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.

Automated Voice Solutions for Contact Centre

Automated voice tools enhance the customer experience without the need for human intervention

Automated voice tools encompass a diverse range of functionalities aimed at improving efficiency, enhancing customer satisfaction, and ensuring a seamless customer experience across all touch points. These tools use speech recognition, natural language processing, and interactive voice response (IVR) to automate various aspects of customer interactions over the phone. They enabling customers to perform tasks, obtain information, and resolve issues without the need for human intervention and they greatly improve operational efficiency and reduce agent workload.

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IVR systems interact with customers and can route them to the best suited agent

Interactive Voice Response (IVR) systems play a crucial role in the voice automation process. Using pre-recorded voice prompts and advanced speech recognition technology, IVR systems interact with callers, guiding them through a series of options and routing them to the appropriate department, specific agent or self-service options based on their input.

This ensures that customers are efficiently directed to the right resources, reducing call wait times and enhancing overall operational efficiency.

Automated Call Distribution (ACD) systems further optimise the handling of incoming calls

They intelligently route calls to available agents or departments based on predefined criteria such as skillset, language preference, or issue complexity and more.

By automatically matching callers with the most suitable representatives, ACD ensures that customer enquiries are addressed promptly and effectively, greatly improving customer experience.

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Speech analytics are another integral component of voice automation

By analysing the content of phone conversations, automated voice tools such as speech analytics software extracts valuable insights, identifies emerging trends, and gauges customer sentiment in real-time.

This comprehensive insight gives contact centre managers actionable intelligence to refine service quality, streamline operational processes, and elevate overall customer satisfaction levels. Armed with these insights, managers can proactively address areas for improvement, tailor training programs to meet evolving needs, and implement strategic changes to enhance the overall customer experience.

Virtual assistants or AI-powered chatbots transform voice interactions using natural language processing capabilities

These virtual assistants can understand and respond to natural language queries, provide information, answer questions, and even complete transactions over the phone.

By offering personalised assistance and resolving queries efficiently, virtual assistants enhance the customer experience while reducing the workload on live agents and can often get mistaken for humans by customers.

Agents can enhance customer experience using Agent Assist

Agent assist tools equip contact centre agents with the necessary resources, guidance, and insights to enhance their customer service delivery in real-time.

By leveraging artificial intelligence (AI) and natural language processing (NLP), these tools offer agents real-time guidance, suggestions, and pertinent information. Acting as virtual assistants, agent assist tools assist agents in saving time and effectively addressing customer enquiries.

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