Centre optimization and design
business environment of instant communications and the ability of
all competitors to produce roughly the same mix of product and price,
customer service becomes the cornerstone of survival.
you know your customer?
Do you know where your customer is calling from and why he/she
is calling? Do you have all correspondence, statements and profitability
information at your fingertips? Do you feel you react ineffectively
to your customer's "complaints" due to lack of information?
Can you send targeted messages such as "thank you", birthday
greetings, and marketing messages to your customers? Can you resolve
less than 90% of your customer's queries on the spot?
examples of successful Call Centre optimization by Discovery
success of any contact centre boils down to getting the fundamentals
right. This means having an appropriately trained service agent
force, equipped with the means for effective customer communication.
This can be done either verbally or by correspondence via up-to-date
online screen information available.
ACD, IVR and predictive dialling technologies together with process
re-engineering automated 25% of inbound calls, reduced call abandonments
by 85%, and process handoffs reduced by 5 times. The required service
quality and process measures were implemented for control and management
system managed an 800 seat AS400 and imaging system for document
management., faxing and workflow within the "call centre"
understands the challanges facing the modern Contact Centre, and
can assist your business to:
on thorough analysis of contact volumes, using appropriate use of
technologies such as "workforce management" systems and
other analytical tools, determine the optimum size of the agent
agent skill and technical skill levels pertaining to product or
service, as well as in people contact and communication and conflict
resolution skills. These aspects determine the direction and nature
of training required.
all processes performed to service the customer. This entails detailed
process mapping in conjunction with business "subject matter
experts" to determine the process validity and efficiency.
(Automatic Call Distribution)
is the cornerstone of call centre technologies. This component allows
inbound calls to be queued to a specific agent group or skill set
according to the rules set up within the switch software.
(Interactive Voice Response)
technology allows an inbound caller to interact with host or legacy
systems in a "self service" mode, without the need for
human agent intervention.
the main engine for a contact centre's outbound campaign operation,
and allows the predictive dialler to call numbers from a downloaded
call list. It will only pass the call to an agent when it has established
voice contact at the called end. The dialler will pass the customer
record to the agent at the same time as he takes the call. This
technology allows for increases in productivity of up to 400% in
outbound calling activity.
(Computer Telephony Integration)
that will take the identification of an inbound caller from CLI
(Caller Line Identifier) or IVR, or whatever method is used, and
fetch customer records from legacy or other systems. It will present
this information on the agent's workstation at the time the ACD
passes the agent the inbound call.
(Document Image Processing)
for customer correspondence to be faxed directly into work queues
to be worked by the agent force. Conventional correspondence received
is scanned into the system, allowing these documents to be worked
on by the agent force. The system is used typically as a storage
repository by which an agent can gain instant access to any document
and reply pertaining to a given customer.
(Computer Output to Laser Disc)
documents produced by back end systems such as statements and invoices
to be easily stored in vast bulk. Agents have instant access to
any of these text documents stored on the system in the event they
need to be reproduced and sent to the customer.
choose Discovery Business Solutions?
Business Solutions has extensive and successful experience with
regard to Call Centre technologies. Discovery integrates processes,
technology, and people so as to provide a complete end-to-end Call
Centre solution. Unlike many vendors and consultancies, Discovery
specialises in thorough analysis, process design, business case
design and approval, implementation, training, and continuous hands-on
consultancy to provide the optimum and most cost-effective Contact