Contact Centre Worker

The contact centre is the heart of a modern organisation, reaching out to current and future customers across multiple channels of communication. As simpler, routine communications are performed through self-service, the calls contact centre agents take are more complex and difficult to resolve.

Believe in your call centre

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80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree. Bain & Company

In an ever more competitive world, the importance of delivering an exceptional customer experience is greater than ever. How your customers feel about you is crucially important – a key part of your overall contact centre business offering.

at the heart of business strategy,
driven by contemporary management thinking,
focused on offering ever more valuable expertise,
delivering maximum business advantage.

75% of consumers say they would do business with a company based on a great Contact Centre experience. Genesys, Global Consumer Survey, 2007

Making the Connection

In your role, you have to quickly build a rapport with each new customer, and ask them questions to establish key facts and then resolve their issue. As more customers remove themselves from marketing communications, it’s increasingly part of a contact centre agent’s job to persuade customers to take action, buy services and perform tasks. To achieve this, they have to be able to hear the caller clearly and also rise above any chatter in the contact centre.

Simply Smarter Communications

With more of your calls being of a complex nature, you therefore need robust tools that can you can rely on to withstand constant daily use and are comfortable to use for long periods of time. These tools have to be able to reduce background noise, protect against sudden loud sounds and also provide crystal clear audio quality for you and your customers.

Call Escalation

With the rise in complex calls and legislation, contact centre agents regularly have to escalate calls to colleagues both inside and outside the contact centre. The ability to see who is present and available to take calls makes it much easier for them to connect with others quickly. Being able to make a three way conversation between an agent, an expert and a customer, helps improve their knowledge and helps you deliver first call resolution.

86% of companies are planning Unified Communications in the Contact Centre

Far from its traditional ‘factory farm’ image, the modern contact centre is now a model of advanced Human Resource practice. People are its means and also its product. Delivering human empathy along with effective service calls for new ways of working and different styles of leadership.