Contact Centres

Ensure Your Customers Can Find You and Always Get the Service They Expect

In a true contact centre operation, a phone call is just one of the many elements of communication. Increasingly, your customers are using mobile phones, text, social media and email to make contact – this presents both challenges and opportunities to your customer service teams.

Contact management can extend the capabilities of your business beyond the physical locations it occupies. By facilitating seamless home and remote working, it reduces the need to have onsite, dedicated staff since calls can be routed intelligently to the right person regardless of where they are situated.

The addition of enhanced multimedia functions such as presence, web chat, queuing emails and web forms allows contact centre management to significantly enhance the communication experience for both staff and customers.

With well designed contact centre services, communication processes can be used to enhance staff effectiveness as well as significantly improve the customer experience.

As part of an integrated communications environment, a contact management solution from 365iT consultancy services can offer your organisation the following benefits:

  • Build brand reputation with improved customer service.
  • Lower call abandonment
  • Reduced call handling times
  • Skills-based routing
  • Priority call handling
  • Screen pop database information
  • Reduce costs through remote working
  • Information about callers before and after the call

Give your business the right boost with improved customer satisfaction and employee productivity– simply call us on 0845 5055 365 or email to learn more.