant Call Recording, Comprehensive Call Centre reporting, 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 efficiencies making it 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 – to enable you to deliver a world-class customer experience.
Established in 2001 Tech Advance offer business IT and telecommunication solutions throughout the UK. As a leading supplier of Contact Centre Solutions, we are committed to providing exceptional service and support to all of our customers throughout Lancashire, Merseyside and the Northwest in the following areas: Blackpool, Preston, Southport, Liverpool, Manchester, Bolton, Bury, Wigan, St Helens, Blackburn, Burnley, Leeds, Warrington, Stockport, Oldham, Chester and Salford. However please do contact us wherever you are based as we can support clients anywhere in the UK. Simply fill in the contact form above specifying the requirements for your business and one of our specialist advisors will contact you shortly.