Call Centre Analytics
Call centres today experience greater demand than ever. This is partly due to customer and prospect demands and requests and also due to the higher call volumes, both inbound and outbound.
Call centre staff turnover is higher than ever before due to higher targets to be met, lack of training, pressures of workload, etc, etc. Conversely, the call centre manager also has a tough job to face. Not only does this role demand the constant monitoring of staff, it all requires constant training to ensure productivity levels are met and that staff deliver back to the business the revenues expected.
It is also the job of the business and the call centre manager to keep morale high, motivation levels up and staff turnover to a minimal. One of the ways to achieve this is to help each call centre worker to understand what they should be saying when on a call; how to deal with requests, handle complaints and more importantly close orders.
Software tools and applications are absolutely paramount to the success of any call centre, but where do you start? There are an abundance of tools to choose from.
The Service We Provide
Integral have partnered with Centecom in an attempt to combat some, if not all, of the issues that call centres face on daily basis.
Centecom’s ‘IT Campus’ suite of software tools offers integrated call centre solutions. One of the key (and unique) features of IT Campus is its ability to analyse calls in real time. Powered by Elsbeth Vocal Coach, call centre staff can easily follow a step by step ‘live’ guide to each call they make and receive as they happen. This intelligent software tool works by understanding live conversations and correcting and guiding the user when and where it is needed. This increases self-motivation through a clear understanding of how to best handle each call and with a sense of achievement for each call centre member. The Call centre manager can relax in the knowledge that his or her staff are performing to their best abilities through the use of this intuitive tool.
IT Campus combines this real time voice recognition (call analytics) module with intuitive training methodologies and CRM based tools, such as account and campaign management, calendar control and predictive dialling. This all helps with staff performance and motivation levels.
IT Campus offers a one stop solution to the demanding and ever growing needs of the call centre and is the only tool to provide ‘real time’ call analytics; a must for any call centre that requires 100% staff productivity.
Call Analyser is so powerful that we are happy to offer a no-obligation proof of concept trial.
Our Experience
Call Centres today face many problems, including training of staff and productivity levels.
It is well known that call centre work can be very monotonous due to the highly repetitive nature of the job. At the same time it can also be hugely stressful, thanks to ever increasing metrics and targets that have to be met at the same or lower costs.
The result is that call centres continually run the risk of their agents losing enthusiasm and becoming demoralised, which in turn can lead to absenteeism and ultimately attrition.
High staff turnover impacts negatively on call centre quality because every time a trained agent leaves, fewer are on hand to ensure an optimum level of service.
In addition to this, there are heavy costs associated with recruiting, hiring, training and developing new staff – not to mention the costs associated with the dip in productivity that is inevitable as new recruits battle to get up to speed.
At some point or another, most call centres will struggle to increase their performance levels, often reaching a plateau or, worse, finding that their adherence to targets is starting to drop away.
In an in-house environment, this can lead to frustration for both managers and front-line staff. And in the outsource arena, it can cause clients to question the third party’s capabilities.
In order to train staff effectively and to ensure the best return on investment, you need to deploy software that will guide the staff member through a list of actions and the best way to handle the call, whether it is inbound or outbound.
IT Campus can be up and running in just 2 days and has a proven ROI model. IT Campus offers a suite of specialist tools to assist in the everyday running of the call centre and ongoing training of staff, which can remove the need for agent training altogether.
Benefits
The suite modules include:
- Elsbeth Vocal Coach – Real Time Call Analytics, giving guidance and training as the call takes place.
- Telesales CRM Services – Account, Campaign & Calendar Management solutions.
- Predictive Dialling – Instant auto dialler to ensure you get the most out of your staff.
- Inbound Call Handling – Unified communications platform with shared data and desktop enabled.
Our claims to this product are big and simple – we help to reduce costs whilst increasing sales! We wouldn’t expect you to take our word for it, so we offer a proof of concept trial to show you the results first hand before committing to the solution. A trial can be up and running in a matter of days and can be set to analyse a particular team or campaign to compare against traditional methods.
Cloud-based or Customer Premises Based
We offer a choice of delivery options. Either have the solution based on your customer premises, or enjoy the cost saving benefits of a pay-as-you-use cloud-based solution.
Multilingual
Contact centres do not just cater for the British market and as such IT Campus caters for all British dialects as well as 43 different languages.
Call Recording
So how does IT Campus fit with your existing voice recording equipment? Well quite simply it operates completely independently to your existing voice recorder and in no way interferes with your current contact centre set up, making it both easy to implement and secure. Encryption is included just as you would have with your existing call recording solution.
Software Brochures and further information
For further information on IT Campus, the modules and key benefits, please click on the links below to download the software developers brochures…
Costs
Costs are based on a per user license basis with minimal upfront costs for deployment and set-up. IT Campus is extremely competitive when compared with other leading vendors, yet with a Return on Investment model that is un-paralleled.
Speed of ROI - IT Campus can deliver a fast ROI with easy to measure parameters:
- Reduce the costs associated with compliance.
- Reduce the ratio of number of supervisors to agents.
- Deliver first call resolution to save your contact centre 20-30% of call back time.
- By delivering training during a call, training time is reduced and money is saved.
- Introduce home working to save costs and still analyse every call.
Our Guarantee
Through the use of IT Campus, we guarantee that we will provide you with a call centre software solution that delivers enhanced training to staff through the use of real time call analytics, whilst ensuring that call centre managers gain a greater understanding of staff productivity, giving peace of mind in the fact that staff turnover becomes less and sales are increased.