Contact Centers and Call Centers
First impressions are lasting impressions.
Contact centers are often the first point of contact customers have with any organization. How you handle their call makes a lasting impression and influences whether or not they want to do business with your company. Contact centers handle large volumes of telephone calls so they require solutions for call processing, ACD announcements and music/messaging-on-hold, this means they must constantly balance increasing costs and agent churn, with maintaining or improving the level of service customers expect. It is vital your company has a contact center solution you can rely on, and one that will help promote a positive impression with your callers.
Reduce caller frustration.
Companies spend thousands of dollars in advertisements and sales promotions to encourage people to call their company, but relatively little attention is paid to how these callers are treated once they call. Without a good contact center solution, callers get queued for long periods of time, are often on hold for extended periods and get directed to the wrong department. Avoid mishandling these valuable customers and invest in a contact center solution will help retain callers and reduce frustration levels.
1. Reduce caller frustration:
Reduce the time callers have to spend on hold and give them a sense of control, thereby reducing their frustration.
2. Speed up call processing:
Speed-up call processing by automating call transfers, offloading voice mail and IVR systems and preparing callers before they talk to an agent.
3. Provide consistent messaging:
Maintain consistent and professional messages across different departments and locations to ensure callers hear high quality messages that reinforce your corporate image.
4. Offer multi-language support:
Deliver ACD messages in multiple languages to ensure that no mater which language a caller speaks, he or she will get the same professional treatment.
5. Direct callers to departments:
Direct callers to the appropriate departments, extensions or skill sets, quickly getting callers to the right person that can help them.
6. Play initial caller greetings:
Assure callers they have reached the right company and that their call is being handled.
7. Ask callers to remain on hold:
Messages such as “Your call is important to us, please remain on the line for the next available agent” asks callers to patiently remain on-hold.
8. Tell callers how long they have to wait:
Tell callers how long you may have to wait on-hold so they can decide if they want to continue waiting or call back later.
9. Entertain and inform callers:
Inform callers about new products and services, or reinforce company advertisements and branding. It makes the caller experience better and makes on-hold time go by faster.
10. Backup to voicemail and IVR:
Answer calls or play messages, even if your voicemail or IVR system is unavailable. This means callers can still have their call answered even if the other systems are not available.
11. Inform callers of service disruptions:
Let callers know when your company is experiencing service disruptions or delays. When callers know there will be a delay, they are usually more patient while they wait on-hold.
12. Inform callers of emergencies:
Notify callers when there is a power failure or natural disaster so they will know when and if you will be able to handle their call.
Interalia can help!
Whether you have two seats or thousands, Interalia has been recognized as the leader in contact center solutions for over 34 years. Our solutions are used by 250,000 companies in 60 countries around the word processing millions of calls each and every day. Interalia understands how critical call center solutions are to companies like yours, so we make sure our solutions work with all major telephone systems and are easy for administrators to manage. We can help you create a positive lasting impression when people call your contact center.
XMU+ (Large applications up to 64 ports)
SBX (Medium applications up to 8 ports)
Message Manager (Software for Contact Centers)
VOICE (Small applications up to 4 ports)
SLA (Very small applications with only 1 port)
