If you currently operate,
or are planning a call centre, you may be
pondering the following;
How do I keep customers happy to wait in
the queue without abandoning?
How can I reduce abandonment rates and lost
business?
How can I reduce the number of callers in
the queue?
I have specialist agents dealing with specific
enquiries, how can I ensure they take the
specialist calls?
How do I maximise the productivity of my
agents?
How do I account for the peaks and troughs
we have in our calls?
How do I monitor the outcome of each call,
so that we can improve our sales conversion
rates?
Our agents receive high numbers of emails,
how do we monitor this correspondence and
ensure emails are being dealt with?
I'm starting to see an increase in business
from my web site, how can I integrate this
into my call centre?
With a true call centre system, all of these
questions can be answered.
| |
Click here
to enlarge image |
Why use a call centre ?
 |
Because
of the sophisticated way of handling
calls, more incoming calls can be
answered by fewer agents, thus saving
money |
|
By using
an outbound dialling package, in a
marketing campaign, agents can make
twice as many calls, because the system
is presenting calls with customer
details as soon as the agent becomes
free |
|
With skills
based routing, calls are always presented
to the most qualified agents to take
the call |
|
Numerous
reports can be interrogated either
in real time, or historically, such
as missed calls, average hourly calls,
closing rate, agent performance, etc. |
|
On some
call centres, different modules can
be added, such as;
|
Email Queueing
& Escalation |
|
Announcement |
|
Web Chat |
|
Voicemail call
back modules |
|
Web Call back |
|
Outbound dialling
/ predictive dialling |
|
Interactive Voice
Response (IVR) |
|
Supervisors &
windows wallboards |
|
We can advise on the most suitable system for your organisation. To request a brochure, free communications audit or more information please
click here. |
|
