Contact Centre technologies are meant to satisfy customers’ needs and expectations when calling a company. The greeting service is the first contact with the company and its quality contributes to create customer loyalty.
The situation most people think about for calling an enterprise is to purchase. But a customer can also call the company to get information (about products, opening hours, their account), to complain, to get help or technical assistance (helpdesk, hot line).
Depending on the situation and the enterprise’s activity, the customer needs may be different:
• answer calls quickly (or the caller hangs up after a short ringing time)
• be recognized (to be answered by the same person each time they call),
• get a contact even outside working hours.
When installing a Contact Centre the company wants to satisfy its customers expectations while minimizing its costs and increasing sales:
• Recognizing a VIP to answer them first
• Identifiying a calling customer to open their file in the customer data base
• Providing efficient call handling.
The Contact Centre manager wants tools to evaluate how the system behaves and if it is properly sized through information like number of calls (answered and lost), waiting time, and agents’ activity.
Aastra can provide technologies to meet all these needs starting with simple call routing with easy evolution towards multimedia contact centers and integration with customer relation management tools.
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