Ensure inbound enquiries enjoy an outstanding customer experience
Offering an outstanding inbound call centre experience is a top priority for businesses who have large volumes of customers calling in for help, advice and assistance.
Having the right inbound contact centre software can make a huge impact on the way your business is perceived. Without a good inbound call centre solution, dealing with a large volume of inbound calls might become confusing for your agents, and as a result lead to a decline in customer satisfaction.
Create a memorable experience for your customers
At Opus we can advise you on the best inbound call services to suit your business. We work with a number of industry leading providers including Mitel, 8×8 and Cirrus to provide a solution that fully integrates and delivers all your inbound requirements
Our game-changing inbound call centre features include:
- Call Queue Management
- Intelligent IVR and Skill Based Routing
- Dynamic Scripting
- Real-time Dashboards and Reporting
- Global Inbound Numbers
Streamline your inbound communications with Opus
Effective call queue management ensures the customer wait time is minimal, while also maintaining fair workload distribution to the agents working. When done well, good call queue management can lead to reduced wait times and overall better customer experience. Effective call queue management can help your business in many different aspects, for example, establishing an IVR (interactive voice response) to encourage self-service and call routing to help callers get connected to the correct agents the first time.
Chat Bots can take care of queries such as finding out about opening times or actions such as customer policy renewals and payment reminders. If the task becomes more complex, at a single press of a key the call can then be routed back to a live agent. Intelligent Chat Bots can also assist your agents by automatically passing on the critical information needed to serve individual customers effectively, every time – so you can deliver a consistent, compelling, connected customer experience.
Making customer choices as interactive as possible is key. This inbound call centre feature can recognise and differentiates calls, facilitate the caller experience with ‘place in queue’ and ‘expected wait times’ and ensure customers are guided to the right place efficiently, whether that giving the customer the ability to self-serve for more routine questions or routing the call to a live agent if the query is more complex.
Take your call handling to the next level with advanced scripting tools and keep your agents on-message during every interaction. As well as receiving the right call, it’s essential to make the call as easy as possible for your agents to deliver successful call handling.Dynamic agent scripting tools use your existing business knowledge to help agents confidently deliver consistent and clear communications to callers every time.
Global Inbound Numbers are a simple and effective way for your company to achieve a global presence for your customers. If you have a global presence, then taking advantage of DDI numbers in the markets that matter most, will help you improve customer service.
Information is the lifeblood of the contact centre. Our real-time dashboards and live or historical reporting facilities will give you powerful analytics to make the right decisions for your busine and customers and enable you to stay ahead of the game.
Why do clients choose to partner with Opus?
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
We are technology agnostic and only deliver a business outcome driven approach.
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
Delivering a world class customer experience
Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
Some of the organisations Opus work with
We work with the following partners
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
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Our fully integrated service offering
All encompassing private and cloud unified comms solutions.
Fully managed, cloud based omni-channel contact centre solutions.
Complete business mobile solutions inc. device management and call recording.
Market leading outsourced IT, Microsoft and cyber security solutions.
Connectivity solutions including internet, SD WAN, MPLS, voice & connectivity.
Document management systems and managed print services.
Frequently Asked Questions - Inbound Contact Centre
An inbound contact or call centre is a customer service function whose primary responsibility is to handle incoming customer phone calls.
Inbound contact centres improve productivity by freeing up agents and handling higher call volumes. The also enable cost savings, increased sales revenue and higher levels of customer satisfaction and retention.