Bring your customers closer to your business.
The call center is an integral part of your business. It’s an avenue for differentiation as well as channel for customers to provide feedback and interact with your team. With increased demands from customers, companies require a communications platform that’s agile enough to quickly and efficiently respond to customers from any channel, at any time.
Leveraging Zeacom’s Multi Channel Contact Centre, our solution works on leading phone handsets and systems from Microsoft (Skype for Business), NEC & Cisco. Beginning with the foundation module, you can add extras as your needs and budget dictate. Our solution allows you to respond to customers faster and easier, no matter how they contact you. Whether you have a simple phone support helpdesk or a sophisticated multi-channel call centre, your agents will have what they need to be more helpful, more efficient and more motivated.
How our call centre solution can add value to your business
|Your business challenges||How our solution can help
1. Tightening budgets
Contact centre managers are continually expected to achieve more with less money and fewer agents.
1. Increased agent productivity
Not only are agents able to answer more calls in less time, they have the information and functionality they need to retain existing customers, source new customers and increase sales revenue.
2. Attrition and absenteeism
Along with staff absences, a high level of attrition results in reduced quality of service, increased costs, creates a negative customer experience and places huge stress on the remaining agents.
2. More engaged agents
By increasing the variety of work and matching it to your agents abilities, a Multimedia Contact Centre solution makes their job more enjoyable. It also makes your agents more efficient.
3. Under and over resourcing
Managers find it hard to resource their contact centres efficiently, because they lack reliable information about demand. Thinly-spread resources can leave your contact centre high and dry during peak call times.
3. Better resource management
Intelligent routing of contacts lets you optimise the agents you have. Comprehensive reporting makes it easier to predict when you’ll need more agents or if you can send the overflow to staff in other departments during peak times. You can also get more out of your existing agents by using automation to reduce handling time or offload routine inquiries.
4. Poor first-call resolution
Every call transfer has a negative impact on customer satisfaction because it wastes time and increases frustration. And of course your agents’ time is being wasted too, putting further pressure on resources.
4. Right person first time
Dramatically increase first call resolution by automatically routing to the last called agent, to the most skilled agent or to another department for handling.
5. High call abandonment rates
A shortage of agents can lead to long queues of frustrated customers and high call abandonment rates. High abandonment rates can also inflate future call volumes, creating a vicious cycle.
5. Customers spend less time waiting
During peak times, customers can be given the option of leaving a callback request or you can engage them with recorded music, news and messages. Offering customised announcements encourages callers to wait up to 35% longer.
6. Under-performing agents
Managing staff that aren’t performing well is always a challenge. Your business can’t afford to carry under-achievers, but how do you pinpoint who isn’t performing and in what areas?
6. Information to succeed
Our Contact Centre solution encourages self-monitoring and healthy competitiveness between agents by providing them with easy access to real-time queue, agent and team statistics. Managers can use a combination of real-time and historical data to monitor performance, so that issues can be quickly identified and addressed before they impact on customer satisfaction.
7. New communication channels
If your call centre isn’t equipped to efficiently manage email, chat, SMS and social media, your business is missing out on valuable opportunities.
7. Unify all your communications
Your agents can receive and respond to every contact using a single interface, regardless of media type. Faxes, emails, SMS messages, chats, social media and requests generated from the web are treated with the same care as phone calls, allowing your contact center to deliver a consistently high level of service.
Enhanced Feature Options
Offering choice and flexibility, our call centre solutions are scalable in deployment, size, complexity and integration to suit your business requirements. Additional features that can be added include:
- Multi-channel interaction
- Voice interaction
- Outbound contact
- Business intelligence
Why partner with PhoneTek?
- Deployment Experience. PhoneTek has over 10 years experience at deploying Contact Centre solutions, our engineers will work with you on your whole deployment from scoping through implementation through to support.
- Training Offering. Without successful technology adoption the solution success can be challenged. Our services include full instructor led training to ensure your staff can use, manage and operate your contact centre.
- Multi-Vendor Experience. PhoneTek has experience deploying Zeacom’s contact centre solution across multiple PBX vendors including Microsoft Skype for Business, NEC, and Cisco based UC systems.