Transforming your business with cloud-based contact centres

Monday, 07 January 2019

Businesses typically spend a large percentage of their marketing budget encouraging potential customers to call. What makes, or breaks, the success of these campaigns is the experience customers have when they make the decision to contact a company.

Callers who are kept waiting or are unsure if they have come through to the right place, are likely to hang up – and when they do, it’s highly unlikely that they will call back. Managing customer calls, especially during periods of high demand, can put a strain on resources, but it’s important to get it right.

More and more businesses are relieving this strain by employing the services of a contact centre. They offer the perfect solution for ensuring great customer experience and allow members of your business team to use their time more efficiently. Our cloud-based contact centres support businesses by providing flexible, professional services, tailored to the specific needs of your business.

Here are some of the many advantages of cloud-based contact centres:

  • IVR (Interactive Voice Response) allows you to create specific scripts when customers give the reason for their call. They can then be diverted to the relevant information, with no queuing system needed.
  • Priority response means that calls from your most important customers will never be missed.
  • Advanced routing: the system will decipher the nature of the call and then divert to the appropriately skilled agent.
  • Unified desktop enables call agent teams to work smarter and more collaboratively: they can see when other agents are busy, manage call back requests and pass on messages.
  • Increased demand can easily be met by with additional resources. If callers are in a queue, they will be greeted and updated by auto attendant messages and will have your choice of music to listen to.
Multimedia handling
One of the challenges for businesses today, is that there are many different ways for customers to make contact: email, instant message, phone call, web chat and social media. Customer service teams need up to date information when accessing customer information and contact history.

Our cloud telephony systems handle all channels of communication in one place and offer instant access to customer information as a call comes in. This helps to build customer trust and confidence as the agent taking the call appears knowledgeable and professional.

Sales teams can also take advantage of the integrated CRM system; to access the most updated information when contacting customers.

Motivating agent teams

We know that you will get the best service for your business if call agents are highly trained and motivated. We supply our call centre departments with dynamic wallboards, which are highly visual and used for internal communications and information.

Agents have everything they need at their fingertips, to answer calls from your customers with confidence. This ensures a great experience for your customers and a great service from your call agents, which can only be good for your business.

Advanced performance reporting

As well as unifying communications, our cloud telephony systems enable real time reports to be created. By viewing up-to-the-minute statistical and geographical data, you can assess all call centre activity, as can the supervisors managing your agent team.

Our systems are ultimately flexible and scalable: additional resources can be added to respond to increased demand. Services are provided on a pay for use basis, rather like traditional utilities, such as gas and water. This enables your business to focus resources when and where they are most needed.

This efficient approach to handling customer contact will streamline processes and offer numerous cost savings, meaning a great ROI for your business.

To find out how our contact centres could benefit your business, or for details on any of our cloud-based services, please call 0161 788 0000


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Transforming your business with cloud-based contact centres - 07/01/19

Businesses typically spend a large percentage of their marketing budget encouraging potential customers to call. What makes, or breaks, the success of these campaigns is the experience customers have when they make the decision to contact a company.

Callers who are kept waiting or are unsure if they have come through to the right place, are likely to hang up – and when they do, it’s highly unlikely that they will call back. Managing customer calls, especially during periods of high d
...view more >

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