Optimising your contact centre with Veridian
The Four Key Technology components that make up a Smart Contact Centre are:
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Your contact centre is your main customer interface, but is your contact centre fulfilling your business needs? Has your contact centre met your expectations for return on investment (ROI) and profitability? Veridian Solutions (Veridian) review for Contact Centres is a high value performance assessment, designed to solve critical problems and identify areas for future development. It provides you with a prioritised action plan enabling you to deliver the highest levels of customer satisfaction and retention. Veridian team have over 11 years’ experience of working with contact centres.
Optimising your contact centre with Veridian
Your ability to provide excellent customer service reflects on your business and affects your bottom line. So how do you develop a call centre with the capacity to cope with peak workload; staffed by efficient, intelligent agents; handling customer requests the right way, the first time?
Veridian can help you bring all the elements of a great call centre together. Integration of your computer and telephony (CTI) enables greater synchronisation, so your customer can be helped faster and more effectively. Add to the mix your customer relationship management software (CRM) for a best-practice call centre solution.
Veridian understands what drives your business. Our technical expertise, industry experience and business insight enable us to work with our customers to design and deliver contact centre solutions that deliver a real business advantage.
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Smart enhancements to your call centre:
Inbound call routing: Delivery of the most important customers to the most skilled agents ensures efficient use of resources and a pleasant experience for the customer.
Outbound call routing: Proactively call customers for sales and promotions. Manual dialling is slow and inaccurate – predictive dialling can substantially increase your productivity.
Interactive Voice Response (IVR): Help customers to help themselves. A well designed IVR solution can reduce staff and customer management costs whilst providing a solution that has become the expected business practice.
Speech recognition: Market leaders are now using speech recognition to give customers the ease and freedom to ‘talk’ their way to the right agent. Australian customers are extremely receptive to this new technology and enjoy the experience. Enhance your reputation and upgrade to speech recognition, it’s easier than you think to integrate with your existing systems.
Virtual Contact Centres: Link up all your customer interaction points with a single routings strategy. Treat multiple sites as one large contact centre, find staff in rural areas, balance the workload. Decrease costs as you increase customer satisfaction.
Computer-telephony integration: Do your customers ever ask you why you have to ask them again for their customer number, even though they just keyed it in? CTI makes your system and your agents look smart to your customers. The information is delivered to them by ‘screen pop’, saving about 20 seconds per transaction.
Workforce Management: Looking for an easier way to manage your call centre workforce? Want to maintain workplace rules whilst maximising agent satisfaction? We can tailor and deploy a feature-rich workforce management solution to suit your environment and priorities.
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