Contact Centers can be the lifeblood of your business. Quite often, by the time callers dial your Contact Center number they have already tried to get what they need from your corporate website or an alternate resource. They are calling you as a last resort. This interaction is your opportunity to provide great service and make the sale, or lousy service and lose it.
Carousel’s roots are in voice communications, giving us a history of focused expertise in designing, installing and maintaining Contact Centers that will knock your socks off. In fact the Boston Red Sox were one of our first customers. We recognize the pivotal role Contact Centers play in your day-to-day business and our consultants design a system to match your vision, providing the options your callers need to resolve their queries quickly and efficiently.
A well-designed Contact Center can evaluate critical statistics from how long an Agent is on the phone to frequently requested account information (allowing them the option for self-service), providing you insights on the precise cost of each interaction. This measurement capability makes it easy to determine important metrics like cost-per-minute to manage a given queue, or the ability to manage costs against industry benchmarks, ultimately revealing where the system can be tweaked to your advantage.
Invest in your contact center and enjoy the payoff.
Our Contact Center Solutions produce a wide range of benefits for organizations who choose them either as a stand-alone solution or as part of a larger Unified Communications Solution.
Increased Efficiencies – Some applications such as speech recognition software facilitate customer handling, resulting in more efficient interactions. Other applications help agents and customers obtain information and process transactions more quickly. The ultimate goal is to allow customers to service themselves where appropriate, ensuring skilled agents remain available to service the difficult calls which require their expertise.
Smart Resource Allocation – Contact Center agents can be staffed from anywhere in the world and can be utilized at precise intervals, down to the minute. Agent productivity can be improved by built-in support animation, leading to more efficient use of resources.
Enhanced Customer Satisfaction – Automated surveys and customer satisfaction measurement reveal the successes and failures of agent interactions, giving you a roadmap to areas needing improvement.
Time Savings – Voice Self-Service applications allow you to push simple calls (What’s my balance? Did my order ship?) off to an automated system, releasing agents to address more important calls. Automated systems (such as a collections system) could provide the proactive outreach to replace live agents altogether, cutting costs for Mid-Market customers.
Improved Processes – Multimedia Contact Centers include integrated technologies so agents can address faxes, email, web chat, and phone calls in a prioritized queue, providing a more contact options for your customers and more efficient traffic pattern for managing this diverse stream of inbound communications.
Increased Closing Rates – Today’s Contact Center agents can be tasked with both inbound and outbound campaigns simultaneously, resulting in more efficient call handling. Automatic lead selection or lead steering applications can direct leads to particular agents based on their skills, increasing the likelihood of closing the sale.
Built-In Training – Some applications allow you to gather best practices from past interactions, providing a training repository of data for new agents. Voice analytics can examine recorded call histories, pointing out coaching opportunities and allowing agents and coaches to review prior calls and learn from them.