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.

CX Transformation Contact Centre

Contact Centre CX Transformation Solutions

As a specialist managed service provider for contact centres, Opus only partner with the leading contact centre vendors and are completely technology agnostic, meaning we can recommend a solution or variety of technology solutions to meet the specific and unique needs of your business.

CX Transformation is an all encompassing suite of tools, technologies and processes that enable a contact centre to fully transform the customer experience. Our team of highly experienced contact centre consultants work with our clients to evaluate contact centre performance, implement new technologies, evaluate and help optimise workflows, and guide our clients to implement operational best practice across every aspect of the customer journey.

Our contact centre partners

Opus only partner with the the leading contact centre vendors in the industry.

Workforce Optimisation manages performance helping to enhance CX

Workforce Optimisation (WFO) is strategic approach to help manage and improve the efficiency, performance, and satisfaction of contact centre agents together with enhancing the overall customer experience. It helps Contact Centre Managers to reduce operational costs, reduce overstaffing or understaffing, and optimise their current resources to meet service level agreements (SLAs).

Workforce Optimisation requires a combination of tools and sometimes technologies to ensure that the right number of agents, with the right skills, are available at the right times to enable customer interactions to be handled effectively.

We lead by example when it comes to CX Transformation

With faster issue resolution, reduced operational costs and proactive problem-solving, Opus ensure minimal disruptions to your business.

NET PROMOTER SCORE

Month on month we survey our customers to ensure our customer experience levels remain consistently high

CUSTOMER SATISFACTION

97.5 %

CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus

FIRST TIME FIX ON A P1

99.2 %

We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents

Gain insights into customer trends and behaviours with Workforce Management

Workforce Management (WFM) is a part of Workforce Optimisation and enables Contact Centre Managers to forecast demand, schedule agents, and also delivers quality monitoring to help assess and improve agent performance. WFM is powered by various analytical tools to help gain insights into customer needs, trends and behaviours.

Agent training, performance feedback, and elements of gamification are often integrated into WFO strategies to enhance agent satisfaction and reduce attrition which contributes to driving better service outcomes.

AI Driven Contact Centre Guide

This handy guide has been put together to explain how you can combining the latest AI and innovative technology will enable you to deliver next-level CX within your contact centre as well as cost reductions.

Read the guide

Improve agent performance with Quality Management to elevate customer experience

Quality Management (QM) ensures Contact Centre Managers are monitoring, evaluating, and improving the performance of their agents as well as elevating the customer experience. It involves assessing interactions across channels calls, emails, chats, and more to ensure they meet predefined standards for accuracy, professionalism, compliance and efficiency.

There are many components to Quality Management, the main ones include call monitoring, scorecards, customer feedback, and analytics tools that identify trends and areas for improvement.

Voice of the Customer (VoC) solutions capture, analyse, and act on customer feedback to understand their needs, preferences, and experiences

Contact Centre Supervisors use VoC solutions to gather insights from various channels, such as surveys, call recordings, chat transcripts, social media, and reviews, to identify trends and areas for improvement. These insights help Contact Centre Managers pinpoint pain points, improve processes, and enhance products or services based on real customer feedback. Using tools like sentiment analysis and feedback loops, Contact Centre Managers can align their operations to meet customer expectations and drive up CSAT.

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Voice of the Employee (VoE) analyses feedback to improve performance

Voice of the Employee (VoE) is similar to Voice of the Customer but as it says in the name collects and analyses employee feedback to improve processes, operational effectiveness and employee engagement. Contact centres who deploy VoE solutions seek to understand the perspectives, challenges, and suggestions of their contact centre agents who often know their customers the best.

VoE solutions gather insights through surveys, one-on-one interviews, focus groups, and a variety of feedback platforms. This data is then analysed and used to identify areas for improvement in training, tools, workflows, and management practices. Employees feel they have played a part in these improvements.

Conversational Analytics analyse customer interactions across channels

Analyse customer conversations across all the communication channels your contact centre manages such as calls, chats, and emails, WhatsApp with conversational analytics to extract meaningful insights. Using tools and technologies such as speech recognition, natural language processing (NLP), and machine learning Managers are able to evaluate both the content and sentiment of customer conversations.

For example: Conversational analytics can pinpoint why customers are contacting support, evaluate agent performance, and assess the overall customer experience.

Download our guide exploring AI driven contact centres for FinServ businesses

Discover the current industry views on AI within risk adverse industries such as FinServ. We explore the use cases for AI and take a look at which companies are successfully using it and how AI is delivering value.

READ THE GUIDE

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Analyse customer interactions to help understand your customers specific needs

Interaction analytics solutions enable Contact Centre Managers to analyse customer interactions across all communication channels. It’s a powerful collection of tools for understanding customer needs and optimising every touchpoint in the customer journey.

Using advanced technologies like speech analytics, text analytics, and artificial intelligence, Managers are able to evaluate the content, sentiment, and outcomes of interactions. This helps clearly identify trends and enables continuous improvement and operational efficiency improvements to be implemented.

View, organise and visualise operational data with reporting analytics

Reporting analytics solutions help Contact Centre Managers to organise, and visualise operational data to monitor performance, identify trends, and help them to make informed decisions. These analytics provide insights into key metrics such as call volumes, average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and agent performance.

Using an array of dashboards and reports, Contact Centre Managers can use reporting analytics to track real-time and historical data, uncover patterns, and measure operational success against SLAs and business objectives. Reporting analytics also enable Managers to identify bottlenecks, predict staffing needs, and better prioritise areas for improvement.

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World class CX Transformation solutions designed to enable your business to
deliver the highest level of customer experience

Our CX transformation solutions cover every aspect of CX. See some of our other services below.

Workforce Optimisation

Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.

Quality Management

Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.

Voice of the Customer

Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.

Voice of the Employee

Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.

Conversational Analytics

Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.

Interaction Analytics

Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.

Reporting Analytics

Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.

Conversational AI

Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.

Find out more about our CX Transformation Consultancy Solutions

We work with over 800 clients across the UK. Get in touch and see how Opus can deliver value to your business.

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Reigate Office

London Court
39 London Road
Reigate
Surrey
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London Office

60 Cannon Street
London
EC4N 6NP