Inbound Call Management
Achieving customer service Excellence
The Communications Department specialise in maximising the efficiency of call handling teams to substantially improve their performance, reduce staff costs and become leaders in their industry. We help our clients to make the most out of the resources available with the objective to answer more calls with less staff. Our work with Great Western Ambulance Service (GWAS) and DVA Northern Ireland demonstrates at least 25% improvements. We have helped DVA to become one of the top performing public sector contact centres in Northern Ireland. We offer a 100% lifetime guarantee on our work. The results speak for themselves:
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Decreased agent cost per call by 50%. |
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Reduced average ring time by 55% (from 11 to 5 seconds). |
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70% of callers only ring once. |
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Reduced queue time by 60%. |
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95% of calls answered in 1 ring. |
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.
Improve the customer experience: 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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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.
CONTACT US TO FIND OUT HOW OUR CALL MANAGEMENT SOLUTIONS CAN HELP YOU »
