Contact Centres
Offer next-generation customer service
With Colt, you can optimise and virtualise your contact centres to increase productivity. Every agent gets the same tools and applications to do their job effectively, whether based at head office, branches or working from home. You benefit from clear cost savings and resilient business continuity.
Our Contact Centre solutions will give you:
- a more agile, productive and virtualised organisation with reduce costs
- tools and applications available to every employee, whatever their location
- more calls resolved first time, increasing customer satisfaction
- the ability to add any person or team from across your enterprise, using their additional expertise to improve outcomes
- increased legal and regulatory compliance.
Customer satisfaction is key
Are you delighting every customer? In today’s business climate, customer satisfaction is critical to success. So it is vital that your contact centre delivers intelligent, personalised service for your business to grow. Customers’ perceptions change radically with every interaction. Long hold times, misrouted calls, agents without access to customer records and blocked calls can lose you business. And this is especially costly – because it’s always cheaper retain existing customers than to acquire new ones.
Balancing efficiency with service
With Colt, you can operate your contact centre at a lower cost while increasing agent efficiency and performance. It’s possible to shorten waiting times, monitor and manage calls easily to ensure quality. You can also meet demand at peak times and offer automated self-service voice transactions too.
Driving more value from customers
Our solutions enable you to increase the business value of each interaction. You can define routing strategies and leverage expertise across the enterprise. As customers choose the communications channels they prefer, you can proactively build relationships, up-sell and solve problems early. Every agent is given all the tools and applications they need to become more productive and serve customers effectively. And if they need to tap into more expertise, it’s possible to add any person or team from your enterprise. This included knowledgeable colleagues scattered across your branches, working from home or overseas.
Increasing control and flexibility
With Colt, you benefit from intelligent routing and call management. Agents can be managed as one group, whether at head office, branches or working from home. With a bigger pool of agents, it’s easier to meet demand at peak times.
Controlling costs
Our solutions IT reduce complexity and cost. We consolidate usage on a single network for voice and data, allowing you to access unused voice bandwidth when your data network is at capacity, giving you increased scalability. We also decrease your hardware footprint, so you can reduce labour, equipment and maintenance costs.
Solution features can include:
- intelligent routing and call management with easier administration and support for remote and home-based agents
- reduced operational costs by rationalising communication tools and by building a centralised UCC platform
- consolidation of disparate technologies and communications systems, such as IP PBX and ACD
- decreased hardware footprint and reduced maintenance costs
- simplified administration of moves, adds and changes (MACs)
- flexible and resilient options for business continuity and disaster recovery.
Discover Why Colt can give you an edge in the marketplace
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