In today’s rapidly evolving business landscape, contact centres play a pivotal role in ensuring customer satisfaction and revenue generation. While contact centres typically operate across various communication channels such as voice, chat, email, and social media, voice calls remain a crucial element of customer interaction. According to research conducted by Metrigy, a prominent market research firm, 64% of consumers emphasise the importance of voice/phone interactions, especially for customer service inquiries.
Voice communication has a long history, dating back over a century, and the providers of Automatic Call Distribution (ACD) technology have excelled in managing call transactions within contact centres. They offer advanced features like skills-based routing and robust reporting tools to monitor Key Performance Indicators (KPIs). However, there are additional elements beyond ACD platforms that can significantly improve your contact centre operations.
Addressing Complex Routing Schemes:
While ACD excels at routing calls to individual agents, what about macro-level decisions? For example, managing an outsourced centre that handles overflow traffic or implementing a “follow the sun” model where calls are transferred as one centre closes and another opens. In such cases, a routing engine that operates above the ACD can make strategic decisions.
Security Analytics:
Detecting and addressing security threats is paramount in contact centres. Specialised tools are essential for call analytics, especially for identifying threats like Telephony Denial of Service (TDoS), which can disrupt operations and lead to revenue loss. Analysing call records, recognizing patterns, and identifying anomalies are crucial in combating such threats.
Operational Analytics:
Identifying and resolving problems is a fundamental IT requirement, particularly within contact centres. While you may already have core tools in place, it’s essential to consider supplementary elements that can enhance your trouble management capabilities, especially in the context of complex contact centre operations.
In the ever-changing landscape of technology, nothing remains static. Understanding the challenges associated with high call volumes, including securing them, routing them effectively, and using analytics to enhance service quality, is crucial.
For more details on how to make your contact centre more efficient and effective, please visit Making your Contact Center Better: Three Things to Consider
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