For some, less mature or considered developing centres to transform could mean the introduction of better management and reporting for voice calls and possibly e-mail. Many of these centres have less formal operational practices and tools in place and are struggling to scale their operations.
These groups need help in understanding the benefits of introducing routine tracking and reporting. They also need help in the interpretation of these reports, due to the nature of staff’s management background. For these centres most of their staff come from different backgrounds not related to call centres.
Bring us on to educate and provide best practice procedures that will provide the confidence and tools for better management and reporting.
For those agencies with a more mature environment, organizations want to add more value and functionality to the centre that is focused on increased sales, better customer experience that includes more choices for client interactions. These mature centres want to provide more options for communication channels, voice, chat, e-mail, self-serve and more. Centres want to offer call-back options at times that offers additional convenience.
Numerous technology choices exist for all types of customer service centres, help desks, and busy switchboards.
When we work with clients it is important to understand not only what technology is being deployed or what applications needs to be acquired, but also, what gaps might exist for staffing as it pertains to training and/or organizational structure. Another critical element is understanding current workflow activities that are triggered by a customer interactions.
We take an holistic approach when working with contact centres. And it is important to establish at what level of operation your centre is working towards.
Our experts will guide your team to make the right choice for your organization.