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.

CX Discovery for Contact Centre

Optimise customer experience with our CX Discovery solution

Our CX Discovery solution is a consultative exercise aimed at helping organisations transform CX in a structured way. It’s a strategic framework we have designed to significantly improve customer experience (CX) within the rapidly evolving contact centre environment. With customer expectations increasing all the time, and digital transformation accelerating unprecedented changes in CX delivery, simply providing traditional customer service is no longer enough.

Efficient service is key to delivering exceptional value

With faster issue resolution, reduced operational costs and proactive problem-solving, Opus ensure minimal disruptions to your business.

NET PROMOTER SCORE

Month on month we survey our customers to ensure our customer experience levels remain consistently high

CUSTOMER SATISFACTION

97.5 %

CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus

FIRST TIME FIX ON A P1

99.2 %

We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents

Using customer journey analytics to understand customer behaviour patterns

Customer journeys are often disjointed, leading to frustration and inefficiency for both customers and contact centre agents. CX Discovery uses a methodical and comprehensive approach to review and optimise customer interactions to transform the customer experience. Our CX Discovery process aims to streamline the customer journey, reducing friction and improving the overall experience.includes a detailed analysis and suggested enhancement of each stage of the customer journey.

By streamlining processes and reducing response times, Conversational AI tools can identify and overcome operational efficiency improvements and ensure consistent service is delivered.

CLIENT CASE STUDY

We reduced cost per contact by 18% and improved agent satisfaction and CX for Which? the UK’s leading consumer champion.

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Our strategic partners

Our CX Discovery consultancy helps improve the customer journey

Our CX Discovery framework is aimed at improving how customers interact with organisations every day, whether it’s to buy goods, solve problems, or seek advice.

Typically, these interactions begin with a Google search, leading to a website or mobile app visit where customers navigate different pages, engage with FAQs or log into portals to find solutions.

If digital channels don’t work, customers often resort to calling a contact centre. This typically follows a linear process.

Read our guide exploring how you can revolutionise CX within in Finserve organisations using AI

Discover the current industry views on AI within risk adverse industries. We explore the use cases for AI and take a look at which FinServe companies are successfully using it and how AI is delivering value.

READ THE GUIDE

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Navigating and removing friction to deliver a higher level of CX and CSAT

Customer journeys can become disconnected, causing customers to waste time navigating complex websites, queuing to talk to customer service, or being transferred between departments. This leads to frustration for both customers and agents.

The online journey and the contact centre often feel separate, and this creates inefficiencies. Agents may need to navigate through various systems to address issues, and valuable data generated during the process is often underutilised. We review the customer journey during the CX Discovery process making suggested improvements.

Our CX Discovery Framework

Accelerating a major CX transformation programme requires setting clear CX goals from the start. Before getting your CX transformation underway, we’ll need to assess your current contact technology infrastructure in detail and establish how you can maintain effective engagement while also driving transformation.

To help get your CX transformation projects on the right track, Opus offers a powerful, free CX Discovery framework designed to help organisations on their journey to customer experience excellence.

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CX Discovery produces cost savings and boosts customer retention

Delivering a high-quality customer experience at scale isn’t easy, particularly if you’re still relying on an inflexible infrastructure.

Therefore, it’s essential to make the correct decisions when it comes to transforming your CX strategy. By getting it right, customers will remain loyal, spend more, and likely share and endorse their positive experiences. Making mistakes with your CX can incur substantial costs, not only in terms of poor customer satisfaction but also in reduced sales and a damaged reputation.

World class CX Transformation solutions designed to enable your business to
deliver the highest level of customer experience

Our CX transformation solutions cover every aspect of CX. See some of our other services below.

Workforce Optimisation

Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.

Quality Management

Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.

Voice of the Customer

Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.

Voice of the Employee

Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.

Conversational Analytics

Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.

Interaction Analytics

Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.

Reporting Analytics

Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.

Conversational AI

Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.

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Find out more about our CX Discovery consultancy to take your contact centre to the next level

We work with over 800 clients across the UK. Get in touch and see how Opus can deliver value to your business.

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Reigate Office

London Court
39 London Road
Reigate
Surrey
RH2 9AQ

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London Office

60 Cannon Street
London
EC4N 6NP