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Article : Key Factors for a High Performing Contact Centre

#contactcenterworld, @callforcedirect

Author: Roshan Sookdeo. Global Outsourcing Director, CallForce Outsourcing Solutions

We’ve all felt the frustration of poor customer service.

Wasting your airtime on long queues and annoying music only to be met with a transfer to a different department is a frustration we can all resonate with.

If you are delivering your service through a contact centre, customers may forgive you once or twice, but they will most certainly not forget a negative experience with your brand.

It has been recorded that an estimated 70% of customers do not complete a transaction after experiencing negative customer service. That’s a potential 70% loss in sales or retained business, a number that no business can ignore.

So how can you prevent such CX-related losses?

Speed, simplicity, and professionalism are the keys in building a customer journey that is relevant, productive and solution orientated.

In other words: what is your response time? what is your queue time? what is your resolution time?

These factors can only be enhanced with a balanced mix of quality technology, optimised processes, and competent people within your contact centre environment.

This is a powerful formula in meeting the expectations of your customers.

Let’s unpack this formula:

TECHNNOLOGY

With increased customer demand, many different communication channels and types of enquiries to be dealt with, there are a variety of tech solutions developed for almost every scenario to support you in effectively engaging with your customers with personalised content and processes, all through their preferred communication channel.

By partnering with an experienced outsourced provider, you give your business access to the best technology and expert advice on the right tech solution specific to your business needs.

PROCESSES

Omnichannel solutions are a priority in this digital age. They provide invaluable efficiencies, personalised experiences and data insights that not only optimise the operations of your contact centre but also connect your agents and customers with multiple channels all on one platform.

A customised, outsourced BPO solution has the expertise in combining customer journey mapping with the right omnichannel solutions that carefully define what your customer would like to experience as opposed to what the internal processes may dictate.

PEOPLE

Quality technology and optimised processes are meaningless without the right human intervention. Speed and simplicity need to be delivered with professionalism for the true impact of a positive customer experience.

Finding, training, and retaining a quality team comes with its own challenges but should always be the biggest part of your investment when fostering a successful and efficient CX environment.

When partnering with a professional outsourced solution, you give your business access to a tech-savvy, customer-centric talent pool that understand the importance of delivering an enhanced customer experience.

Speed to productivity is one of the most valuable metrics when measuring the success of your customer experience, make sure you are giving it the attention it needs!

#contactcenterworld, @callforcedirect


About CallForce:
Company LogoDELIVERING CUSTOMISED CONTACT CENTRE SOLUTIONS FROM SOUTH AFRICA TO THE GLOBAL MARKET CallForce delivers customised contact centre solutions from South Africa to the local and global market. Our customer-centric approach combined with the expertise for process optimisation, technology support and continuous skills development enables us to optimise contact centre and other BPO solutions that deliver the ultimate brand experience. Our successful and proven formula combines the right people and optimised processes with technology and digital skills to deliver of an exceptional customer brand experience. Our 3 South African operational sites are in Johannesburg, Cape Town and Durban. They are equipped to international standards with IT networks and infrastructure, providing a seamless hybrid model of contact centre and remote-based operations. Our omnichannel solutions are supported by smart technology platforms that open new channels and individual touchpoints for direct customer-to-brand communication. We bring every channel together while empowering our agents to engage in seamless conversations with customers across multiple channels
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Wednesday, June 1, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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