Businesses that receive calls from their clients require call center technology to:
- Improve customer satisfaction, retention and sales
- Provide better service and sales by routing callers to the correct agent, immediately (IVR + skill based routing)
- Eliminate voicemail purgatory for callers by providing a queue, where callers have the option to hold for the next available agent (ACD + queuing systems)
- As more and more mission-critical applications move on the Internet, providing highly available services becomes increasingly importantGather business intelligence
- Call center technology supports processes where valuable information can be gathered about the caller and their reason for calling, satisfaction levels and plans for additional purchases
- Info can be qualitative, in the form of recorded agent interactions
- Info can quantitative, like reports that aggregate many interactions and provide summaries and averages
- Be more productive, manage your staff more effectively
- Recordings are ideal for training and quality assurance purposes
- Reports highlight top performers and those needing coaching
- Remote agent technology allows staff to work where most productive
- Good call center design allows for more work to be done by less people
Applications:- Customer service desks
- Help desk or technical support
- Virtual call centers
- Sales desks
- Order desks
Why hosted call center?Traditionally call centers have been deployed on premise. A new technology delivery model called software as a service is the enabler of the hosted call center services, which provide the necessary software and expertise while leveraging your existing hardware. Advantages of hosted over premise based deployments include: - Build and grow a call center without capital. Pay monthly from the operations budget.
- Reduce total cost of ownership - drastically. Leverage all existing equipment and receive full support and technology refresh, included in the subscription.
- Prepare business continuity plans. With new disaster recovery capabilities save revenue, avoid litigation and go about “business as usual” during a crisis.
- Enable remote agent functionality for telecommuting and virtual call centers to drive cost savings, recruiting and growth.
- Learn by mining data and calls. Access call reports, agent stats and even recordings of ALL inbound and outbound calls - from anywhere.
- Improve staff productivity. Simple interface is easy to learn and easy to use for agents, supervisors and administrators – make everyone more efficient.
- Evolve your call center - continuously. Full customization available to grow and change as your business grows and your unique needs change.
- Always have the right expertise, at the right time. Support provided by responsible experts that are accountable to you at all times for the health and welfare of your call center.
Mini case studies of process improvement using basic call center technology| Company: | Canadian Marketing Firm | | Strategic Goals: | Improve infield execution | | Tactics: | IVR | | Problem: | Infield execution took longer than planned as a result of calls back to Head Office not being answered by the most knowledgeable person | | Solution: | Implement a skills based routing solution, avoiding callers being transferred around and increasing first call resolution. | | Measure of Success: | Improve first call resolution and average turn-around time to resolve a call |
| Company: | Regional Airline | | Strategic Goals: | Improving client satisfaction of their key accounts | | Tactics: | IVR, Reporting and Recording | | Problem: | High value clients are waiting too long, agent performance is unmanaged | | Solution: | Implement VIP direct line with top agents; introduce quantitative and qualitative monitoring. Record calls for learning opportunities; review reports to enforce accountability | | Measure of Success: | Establish a baseline of service levels and identify top performing agents |
For more information regarding these and other Orion services, please contact us today. 1-800-398-5770 or
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