Why Your Organisation's Contact Centre is The Key to Providing Superior Customer Service?
Every business knows that customer service is paramount and the quality of service that you deliver can separate you from competitors. Never has this been more important or true for your contact centre. The first line of interaction with your company, is your contact centre. Therefore it must provide a level of customer service that exceeds all expectations. No matter the size of your contact centre, this means utilising telephone systems which can offer a wide range of advantages.
They say a good workman shouldn’t blame his tools but, a good contact centre needs to have a high quality telephone system to do its job effectively. Customers calling in and being directed to the wrong department or left on hold for long periods of time, will be frustrating to your callers and staff, as well as being detrimental to your brand. Fortunately there are a number of cost-effective telephone systems and software options available to you. It can be tricky to understand which of the many options available out there are right for your business. It’s worth considering outsourcing this to a good, reputable telecoms company.
A good outsourced company will take the time to understand your business needs. They will know that your organisation’s contact centre needs a telephone system which is dependable and comes ready with solutions for any telephony requirement you may have. They should be able to offer you a wide selection of telephone systems that have a wealth of features that can help with controlling the routing of calls and reporting of calls and staff activities at your contact centre(s) and help you to make an informed decision about which is the best one for your business. There are other things to consider in addition to the basic phone handsets and systems. Your office telephone provider will also be able to discuss, recommend and supply a range of hold music, IVR (interactive voice response) technology and telephony software applications designed for the contact centre industry that ensure you can improve productivity and operating efficiencies.
These extra add-ons are easy to use and scalable, through computer telephony integration you will be able to record and search for calls, screen pop customer information, listen to live conversations, produce reports on how calls are managed by agents and the customer experience, as well as having access to much more. This extra resource allows for a larger understanding of what the customer wants, the ability to monitor agent performance and enhance training, all resulting in the optimisation of your contact centres level of service and growth in profitability.