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Your clients are exposed to contact centres on a daily basis when they pay a utility bill, check a train timetable, book a taxi and buy some film tickets. Their tolerance levels for poor customer service are becoming lower and lower. Investing in a hosted customer contact centre service is a fast way to improve your client interactions and reduce operating cost at the same time.
New services available from January 2008:
- Queue callback (press 1 in queue, hang up, keep your place, get a call back when you reach position #1)
- Speech IVR with database integration
- Multi channel (web, chat, email, voice, video)
Prices from £7.50 per agent and 3p per minute for IVR services
Hostcomm has produced a very flexible, cost effective virtual IP contact centre service. The term virtual when used in this context means that the contact centre staff do not need to be in the same place anymore to perform their duties effectively. They can be anywhere in the world. The contact centre service ensures that the client transaction is completed according to the service standards. Service standards are different from company to company but tend to include the following: Typical customer service standards Telephone ring response (maximum numbers of rings) Transaction completed then and there without being transferred Service standards the same from any touch point – Email, SMS, Web, Fax, Telephone Maximum queue wait time Maximum transaction complete time Client interraction history present on call answer
Getting these issues right can lead to a very noticeable difference in customer service and reduced overheads. Once implemented a hosted IP contact centre will enable you to manage your resource efficiently by giving you visibility of incoming and outgoing client enquiries real time. If things are working well they will be very obvious and can be rectified quickly to improve performance.
A hosted IP contact centre from Hostcomm will transform your business by enabling you to: Benefits of a hosted IP contact centre from Hostcomm Reduce operating costs by reducing additional headcount
Increase sales by facilitating multi-media customer enquiries Increase ROI on your CRM strategy by integrating telephony and messaging
- Define customer service, manage it and monitor it real time
- Increase sales by handling more client transactions per head per year
With a hosted IP contact centre from Hostcomm the above objectives are achievable very quickly. There is no large capital investment and the service is fully managed. Call us today and arrange a free consultancy or trial.
Services and features provided by Hostcomm
- Inbound / outbound contact centres
- Speech recognition IVR / hosted speech IVR
- Database integration with IVR (credit card transactions, order checking)
- Apointment booking / automatic meeting confirmation or rescheduling.
- Queueing
- Queue callback (press 1 in queue, hang up, keep your place, get a call back when you reach position #1)
- CRM integration
- Multi channel contact centres (web, chat, email, voice, video)
Quick checker - are you in need of a hosted IP contact centre solution?If you answer No to more than 5 of these questions, you should ring us: 1. Do you know how many calls enter your business every day? 2. Do you know how long your callers have to wait to speak to someone? 3. Do you have any means of queuing your callers during busy times and then monitoring the queue? 4. Can your customer calls be answered by any member of staff regardless of their location? 5. Can you monitor how long the average customer transaction takes? 6. Does your customer database integrate with the telephone system? 7. Do you know if you employing too many / too few customer services staff? 8. Do you have any means of recording calls for quality assurance purposes? 9. Are you able to implement a customer services policy without relying on staff discipline? 10. Are you able to apply consistently good service from multiple channels (SMS, Fax, Telephone, Web, Email).
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