Experts in Inbound Call Management & Telecom Audits

Inbound Call Management .

Achieving customer service excellence

Call Handling Optimisation customer, Great Western Ambulance Service, decreased ring time from 11 to 5 seconds for all 999 calls

They key to any business growth are customers. Whether they are new customers you are trying to acquire or customers you already have and want to retain, being able to effectively manage their interaction is critical to the success of every organisation. Each failure to resolve a customer contact means a dissatisfied customer which may imply lost revenue. More importantly, all of this can happen before the call is answered leaving no trace of lost opportunity.

Customer RESULTS

The projects we have undertaken to-date demonstrated that we can:
	Decrease agent cost per call by 50 %
	Increase the number of callers who only ring once to 70%
	Reduce average ring time from 11 seconds to 5 seconds - 55% decrease
	Reduce queue time by 30%

Increasing contact centre efficiency – how our inbound call management solutions can improve your bottom line
By working with central and local government as well as private sector organisations in financial services, retail, travel and leisure, we have built a strong track record in improving the effectiveness and efficiency of inbound call handling in customer help desks, contact and call centres across Europe.

Our contact centre consultants focus on optimising the customer experience and help organisations to dramatically improve worker productivity and inbound call management, enhance customer service and customer loyalty, resulting in increased sales and reduced cost.

Unlock the possibilities of your help desk, call or contact centre
Communication Department’s best practice process is applied by an experienced team who understand your industry, are experts in maximising inbound call handling and can manage business change successfully. It will focus on getting the best out of your existing telecom equipment and blend the services used at each step to meet the needs of each individual client.

Help Desk or Call Centre Audit
This inbound call handling solution is offered as a two-stage review; it provides an effective analysis of a customer’s first contact with your business and consists of:

Complementary Audit: - a high level review of your existing call handling processes, incoming call management and call centre management including the quality of phone interaction with customers; our contact centre consultants identify quick wins and immediate areas for improvements.

Advanced Audit: a detailed analysis of all interfaces between the help desk, contact or call centre agents, processes and technology; our contact centre consultancy identifies the best possible service channels, provides automated call handling for simple calls, eliminates inefficient procedures, sets up self service options, improves the overall call messaging and out of hours service and finally, recommends a prioritised summary of other cost-effective inbound call handling improvements.

The Call Centre Audit can help your business to:
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Eliminate unnecessary repeat and transferred calls and call overflow
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Reduce the number of unanswered inbound inquiries
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Reduce call waiting times including the ring time to answer
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Divert simple inquiries across automated self-service channels

These benefits are often translated into lower costs of serving each customer, automated call handling, improved overall customer/agent satisfaction and customer loyalty, as well as increased sales resulting from cross-selling other products.