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.

Performance Management for Contact Centre

Quickly enhance agents performance with effective contact centre performance management

Our contact centre performance management solutions help to keep your team aligned with company goals. They create alignment, inspire better agent performance, and keep the contact centre team informed with transparency and feedback which ensures there is always continuous improvement.

Use innovative dashboards to monitor agent performance

Harness the power of cutting-edge call centre performance management tools and software to monitor agent performance in real-time. Our intuitive dashboards and analytics provide actionable insights, empowering you to make informed decisions and drive immediate improvements.

Develop KPIs with meaning, track monitor and refine them.

Download our guide which informs you how to effectively use AI to reduce overheads and deliver enhanced CX

Leverage AI-powered technologies to enhance customer experience and reduce overhead costs.

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Invest in training and technology to grow and retain your contact centre agents with contact centre performance management

Invest in the ongoing development of your agents with our comprehensive training and coaching programs. From personalised coaching sessions to interactive workshops, we equip your team with the skills and knowledge they need to excel in their roles and deliver exceptional customer experiences.

Embrace the latest technology and tools to streamline processes, automate tasks, and enhance efficiency. Our innovative solutions, including workforce management systems and AI-powered conversation analytics, agent empower you to optimise operations and stay ahead of the curve.

Ensure outstanding customer experience levels are continually delivered

Ensure consistency and excellence in customer interactions with our robust quality assurance programs. Through rigorous monitoring, scoring, and feedback mechanisms, call centre performance management systems guarantee that every interaction meets the highest standards of quality and professionalism.

Inspire your agents to reach new heights with our performance-based incentive programs. From rewards and recognition to career advancement opportunities, we provide the incentives that drive motivation, engagement, and ultimately, outstanding performance.

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