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.

Customer interaction Analytics for Contact Centre

Analyse all customer interactions with interaction analytics

Interaction analytics analyses various forms of customer interactions coming into the contact centre, such as phone calls, emails, chats, and social interactions. This analysis uses advanced technologies, including natural language processing (NLP) combined with speech analytics, to extract valuable insights.

Customer interaction analytics enable businesses to gain a deeper understanding of customer behaviours, preferences, as well as their sentiment. By analysing the content, tone, and context of customer interactions, contact centres can identify trends, patterns, and areas for improvement. The insights gained from interaction analytics can then be used to enhance the overall customer experience, improve agent performance, and drive strategic decision-making across the business.

Understand and improve the customer experience with interaction analytics

By analysing customer interactions, contact centres can identify pain points, common issues, and areas where customers may be dissatisfied. This information can be used to make process improvements, address customer concerns more effectively, highlight a business case to deploy innovative technology solutions such as IVA, or Agent Assist and ultimately enhance the overall customer experience.

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Enhance agent performance using data to identify areas for improvement

Customer interaction analytics enables contact centres to evaluate agent performance by analysing factors such as call handling times, adherence to scripts, and customer satisfaction ratings.

By identifying areas for improvement and providing targeted coaching and training, contact centres can help agents develop the skills and knowledge needed to deliver exceptional service.

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Monitor levels of compliance that contact centre agents are delivering during interactions

Interaction analytics can also be used to ensure compliance with regulatory requirements and industry standards.

By monitoring customer interactions for compliance issues, contact centres can identify and address potential risks, such as breaches of data privacy or non-compliance with company policies.

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Seamlessly integrate data and analyse all customer interactions

Interaction analytics is a vital tool in today’s omnichannel customer service landscape, where interactions occur across various platforms. It seamlessly integrates data from multiple channels into a centralised system, enabling businesses to analyse and compare customer interactions comprehensively. Interaction analytics serves numerous practical purposes. It facilitates quality assurance and scoring, allowing managers to monitor interaction quality and provide feedback for improvement, as well as enhancing the overall customer experience by identifying recurring issues and areas of dissatisfaction. This enables contact centres to address customer pain points effectively.

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