Managing an effective call or contact centre has its challenges. If you currently operate, or are planning a call centre...

Q. How do I keep customers happy to wait in the queue?

Q. How can I reduce abandonment rates and lost business?

Q. How can I reduce the number of callers in the queue?

Q. How can I ensure that priority callers are dealt with by specific agents?

Q. How do I maximise the productivity of my agents?

Q. How do I account for the peaks and troughs we have in our calls?

Q. How do I monitor the outcome of each call?

Q. How do we ensure that agents are dealing with email enquiries?

Q. How can I integrate increased business from my web site into my call centre?

A. A series of announcements reassure callers and advise them of their position-in-queue, significantly reducing abandonment rates.

A. Managers have the ability to control incoming call routing by scheduling call patterns depending on the time of day and day of week.

A. At busy times, callback messages can hold their position in a queue and be delivered to an agent as if the caller was still on the line.

A. By utilising Caller Line Identification (CLI) key customers can automatically be placed into priority queues or directed to specific agents.

A. "Skills based" routing profiles ensure that the most appropriate agents deal with specific calls, thereby improving customer service.

A. Sophisticated handling of calls means that more incoming calls can be answered by fewer agents, thus minimising operating costs.

A. Outbound dialling packages increase productivity as calls with customer details are presented as soon as the agent becomes free.

A. Reports can be interrogated both historically and real-time eg. missed calls, average hourly calls, closing rate, agent performance etc.

A. Some call centre applications allow additional modules to be added, such as Email Queuing and Web Call back Outbound dialling.

Small and medium-sized businesses have the same requirement to satisfy customers as larger organisations but not necessarily the resources to invest and manage complex call centre applications. Incom Business Systems can provide scalable, modular call centre solutions, depending on a customer's requirements.

CLICK HERE to request a call from one of our team to discuss your company's communication requirements OR call us FREE on 0800 652 6115.