Improve customer interactions and agent productivity with our inbound contact centre solutions
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.
Streamline your inbound communications with Opus
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
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 (see below).
Intelligent IVR and Skill Based Routing
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. Furthermore, skills-based routing allows you to assign skills and attributes to each agent with different ‘priorities’ for example language fluency or in-depth knowledge of particular products or services.
Global Inbound Numbers
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 undoubtedly help you improve your business reputation and customer service.
Using Chat bots to take care of the more routine or mundane calls that come into the contact centre can be a more efficient use of agent 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. They can even take credit card payments using multi-lingual text speech. 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.
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 as successful call handling can be the make or break for your customer service. Dynamic agent scripting tools use your existing business knowledge to help agents confidently deliver consistent and clear communications to callers every time.
Real-time Dashboards and Reporting
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 business and stay ahead of the game.