Call Centre Solutions
How can you exploit technology as a catalyst to improve your contact centre operation?
Business requirements
Whilst every project is different, the common business requirements for a technology enabled call centre solution typically include:
- A technology investment that is part of a wider transformational change programme within the contact centre – one which is often driven by a future growth strategy for the organisation.
- These ambitions can best be achieved by a focus on excellence – not only in providing a great customer experience but also looking to minimise the customer effort when dealing with the organisation.
- A strategy to adopt multi-channel communications as part of an integrated channel approach, as increasingly customers are judging the overall effectiveness of an organisation not only by the quality of the voice communications but also by their contact online, through email and across social media channels.
The right contact centre technology platform is key
Technology has a key role to play as a catalyst to enable this overall change programme. In the first instance to provide en effective voice platform for handling a mix of inbound and outbound contact, routing those calls through to the agent with the best skills to deal with that enquiry, along with comprehensive reporting that reflects the key performance data required at agent, team and centre level. In future phases, then to add additional channels through an integrated work queue – so that there is the ability to manage the contact centre resources as a single resource pool that manages all voice, email, webchat and potentially even Social Media contacts. Finally, to look for opportunity to allow customers to self-serve – using automated applications that minimise customer effort.
Many technology vendors claim the ability to handle these types of contact. But for your organisation to become a leader in your sector, you should ensure that you have the best technology platform that will enable this growth strategy to flourish.
Our team
The ProtoCall One team is much more than just technical specialists – we can provide a range of Subject Matter Expertise specialisms across Customer Experience, People, Process and Operations.
We really know what contact centre excellence ‘looks like’ as we have been
judges for European Contact Centre Awards for the past 5 years. This gives us a unique ‘on the ground’ insight into what the contact centre recipe is for great customer service. Technology is a key ingredient, but relies on having the right operational KPI performance metrics, quality assessment process, customer feedback mechanisms, training and skills development and a focus on optimising processes that eliminate failure demand and waste.
Our Customer Innovations practice has ‘Big 5’ Management Consultancy heritage to assist client project teams as required. As consultants we have been involved in several projects where customers have gone on to pick up awards for excellence – so we can apply this knowledge to ensure that the call centre solution truly provides a real catalyst for change.
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