“6 Surefire Ways to Improve Your Contact Center Efficiency”
| 14.02.2010 14:52:07 |
 Irina Semenova |
Today IP contact centers became a necessary tool for large, midsized and even small businesses. In the article "6 Surefire Ways to Improve Your Contact Center Efficiency” (PDF), BCS-IT professionals discuss the main approaches to call center efficiency enhancement with different software types: voice portals, IVR applications, skill-based routing software, call-accounting & management applications, attendance consoles etc.
“… appropriate IP telephony software can help you:
• automate processing of up to 80% of incoming calls and release your staff to process more complicated requests;
• smooth out peaks load hours;
• save your effort getting incoming messages from numerous sources;
• save your employee time on daily communications;
• improve call processing at all your sites with a single solution and save money for purchasing separate solutions for each site;
• control your staff daily activities
and enhance your employee productivity and improve your customer loyalty.”
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Trackback address: http://bcs-it.com/blog/trackback.php/software-development/24
Add comment
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| 17.05.2010 11:45:08 |
Call Centers in the Philippines |
Re: This article is informative and provides food for thought. Your tips and guidelines here are surely helpful! To improve contact center efficiency, put together a cross-functional process optimization team. That way everyone with toes that could potential get stepped on will be part of the improvement process. Make sure you include IT as they can be invaluable in defining the problem and will definitely be part of the solution.
Regards,
Charlie
Call Center in the PhilippinesCall Centers in the Philippines
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| 16.06.2010 09:16:51 |
Contact Center Philippines |
I’m always a bit wary about ways to improve efficiency in the contact center. A focus on efficiency tends to end up with a focus on quantity rather than on quality. I think that efficiency really comes from motivated employees and making the call centre a fun place to work.
Jaiden from http://www.oneworldconnections.comContact Center Philippines
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