Organisations require efficiency – your customers demand service

Today’s enterprises – under pressure to improve efficiency – face many challenges, including increased competition, globalisation, mergers and acquisitions, and cost increases. However, consumers expect a faster and more efficient service, offering multiple contact channels and 24/7 availability. Indeed for many organisations higher service levels has become a key service differentiator.

Flexible and efficient contact centre solutions

BT’s comprehensive range of customer management and contact centre solutions can help your organisation deliver the improved service your customer demand, while providing the cost-efficiency and flexibility required in today’s competitive environment.

Our solutions help facilitate the rapid deployment of new applications, are designed to improve customer service across your distributed operations, and support the flexible working requirements of your staff. Skilled employees within your organisation, irrespective of their actual location, can now form part of a virtual network of experts, set up to optimise the service your customers receive.

Return on investment is easier to provide by deploying one network and one infrastructure, using economies of scale to reduce investment and management costs.

BT also offers a range of hosted solutions, which remove the constraints of capital expenditure and provide operational flexibility and agility.

Establishing a virtual organisation

IP and Hosted contact management solutions lay the foundation for companies to meet the needs of today’s demanding customers. Companies can better match customer requirements to their available experts, improving efficiency and generating more income.

BT’s solution has enabled one organisation to handle 50% more calls with the same number of staff, and 83% of customer queries to be dealt with at the first point of contact. More calls are converted into sales.

Other benefits include the ability to scale customer service according to demand – either up or down – improve staff productivity through providing relevant information in real-time, reduce network costs and most importantly enhance the customer experience