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.

Call Centre Quality Management Solutions

Contact centre quality management and compliance solutions

Our call centre quality management and compliance solutions are essential components of any successful contact centre operation. They help businesses deliver high-quality customer service while adhering to regulatory and industry quality standards. Using a combination of AI and automation, call centre quality management helps simplify evaluations, provides predictive scoring, and offers insightful coaching for agents. Using QM software, call centre managers can then use the analysis to prioritise critical areas, strengthen leadership skills, and motivate their agents for optimal performance.

Assess the quality of interactions with an effective quality assurance processes

A robust call centre quality management solutions monitor and evaluate the interactions between contact centre agents and customers. This enables supervisors to track customer interactions, such as phone calls, chats, emails, and social media, to ensure they meet predefined service quality benchmarks and delivers effective quality assurance.

Features such as call recording, speech analytics, screen capture, scoring mechanisms, and reporting capabilities serve are a key part of an effective call centre quality management strategy, all of these help supervisors to pinpoint areas for improvement aside from boosting agent performance.

Compliance solutions ensure your agents adhere to regulatory requirements

Compliance is a critical aspect of call centre quality management, especially in regulated industries like finance, healthcare, and insurance. Integrated compliance solutions help businesses mitigate these risks and maintain ethical practices. They ensure contact centre agents follow the relevant regulations and quality standards during all customer interactions.

Compliance related tools include call recording, secure data encryption, automated compliance monitoring, and agent training on regulatory requirements.

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Significantly improve your CSAT score with effective quality management

Call centre quality management empowers organisations to address customer concerns promptly, leading to significant improvements in customer satisfaction scores (CSAT).

Through comprehensive quality monitoring, businesses ensure that every customer interaction is handled with care and professionalism. This approach fosters trust and builds long-term loyalty by delivering personalised and seamless experiences tailored to individual needs.

Efficient service is key to delivering exceptional value

Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving give you added peace of mind that your contact centre is fully supported to perform optimally around the clock.

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

Developing agent expertise and job satisfaction and reduce attrition

A well-structured call centre quality management solution is essential for developing agent expertise and satisfaction. By providing targeted coaching and actionable feedback, these solutions enhance agent skills and boost morale, leading to higher retention rates, a more engaged workforce, and consistent, high-quality service delivery across the business.

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Call centre quality management delivers insights, compliance and customer loyalty

Call centre quality management tools analyse customer interactions to generate valuable insights into preferences and trends.

These insights help call centre supervisors make informed decisions, align their services with customer expectations, and strengthen customer loyalty. Proactive monitoring also ensures compliance with regulatory standards.

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

Our CX transformation solutions cover every aspect of CX, some our our solutions are outlined below.

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.

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.

Find out more about how our quality management solutions can enhance your contact centre

Reigate Office

London Court
39 London Road
Reigate
Surrey
RH2 9AQ

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London Office

60 Cannon Street
London
EC4N 6NP

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Hitchin Office

2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL

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CALL CENTRE QUALITYMANAGEMENT