Contact centres are on the brink of a revolution that will pay huge dividends for customers and companies
A whole new role for contact centres beckons; that of rapidly understanding and efficiently communicating precise details about customer demand to the whole company.
Armed with this insight, contact centres can now be equipped to serve the company’s internal customers better than ever before. Operations management can identify what areas need attention and prioritise action; the finance department can finally see who should be paying for all those calls being answered; customer service leaders can create concrete business cases for improvement projects; HR can target their training budget for maximum impact; and IT can learn what services could and should be put onto the self-service platform.
How it’s done
Combine the fact that customers use contact centres to talk to companies about everything, with a new ability to automatically monitor and understand what’s going on in every one of these conversations, and suddenly a company’s contact centre is transformed into a source of amazingly valuable information that can make a company more agile, responsive and profitable.
ASC automatically combines disparate information streams such as quality assessments, desktop, speech, and content analytics and customer feedback, to present contact centre leaders with the most complete insight ever into what drives customers to the contact centre and what happens when they get in touch.
Detailed and reliable information about what works for customers, and what doesn’t, is now available within hours of contact being made.
That means, for example, that a spike in contacts about issues with a company’s shipping department can be identified, escalated, and potentially resolved faster than ever before.
Alternatively this intelligence, delivered very soon after first contact is made, can point to changes in how a product or service is offered that greatly increase sales conversion rates.
This new role for the contact centre is now possible thanks to a combination of better analytics technology and better understanding of how to use this technology.
With almost 50 years of experience, and tens of millions of pounds of invested in research and development, ASC is at the forefront of this revolution.
In the words of one ASC customer: “Now that we can understand the gist of every call, we’re able to reduce those ‘avoidable’ calls that customers hate; we can improve the parts of the company that are overloading the contact centre; we now target agent training and process improvement with surgical precision; our customers are happier and more loyal and we spend less money keeping things that way!”
ASC has the technology, engineers and specialists right here in the UK to help contact centres realise this transformation.
Already market leaders on continental Europe, ASC has now entered the UK market with a unique combination of German engineering and a focus on results that put this revolution within reach of every contact centre.
Paddy Coleman is Managing Director of ASC telecom UK Ltd.