Problems & Issues
Lengthy call waiting times – frustrated customers abandoning calls
Customers hearing “Sorry our systems are down” or “the computer’s being slow”
Frequent outages or phone system failures leaving callers unable to reach you
Poor first contact resolution rates - the same customers have to repeatedly phone you
Slow call handling due to the time it takes to call up customer details
Struggling to resolve customer disputes
Technology to enhance service
Giving customers the best service experience is critical to maintaining and strengthening your reputation. It drives growth as happier, loyal customers will buy extra services and recommend you.
44% of all customers vow to use a company more frequently following a good service experience
71% recommend them to others
Today’s more highly educated, informed & demanding customers expect to be put through quickly to the right person, every time. And have their calls dealt with as swiftly & effectively as possible.
The right business technology can help you consistently deliver the service standards they insist on. From solutions to help reduce call queue lengths or improve the routing and resilience of your communications, to tools that better integrate your voice & business systems or increase the options staff have available for communicating.
Without this you’ll continue struggling to deliver the service standards expected. And run the risk of upset callers publically complaining about you on social media like Twitter and Facebook, damaging your reputation and costing you business.
Enhance your Customer Experience
Technologies, Solutions & Strategies
Call Centre Software
Call Centre Software provides live monitoring of your whole environment, so you can shift resources to where you need them. Reduce call queue lengths and speed up the time it takes callers to speak with you.Contact Centres
Unified Communications & Collaboration
Unified Communications Solutions
Equips staff with tools like instant messaging, voice and video conferencing to work faster and more effectively. Presence enables them to quickly identify when a colleague’s available and able to help them. And a choice of messaging, voice and video allows them to select the most appropriate conversation tool.
Assist with customer disputes, by enabling you to quickly access ‘who said what’ in any discussion
Automated Call Distribution
Assesses current queue conditions and intelligently prioritises and re-routes calls to staff members that are available & ready to answer them.
Skills Based Routing
Improves first contact resolution rates, by automatically identifying, assigning and routing calls through to the team with the right expertise to help.
Interactive Voice Response
Quickly guide customers to the right place. Some systems provide pre-recorded answers to simple questions, or information about the number of callers in front of a customer, with helpful details about how much longer they’ll need to wait.
Call reporting tools
Allow you to closely monitor & measure call volumes and performance, so you can swiftly identify trends or problem areas you need to improve.
Computer Telephony Integration (CTI)
Common CTI functions including screen popping, automatic/computer-controlled dialling and transfers, make it quicker to identify the customer you’re speaking to and forward their call to another colleague when it’s required. Integration with essential business systems such as ERP and CRM also makes it simpler to find detailed notes about a customer’s history and reduce call times.
Reduces the risk of outage or system failure, keeping you connected to customers. Cloud systems are resilient by design - from the phone system and redundant power connections to their off premise hosting in a fully resilient data centre.Hosted Telephony Solutions
Help enhance your communications resilience, if you’re a multi-site business that has connected your branches via a private network. Should a phone system fail at one of your branches, a failover automatically re-routes calls to another site, so you’re always available for customers.More on Resilient Technology
Improving your customer service and striving to deliver ever higher levels of quality is essential. It not only strengthens your brand, but enhances your ability to retain and attract new customers - one of the most effective ways to grow your business.