5 More Features for Your Contact Centre

Here are five ways to improve efficiency and customer experience.

We recently looked into features that benefit your contact centre. Here are another five features.

1. Self-service interactive voice response

By implementing a self-service IVR system, you can increase customer satisfaction and retention by enabling automated services from anywhere, at any time, from any phone. This drastically reduces costs while maintaining high-quality service levels, and frees up your agents to handle more complicated and sophisticated customer transactions. An IVR interaction typically costs a fraction of what you would expect from a live agent interaction, which can deliver substantial savings.

2. Outbound dialling

Idle agents cost money, so keeping agents busy in between incoming calls by having them make outbound calls is advantageous in improving contact centre efficiencies and controlling costs. Outbound dialling enables businesses to efficiently conduct outbound contact centre tasks, such as marketing campaigns or sales follow-ups. With an outbound dialling application, the software dials the calls and then connects them with the agents, maximising resource use and productivity. Agents remain productive during their shift, as outbound dialling can be used to level out inbound traffic peaks and valleys with outbound dialling tasks.
You can instantly change agent and queue availability to adjust to unplanned call volumes and ensure efficient service.

3. Social media monitoring

With a social media solution for your contact centre, you can monitor third-party social media sources, filter the most important messages to your company, respond in a timely manner and measure your success to better manage your business. Contact centre agents can proactively respond to inquiries through social media platforms in between inbound and outbound calls to optimise efficiency and improve customer satisfaction.

Most importantly, with detailed social media reporting, your business can know whether it is being promoted or demoted online so you can take the necessary steps to optimise brand sentiment. Every day, more than 500 million tweets are posted to Twitter, more than 420 million status updates are made on Facebook and millions of other interactions are taking place on other social media platforms. Get involved in the conversation!

4. Disaster recovery

Using a variety of virtualisation, disaster recovery and high-availability solutions, your contact centre can ensure that it is prepared for unplanned network, data and power outages. This ensures that revenues are not lost and customer satisfaction is never sacrificed, as agents can continue to work during hardware and software upgrades, server maintenance, network outages and hardware failures.