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Top issues for Call Centres

Today, Contact Centres operations are a real business challenge within many organisations in most vertical sectors. Call centres need to balance customer service, call waiting times and active selling has never been tougher, despite the accessibility to new technologies and working practices. Likewise the need for all aspects of an organisation including contact centres, to make valuable business contributions has never been greater, and with increased operation visibility and financial management capabilities, the cost benefit payoff with clearer measurable metrics ensures the ability by management for closer supervision and targeting. Balancing this with the integration required to reduce the number of active contact centre's within big corporations to better utilise assets, also means that contact centre staff, agents and supervisors need to be cross skilled and multi functional.

Looking deeper into the human assets within a Contact Centre, we can focus on the specific challenges, within two areas - Internal and External.

Typical Internal Contact Centre Challenges:

• Effective performance management
• Quality analysis and skill development
• Staff motivation and longevity, reducing churn, promoting excellence
• Asset management, cost control
• Call length v quality v outcome v revenue generation

Typical External Contact Centre Challenges:

• Gaining market intelligence, insight, buy patterns, behaviors
• Fulfilling customers needs and desired outcome
• Perception, image, corporate identify
• Cross-selling, up-selling, identifying new opportunities, reducing churn
• Capturing feedback, developing analysis
• Ability to scale accordingly, new campaigns, good / bad PR

Objectives

Contact Centres have significant challenges which need to be addressed, however, before looking at possible solutions, clarification on the end game of what it is Contact Centres are looking to achieve.

Typical Contact Centre Strategic Objectives:

1. Customers are King. Service excellence, delivering the desired customer experience consistently and continually.

2. Building a business. The contact centre typically has an ever increasingly important customer / market touch point and therefore the ability to provide valuable insight and information.

3. P&L. There has always been a focus on reducing operational cost and on increasing revenues, but this has to be balanced with the above customer satisfaction and quality metrics.

Naturally the specific vertical or business type will be a key driving force on the focus on these areas. For example, businesses that operate on tight margins will be very focused on cost control, businesses that are market focused will be looking at capturing market information, those focused on growth will be looking at sales and revenue generation etc. The reality is that most Contact Centres have only a slight bias to a key focus, all aspects are of importance.

Contact Centre's that successfully implement solutions that work effectively and deliver the desired outcomes will see significant benefits in:

1. Agent performance and motivation, reducing churn and cost

2. Performance management, training, development and consistency

3. Improved ability to provide meaningful management information on internal and external activities

    

Contact centre solutions for voice & screen call recording and agent effectiveness. A tightly integrated, modular suite covering:

Voice & Screen Call Recording

Quality Management

Coaching & Training

Performance Management

Our call centre voice & screen call recording solution, VPI gives organisations the power to proactively manage contact centre operations and business intelligence. VPI Capture voice & screen recording comprises functionality with tightly integrated modules designed to optimise call centre processes, boost productivity, enhance customer loyalty, minimise risk and ensure regulatory compliance throughout the enterprise. VPI call centre software is deployed in more than 1,000 organisations across 25 countries, from smaller call centres through to major contact centres.

With VPI Capture comes secure, unified, Web based access to our tightly integrated, modular suite of contact centre solutions and integrated third-party applications. The web front end (V-Portal ) enables users to customise and personalise their own home page so they can quickly and efficiently navigate directly to the features and functions that meet their specific needs.

VPI software comprises several key call centre modules, designed to deliver value to the organisation. You can learn more about VPI or look at the following information on the call centre modules themselves:

Call Recording Modules, maximise Call Centre ROI

Quality Management, effective call evaluation and KPI, measuring your contact centre

VPI Quality Pro is a powerful Quality Management module within our Call Recording solution that equips organisations of all sizes with the ability to proactively improve customer experience, loyalty, and value. Maximise the impact and ROI of your call quality monitoring processes with VPI Quality Pro; dramatically improve the effectiveness and efficiency of your customer-agent interactions, use KPI's for effective development of agents and supervisors, essential in high performing contact centre's. More...

Agent Coaching and Training, developing your contact centre staff

VPI Coaching is a tightly integrated system that delivers training content and messages to agents in real time to improve their efficiency and enhance productivity. Contact centre's that use VPI Coaching have better trained, motivated, and empowered agents, which invariably results in improved customer satisfaction, retention, and profitability. More...

Performance Management

VPI Performance provides contact centre agents, managers, and executives with targeted information to drive real-time, multi-level performance improvements. It collects and consolidates real-time and historical performance information from multiple telephony and business systems and presents these through an onscreen dashboard and reporting functionality. More...