Contact centre checklist - part two

You may think you’re running an efficient and cost effective contact centre, but there’s always room for improvement when it comes to the customer experience! Whether it’s gaining more insight into contact centre operations so you can better manage your business, accurately staffing agents to the forecasted call volume or ensuring your contact centre is a resilient and highly available business unit - you may be missing out on key contact centre features that can help you better measure and manage your business.

If a previous article, we looked at five features that can help enhance your contact (including call scripting, adherence monitoring and interactive agent control – read it here).

Here we highlight five more key contact centre features you should be using (but might not be):

#1 Self-service Interactive Voice Response

By implementing a self-service IVR system, you can increase customer satisfaction and retention by enabling automated services from anywhere, at any time, from any phone. This drastically reduces costs while maintaining high-quality service levels and frees up your agents to handle more complicated and sophisticated customer transactions. An IVR interaction typically costs a company a fraction of the costs versus a live agent interaction – which can deliver substantial savings.

#2 Outbound dialling

Idle agents cost money, so keeping agents busy in between incoming calls by having them make outbound calls is advantageous in improving contact centre efficiencies and controlling costs. Outbound dialling enables businesses to efficiently conduct outbound contact centre tasks, such as marketing campaigns or sales follow-ups. With an outbound dialling application, the software dials the calls and then connects them with the agents, maximising resource use and productivity. Agents remain productive during their shift, as outbound dialling can be used to level out inbound traffic peaks and valleys with outbound dialling tasks.

You can instantly change agent and queue availability to adjust to unplanned call volumes and ensure efficient service.

#3 Social media monitoring

With a social media solution for your contact centre, you can monitor third-party social media sources, filter the most important messages to your company, respond in a timely manner and measure your success so you can better manage your business. Contact centre agents can proactively respond to inquiries through social media platforms in between inbound and outbound calls to optimise efficiency and improve customer satisfaction.

Most importantly, with detailed social media reporting, your business can know whether it is being promoted or demoted online so you can take the necessary steps to optimise brand sentiment. Every day more than 500 million tweets are posted to Twitter, more than 420 million status updates are made on Facebook and millions of other interactions are taking place on other social media platforms. Get involved in the conversation!

#4 Disaster recovery

Using a variety of virtualization, disaster recovery and high-availability solutions, your contact centre can ensure that it is prepared for unplanned network, data and power outages. This ensures that revenues are not lost and customer satisfaction is never sacrificed as agents can continue to work during hardware and software upgrades, server maintenance, network outages and hardware failures.

#5 Contact Centre as a Service

A cloud-based contact centre often has all of the features and benefits of an on-premises solution with the added advantages of lower hardware and IT staffing costs; data protection and security; increased scalability and flexibility by allowing you to add hardware, software and devices easily with little to no downtime; and providing your agents with a fresh set of tools to deliver even more prompt, efficient customer service.