What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

Workforce Management Solutions

Streamline operations and achieve peak performance with Workforce Management

Imagine a contact centre with AI-driven forecasting and automated scheduling to ensure your skilled agents connect with customers at the right time. Self-schedule your agents and use extensive analytics and AI-powered tools to further optimise your agents’ abilities. Fully optimised Workforce Management (WFM), is about getting the right people in the right place at the right time, streamlining operations, and achieving peak performance. Efficient automation ensures you meet more customer expectations across more channels with added personalisation, empathy, and results in quicker resolution times.

Contact centre managers can apply workforce management (WFM) to optimise operations and enhance performance

Forecasting demand is paramount in any contact centre. By leveraging historical data and trends, contact centre managers can predict future call volumes, email enquiries as well as other customer interactions. This predictive analysis enables accurate anticipation of staffing needs, ensuring that the right number of agents are scheduled to handle expected demand. Whether it’s a surge in calls during peak hours or a dip in activity during slower periods, forecasting demand allows managers to optimise staffing levels, effectively balancing service requirements with cost considerations.

Our strategic partners

Manage and create employee schedules accurately and efficiently

Creating and managing employee schedules is a cornerstone of effective workforce management. Once demand is forecasted, contact centre managers must align employee schedules accordingly. This involves ensuring adequate coverage during peak times to meet customer needs promptly while controlling costs during slower periods.

By optimising staffing levels based on forecasted demand, managers can maintain service levels and operational efficiency, ensuring that resources are utilised effectively, and customer satisfaction remains high.

Identify areas for improvement quickly to enhance agent performance

Contact centre managers track agent performance metrics such as average handling time, first call resolution to gauge effectiveness and identify areas for improvement.

Through ongoing monitoring with workforce management tools, managers can provide targeted coaching and training to enhance agent performance, ultimately leading to improved service quality and customer satisfaction.

Effective resource allocation is key to optimising contact centre operations

Using WFM, you can quickly analyse demand patterns and agent skill sets, managers can allocate resources efficiently to handle various types of customer interactions.

Contact centres operate in dynamic environments, characterised by fluctuations in call volumes, unexpected events and evolving customer requirements. To effectively manage this, Contact centre managers must remain flexible and adaptable, adjusting staffing levels and schedules as needed to meet changing demands.

Base decision making on accurate data and analytics not assumptions

Data and analytics play a central role in driving informed decision-making in contact centres. By utilising data to measure performance against key performance indicators (KPIs), managers can identify trends, patterns, and areas for improvement.

By using WFM data, managers are able to make data-driven decisions about staffing, scheduling, and performance management, ultimately improving overall efficiency and customer satisfaction.

Benefits of implementing WFM solutions

OPTIMAL RESOURCE UTILISATION

WFM ensures you have the right number of agents and management present at all times. This helps reduce overstaffing costs as well as the impact of understaffing. By matching staff levels with demand, you can reduce expenses and maximise the productivity levels.

DELIVER EXCEPTIONAL CX

By having the right agents available when needed, response times will improve across the contact centre as well as increased agent satisfaction and less stress. CX levels and CSAT results will improve to delight customers and help to retain and build customer loyalty.

TRAIN AND BETTER RETAIN AGENTS

By providing insights into employee performance and offering targeted coaching, agents are empowered to work more efficiently. This leads to better productivity and higher outcomes in reduced time frames.

IDENTIFY AREAS FOR IMPROVEMENT

Workforce Management gives you access to real-time analytics and reporting. This data allows you to measure performance, track customer satisfaction and make informed decisions.