Five essentials for informal contact centre success

Contact centre functionality that can seamlessly be added to your UC to help boost efficiency and customer experience

In our last blog we looked at the questions you should ask to determine if your business is running one or more informal contact centres. If you answered yes and would like to know more about the benefits of adding contact centre technology to your informal contact centre, read on to find out the five essentials for informal contact centre success.

Five essentials for informal contact centre success

Formal contact centre functionality can easily be added to your informal contact centre. We’ve comprised five contact centre essentials that you might want to consider seamlessly adding to your informal contact centre to help boost your efficiency and customer experience.  

1. Improve customer interactions with skill-based routing

If you have customers that require very specific information or have complex issues that need solving, then skills-based routing could be an option. Building long-term and lasting relationships is critical to any business and the longer a customer has spent being transferred to the right person or is waiting on hold, the harder it will be to have a meaningful conversation and ultimately retain that loyalty. Informal contact centres can often be siloed and calls can’t always be easily transferred to the right staff. Skill-based routing starts the conversation in the right vein by bringing customers to the staff member best qualified to help them and allows the informal contact centre to be more agile in the way they utilise staff.

Read more about our inbound contact centre solutions here

2. Free up your time from running reports

Now could be an ideal time to look at how much potentially wasted time is being take up manually creating and running reports. By adding traditional contact centre quality management reporting into your informal contact centre, you could significantly help you to free up valuable managers time to be focused on other elements of the job such as training, development and mentoring of employees. Regular reports can easily be automated and time taken to create ad-hoc or specialised reports can be greatly reduced with the right analytics tools in place.

Related Read: Six ways to improve your remote contact centre quality management

3. Optimise your workforce and employee experience with Workforce Management tools

If you’re forecasting and planning is somewhat off the mark, perhaps at particularly busy times of the year for example then perhaps it’s time you looked at how to drive better efficiencies within your informal contact centre set up. Many companies still use traditional Excel spreadsheets to help with forecasting and planning, which is fine up to a point, but can also bring with it a lot of inflexibility. Workforce Management tools allow you to have the right people, with the right skills, doing the right job at the right time! Workforce Management can also be integrated into your UC to enable you to get the most out of your staff by empowering them to manage their own schedules and workload and to drive efficiencies within your business.

For more information on how Workforce Management could help you, read more here.

4. Keep your customers happy by setting up SLA’s to measure satisfaction

In the informal contact centre, it’s not always top of mind to think about measuring your customer service metrics because your employees will more than likely be carrying out a number of tasks outside of answering the phone and dealing with customer queries. But, as we all know caring for your customers should never be neglected and one of the ways the informal contact centre can put measures in place for this is acting like the formal contact centre when it comes to your SLA’s. In our blog, ‘The Contact Centre metrics you should track to help keep your customers happy’ we looked at seven metrics that can be used and that could benefit your informal contact centre operations. At Opus, we understand the benefits of using performance metrics first-hand as we operate an informal contact centre ourselves in the form of our Customer Service Team.  

5. Make it easy for customers to get in touch by introducing an omni channel experience

Communications these days cover so many more touch points then then the phone and in today’s increasingly digital world not all you customers might want to call you! Instead, they might prefer to use other channels such as webchats, website FAQ’s, email or even social media. By providing a range of options for your customers to get in touch you can start to turn your informal contact centre provide your customers with a seamless omni channel experience to ensure you remain agile, relevant and fluid to adapt to their needs in these rapidly changing times.

Related Read: The rise of the digital consumer and what this means for customer experience

Watch our on-demand webinars to find out more about boosting your informal contact centre functionality ....

 

Security, Compliance & Agility Webinar 
Employee Experience equals Customer Experience Webinar
From Disruption to Transformation Webinar

Ensure your remote informal contact centre is secure, compliant and agile. 

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Detirmine how you agent experience can help dial up cusomer satisfact. 

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How to adapt to shifts in customer behaviour to deliver exceptional results. 

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For more information about this or any of our news items please call us on 0800 316 7566.
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