Damovo Contact Centres
Contact centres are used in many organisations, both public and private to improve interaction with customers. It is vital to have an effective method of getting traffic to the right agent, to answer a query or resolve an issue swiftly. Damovo offers a range of solutions which enhance customer interactions, improve satisfaction and retention, and drive upturn in overall business performance.
Multimedia queuing & routing
In today’s business environment, contact centres offering a voice only service are frequently not sufficient for customer demands. People like to use email and other forms of communications to place and track interactions with organisations. So contact centres have to handle all the media types that their typical customer demographic wishes to use. The complexities of implementing and managing multimedia capabilities for example, voice, fax, SMS, email, web chat within your contact centre is what Damovo make simple.
Monitoring & management
For many organisations utilising a contact centre, understanding the performance and effectively managing the contact centre is as important as handling the media interactions themselves. To ensure access to each service, and that the agent skill group is performing to its optimum, correct real-time information is paramount. Providing flexibility for managers to configure the system and produce historical reporting for management updates is mandatory. Many of these activities can be customisable and/or produced with predefined templates.
Self Service - Interactive Voice Response (IVR)
Providing customers with the option of serving themselves can improve their satisfaction but could also reduce the operational costs of the contact centre. Providing self service applications is a powerful way to automatically handle incoming customer calls, ensuring that common requests are handled efficiently and consistently without human interaction. With the right application, IVR systems can be used to automate your sales, service and support calls.
An IVR solution provides 24 hour customer access to your business services, providing a high level of customer satisfaction whilst also reducing cost. It also reduces the ‘cost per customer interaction’ increasing business efficiency.
Virtual contact centres
Where organisations are physically dispersed or if employees are home based, the ability to provide the same service level across a multi-site organisation through a virtual contact centre can bring tremendous cost savings. These types of solutions also enable a business to flexibly grow and adjust the specific business model at their pace without huge investment. Distance is simply no longer an issue, all that matters is that the contact centre functions as one entity with common control, administration and reporting.
Multi-channel contact centres
Multi-channel contact centres provide customers with multiple different interfaces to communicate with organisations to place orders or submit queries. The following are examples of how the customer may interact.
Integrated Unified Communications
Most contact centres aim to resolve issues at the first point of contact and now with the addition of integrated Unified Communications this is becoming ever easier to do. Historically when front line contact centre agents are unable to complete a request and need to pass the call to a back office specialist, if the individual is not there or otherwise unavailable the caller can end up with voicemail. This of course leads to reduced customer satisfaction, wasting of the caller’s time and potentially more issues for another agent as the caller will invariably call the contact centre back. To alleviate these issues, contact centres can now have Unified Communications tools embedded within their applications so in the event an agent needs the skills of a back office colleague, they can check the presence status of the appropriate individuals or select the appropriate skills and be presented with the available people to resolve the issue. The agent is now able to instant message or conference in the appropriate colleagues knowing they are available there and then. This has the benefit of helping to achieve the goal of resolving the issue at the first point of contact, thereby improving customer satisfaction and most likely reducing overall call handling costs. In turn the Customer Relationship Management database can be updated by the agent in the normal manner and the transaction process is fluid and uncompromised.
Integrated open interfaces
Most contact centres operate some form of Customer Relationship Management (CRM) package for their agents to support customer interactions. Automating as much as possible for the agents alleviates tensions and speeds the whole transaction process. Integrating contact centres through one of the many open interfaces enables customers to benefit from a more efficient process and improves customer satisfaction as their enquiries are dealt with more swiftly. Adapters are available for many mainstream CRM / Work Force Management (WFM) or Enterprise Resource Planning (ERP) systems.
Workforce Management / optimisation
Appropriately staffed contact centres can be a difficult task to manage when call volumes fluctuate and different skills levels are available at different times. Workforce Management systems enable organisations to manage their contact centre employees’ schedules and shift patterns. It provides predictive analysis of call patterns and expected staffing requirements, which is invaluable when re-planning is needed as a result of unexpected events or staff absence.
Campaign Management
Where organisations have a requirement for outbound telesales or a requirement to contact a large amount of customers, Campaign Management tools offer simple import utilities for the calling lists. An effective campaign can be scheduled to encompass the appropriately skilled individuals solely focussed on outbound calls or blended with inbound skill groups. Integrated management reporting provides the status of each record and the success of the call or transaction.
Recording
Call recording was mainly used in financial environments but is now being employed in a wider variety of contact centres, often as a legal requirement. Today’s solutions can identify stress analysis of callers, word spotting and more complex analysis to identify opportunities, as well as supporting staff in challenging call situations. Access to previous recordings through simple indexing or keywords enables agents and management to quickly assess and identify details of any recorded call.
