Customer satisfaction and retention depend on a fast, seamless response to enquiries, irrespective of the time of day of the channel a customer wants to use.
Customers expect the highest quality of service by phone, email and the Web, but the complexity of a global customer service operation – with multiple onshore and offshore operations, major contact centres and single agent sites – can make it difficult to provide the service levels expected.
Lengthy queues, call routing and delays in response have a direct impact on the quality of service you provide. So how do you provide that seamless multi-channel service, even when inbound contacts have to be routed across multiple sites?
BT Virtualised and Multi-Channel Contact Centres
BT Virtualised Multi-Channel Contact Centres enable you to route contacts to the most appropriate site or agent in a way that’s seamless and invisible to your customers – whichever channel they choose.
With BT, it’s simple to configure your customer service operations across multiple geographies and provide fast, responsive service that helps boost customer satisfaction and retention.
- Next Generation Contact Centre (NGCC)
Optimise our Contact centres with BT NGCC - a pre-packaged "ready to go" Multi media contact centre with a flexible commercial "pay as you go" and operating model. BT NGCC offers open interface technology leading to business applications combined with a full IP, skill based, multi channel contact routing, contact analysis and an instinctive administration tool. BT NGCC is offered as on-net or on-demand or a hybrid of both to give complete geographical and seasonal flexibility.
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Multi-Channel Contact Centre - transform your call centres into true Contact Centres by seamlessly blending IP and traditional voice technologies over your existing communications infrastructure: email, web chat, voice calls and voice mail consolidated into virtual queues at an agent’s desktop.
Automating customer contact
Many customer enquiries will always need to be handled on a personal, one-to-one basis. In an ideal world, perhaps all enquiries would be managed this way. In the real world, however, organisations have to balance the cost of running a large-scale customer service organisation with the value that can be added to each type of customer interaction.
For simple, repetitive enquiries, it can be faster and more cost-effective to allow customers to find the answers themselves. Customer self-service can help an organisation to keep its service costs low, and in many cases, provide a higher quality service by removing the need for customers to wait until an agent is available.
It also benefits customers who do need to speak with an agent by reducing the call load from enquiries that can be handled automatically.
BT Self-Service
BT Self-Service lets you automate response to simple, repetitive customer enquiries so that your agents can focus on more valuable activities. You can provide a 24x7 response, reduce the need to transfer calls internally, and reduce the number of agents required to handle inbound enquiries.
BT Self-Service capabilities are provided for a simple monthly fee, and scale easily to match changing contact volumes. Hosted on BT’s world-class network infrastructure, these managed services are based on solutions from BT and other leading providers, including Eckoh, Nortel SS and Avaya IR. They include:
