Are companies really aware whether their call centres are operating at maximum productivity levels? Quite often contact centres may have grown from being a small space in a back office with a few desks to a fully operational call centre, but the technology will have remained unchanged. This can lead to outdated systems, all of which can have detrimental effects on corporate image, reputation and ultimately the success of the business.

This is where outsourcing can be a real benefit to organisations wishing to optimise their range of choice and level of customer services.

According to Eclipse’s own James Le Roth writing in utalkmarketing, outsourcing to a third party can also give businesses access to additional customer data, not available by conventional in-house means such as web forms. A skilled contact centre advisor will be able to interact on a more insightful level with callers, capturing the essence of how consumers feel about the brand, whether positive or negative.  

A fully operational call centre must operate a comprehensive service providing value for money, with modern technology capable of handling multi-channel responses and be able to scale up and down according to customer demand. Semantic technology is the latest electronic tool to assist with providing timely and accurate customer responses helping businesses to improve customer service by interrogating information from multiple data sources to assist with answering customer queries, enabling agents to provide faster, more precise answers.

Campaign elements will often include email, phone, SMS and mail all of which can be supported by semantic technology.

PAGE TOP

     What are these?

This entry was posted on Friday, October 3rd, 2008 at 9:29 am and is filed under Comment. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.