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 TRANSFORMATION

VOICE OF THE CUSTOMER (VOC)

Voice of the Customer solutions for call and contact centres collect data from customer feedback, opinions and preferences gathered during their interactions with your business.

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Better understand your customers' needs, habits and goals with
call centre voice of the customer solutions (VoC)

To deliver a truly excellent CX you’ll need to understand your customers’ needs, habits and goals. Our call centre voice of the customer solutions collect data from customer feedback, opinions and preferences gathered during their interactions with you. This helps you to build a complete picture of your customers and to make improvements to your CX to better meet their needs. By actively listening to and addressing the voice of the customer, contact centre managers can enhance agent performance, refine services, and elevate the overall customer experience.

Fully analyse customer feedback through a variety of different mediums

Our VoC solution aggregates data from various communication channels such as emails, calls, chats, and social media to uncover the underlying drivers of customer behaviour. This provides you with a comprehensive understanding of customer needs and preferences, empowering your business to identify areas where products and services can make a meaningful impact and enhance customer satisfaction and loyalty.

Our voice of the customer solutions seamlessly integrate with existing technology including CRM or ERP software, ensuring that capabilities complement and enhance existing systems without any disruption.

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CLIENT CASE STUDY

We helped Dignity Funeral Directors boost annual revenue by £6.3m and improve data accuracy with a unified communications platform.

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Generate and manage customer surveys and forms to gain valuable insight with VoC solutions

Create and manage surveys and feedback forms that enable you to ask customers for feedback at appropriate touchpoints throughout their journey. This includes post-interaction surveys, email surveys, or feedback forms integrated into digital channels. The system helps to gather feedback and analyse the results.

Our compliance solutions include features such as call recording and archiving, data encryption, secure payment processing, agent training on regulatory requirements, and automated compliance monitoring. Helping contact centres mitigate regulatory risks, avoid fines and maintain legal and ethical standards in their operations.

Analyse the sentiment expressed by customers during conversations with voice of the customer tools

Analyse the language and sentiment expressed by customers across various communication channels leveraging natural language processing. This includes social media, emails, chat transcripts, and voice interactions.

By identifying the motivation and intention behind customer interactions, contact centres can gain deeper insights into customer preferences, pain points, and overall sentiment.

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Read our AI Driven Contact Centre Guide

This handy guide has been put together to showcase how combining the latest AI and innovative technology enables you to deliver next-level CX as well as cost reductions in your contact centre.

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Measure CSAT and CES to improve the customer experience levels

Monitor customer satisfaction metrics over time by tracking key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

By tracking these metrics with VoC tools across different stages of the customer journey, you identify trends, areas for improvement, and opportunities to enhance the overall customer experience.

Use dashboards you can consolidate all the valuable customer feedback gained

Easy-to-use dashboards consolidate customer feedback and performance data into one central location and offer customisable views and permissions tailored to different roles within the contact centre. Agents, supervisors, and managers can access relevant insights and metrics to inform decision-making and drive improvements in customer service delivery.

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Benefits of implementing VoC solutions

GAIN INSIGHT TO BETTER INNOVATE

Voice of the Customer tools are essential for businesses aiming to understand and meet customer expectations effectively. It helps identify strengths to build upon, saves time and costs by swiftly resolving issues, and provides insight for innovation aligned with customer feedback, maximising resources.

BOOST CUSTOMER ADVOCACY

By actively listening to and implementing changes based on customer feedback, companies enhance the overall customer experience, CSAT level and increase retention rates. VoC solutions also boosts customer advocacy by encouraging satisfied customers to share positive experiences, attracting new customers through referrals.