Optimize and reduce contact centre costs
Hosted contact centre solutions
How to determine what's right for your organization
The world's most successful organizations are consistently looking for ways to optimize their operations and reduce costs to become more competitive and efficient. Yet, undertaking initiatives to optimize operations and reduce costs in the contact centre environment can be daunting.
Here are some steps that you can take today to optimize operations and reduce costs in your contact centre:
Use analytics effectively to identify and resolve issues that surface repeatedly – Some contact centres are probably spending money handling transactions they don't need to because they haven't identified the underlying issues that compel customers to contact them. Customers call contact centres when they feel they can't get the service they need from an organization any other way.
Speech analytics and Web analytics solutions from Bell provide the user with the ability to search through recorded transaction history in a quick and efficient manner – allowing you to find and correct the underlying issues affecting your customers. Doing so reduces contact centre demand levels and ensures customer satisfaction.
Inform your agents – To provide superior customer service, it is important for contact centre agents to have access to high-value information about each customer they serve, such as previous issues, transaction history and customer type. This level of detail can be provided by a computer telephony integration solution.
Provide multi-channel contact options – Customers are busier today than ever before. Providing your customers with multiple channels to reach you – such as SMS, social media, phone, click-to-chat and more – gives them more flexibility in dealing with your organization. In turn, you reap the rewards of enhanced customer satisfaction and diminishing live agent costs.
Optimize operations with self-serve applications – Live agent support is an inefficient and expensive way to serve customers for basic transactions. Self-serve applications allow your customers to retrieve account information, place orders and complete market research surveys over the phone or on the Web. This enables your organization to reduce costs, optimize operations and serve customers 24/7, 365 days a year.
Reduce costs through virtualization – Virtualizing your contact centre with cloud-based solutions allows you to reduce costs by replacing expensive capital spending on new equipment with a simple monthly usage fee.
In traditional contact centres, you have to invest in enough capacity for your most extreme demand scenarios, leaving spare capacity paid for and underused much of the time. With pay-as-you-use models through hosted contact centres, the amount you're charged each month matches exactly what you need.
With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.
We constantly test new solutions in our own 310-BELL contact centres. We apply key learnings to the solutions we offer, giving you access to best practices, new technology trends and the most efficient processes.
To learn more about optimizing your contact centre, visit our contact centre solutions page and download our white paper Finding the root cause of customer dissatisfaction with speech analytics. Then contact your Bell representative to get started on a roadmap for your contact centre.
You may also want to...
- Generate new revenue from contact centre operations
- Improve customer experience in my contact centre
- Increase agent productivity
- Reduce agent churn and improve agent satisfaction
- Improve customer service and experience
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