What is a call centre solution?

A contact centre solution enables businesses to manage large volumes of incoming and outgoing customer calls. It is a centralised system that includes various tools, technologies, and processes for handling customer interactions, such as voice calls, emails, chat, SMS, and social media messages.

What are the five pillars of a contact centre?

People – The recruitment, training, and management of agents and other staff members in the contact centre.Process – The procedures and workflows that are in place to handle customer inquiries and requests.Technology – The hardware and software systems that are used to manage customer interactions, such as telephony, CRM, workforce management, and reporting tools. Data – The collection, analysis, and utilisation of customer data and feedback to improve the customer experience and optimise contact centre operations.Strategy – The overall vision and direction of the contact centre, including its goals, objectives, and performance metrics.

What are the different types of contact centres?

There are five main types of contact centre.Inbound – Incoming customer calls and enquiriesOutbound – outbound calls such as telemarketingBlended – Handles both inbound and outboundVirtual – staff work remotelyMultichannel – across all channelsOmnichannel – across all channels and can switch between channelsCloud – hosted in the cloud

How many calls can a call centre handle?

The number of calls a call centre can handle varies depending on a number of factors, such as the size of the call centre, the number of agents available, and the complexity of the calls.

Who are the leading contact centre vendors in the UK?

The leading contact centre vendors in the UK are Mitel, 8×8, Cirrus, Gamma and Five 9, all of which Opus Technology are platinum partners with.

Engagement Workflow Automation

Harnessing customer data and interaction context becomes effortless with
engagement workflow automation software

Engagement workflow automation software uses advanced software tools, artificial intelligence (AI), and workflow management systems to automate repetitive tasks. This transforms how customer interactions are managed in a contact centre by driving efficiency, improving service quality, and empowering agents to deliver exceptional customer experiences. By automating repetitive tasks and leveraging advanced technology, contact centres can streamline operations, reduce costs, and stay ahead of the curve whilst reaping operational efficiencies.

Streamlined customer routing enhances CSAT and agent efficiency

Automated routing swiftly directs incoming customer enquiries to the most suitable agent or department based on a range of predefined criteria, including skills, language proficiency, as well as issue complexity. Customers are seamlessly connected with the right person who possesses the expertise to address their specific needs promptly and effectively.

This not only enhances customer satisfaction by reducing wait times and ensuring accurate assistance but also optimises agent utilisation, maximising productivity and resource allocation within the contact centre.

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Empowering customer autonomy revolutionises service levels with self-service workflow automation

Embracing workflow automation facilitates the integration of versatile self-service options like interactive voice response (IVR) systems, intuitive chatbots, and comprehensive knowledge bases.

These self-service channels empower customers to independently access information, perform tasks, and resolve issues without requiring direct assistance from agents. By providing customers with the autonomy to address their queries at their convenience, contact centres can significantly reduce agent workload, enhance operational efficiency, and improve overall service quality.

Automated handling of routine tasks like data entry, ticket creation, and scheduling

By automating these repetitive processes into workflows, errors are minimised, and manual effort is significantly reduced. This enables agents to allocate more time and focus to other types of requests that demand higher levels of human intervention. Eg. handling complex enquiries, providing personalised support for VIP customers and more

Evaluation involves scoring and analysing these interactions to check script adherence, policy compliance, and service quality, laying the groundwork for continuous improvement and outstanding customer experience.

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Improving Customer Satisfaction with Response Automation

By leveraging response automation, contact centres can enhance customer satisfaction, improve response times, and drive operational efficiency. AI-powered chatbots and virtual assistants play a pivotal role in automating responses to a wide range of customer enquiries. These intelligent bots can instantly provide responses, answer frequently asked questions, and guide customers through self-service options with precision and efficiency.

Equipped with natural language processing capabilities, chatbots engage in fluid conversations, understand complex queries, and deliver personalised assistance tailored to each customer’s unique needs.

Our workflow automation tools orchestrate the seamless flow of customer interactions across various channels and touch points

By efficiently managing the routing and escalation of enquiries, these tools ensure a cohesive and consistent customer experience.

Whether customers initiate contact via chat, phone, or email, our automation systems facilitate smooth transitions between channels and ensure that enquiries are promptly routed to the appropriate agent or department. This streamlined workflow orchestration not only enhances customer satisfaction but also fosters operational efficiency and agility within the contact centre.

Unlocking insights and improving operational efficiency with automation

By using automation tools, contact centre managers gain invaluable insights through real-time analysis of interaction data. This identifies patterns, trends, and areas for improvement and managers can then optimise processes, refine workflows, and make data-driven decisions.

These insights also enable contact centres to proactively address customer needs, enhance service offerings, and continuously improve operational efficiency.

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