Executive Interview : Interview With Cliff Rees from Voxox
What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service?
Explore new technology or other cost-savings options that won’t impact customer service. For example, VoIP is a proven way for contact centers of all sizes to slash their communications costs by up to 80%. Another option would be to negotiate better rates with your existing telco or get rid of any short-call penalties you might be paying. You can increase your call completion percentages by avoiding telcos with PPAs (Profit Protection Applications), having multiple telecom providers for each facility and limiting the number of simultaneous calls to any single provider or geographical Rate Center.
What advice would you give to a contact center leader who is looking at new technology for the center and how best to evaluate its effectiveness and claims made by the seller of the technology?
These three tips can help navigate to the best possible provider.
1. Scrutinize pricing because it’s rarely as transparent as it might seem. Many providers offer introductory pricing and eventually bump up rates. Before you sign a contract, find out if pricing is locked in and what can trigger changes.
2. Know what kind of support is included. For example, where is the team located, and what is their availability? Are you guaranteed immediate access to a live agent every time, or is phone tag the norm? The ideal service provider is always willing to collaborate to solve problems and should be willing to work with your broadband provider, your IT team or both to track down the root cause.
3. Pick a provider that understands your unique needs. Look for providers that don’t penalize industry- or application-specific call patterns or have one-size-fits all plans. For example, cutting edge VoIP provider should offer a product portfolio that includes SIP Trunks, Hosted PBX, Conferencing Services and Wholesale SMS.
Can you share a tip or two on how to improve reduce repeat calls in a contact center?
The best way to reduce repeat calls to the same phone number is to keep an internal database that keeps track of all numbers called and the results of that call. If a number returns a network busy or on out-of-service response, that number should be taken off any active calling lists for however long seems to be a reasonable amount of time (possibly forever). If a call is answered and the answering party is clearly not interested in listening, the number should be placed on an internal Do Not Call list, at least for that particular campaign. If a number returns a Busy/No-Answer, then the number should be called again at a different time of day.
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Voxox is an innovator in unified cloud communication solutions for consumers and businesses. For consumers and its operator partners, Voxox delivers cutting-edge mobile and desktop applications that integrate voice, messaging, fax, media sharing and more. For businesses, Voxox provides an extensive suite of carrier-grade business phone solutions, including hosted IP-PBX, SIP trunking, hosted contact center, as well as a wide array of wholesale services.
Published: Monday, March 30, 2015