Contact Centre

Definition

A contact centre is a facility used by companies to manage all client contact through a variety of mediums such as telephone, fax, letter, e-mail and increasingly on-line live chat.

The Facts

Companies and organisations can only deliver exceptional service by answering interactions promptly and efficiently. Notice the use of the word interactions as in today’s world orders or requests can be placed in a number of ways over number of medium.

Our expertise in the deployment of contact centres covers all types of interaction and all types of medium – Voice, Video, Chat, E-mail, Social Media and (still) Fax. This interaction will need to interface, real-time, to perhaps a variety of CRM packages providing information about your customers, patients or clients and the contact history. Our consultants will guide potential customers through the complexities of building a multi-media contact centre, advice on the IT implications and deliver all of the tools necessary for you to improve customer service, increase revenue, expand market share and retain customers.