Cloud Contact Center: the benefits of a customer contact manager
Complete control of your contact center
Your customer contact center is placed under great stress when responding to changing customer preferences. Customers want to be proactively informed and expect a personal approach. Cloud-based contact center services give you the opportunity to exploit every contact moment to improve the relationship with your customers.
Make the most of your team
Mtel's Cloud Contact Center allows you to use telephone, chat, email and social media channels when contacting your customers. You can personally specify the mix of various customer contact channels, and use blending to alternate activities for personnel between outbound, inbound and mail. This allows you to make the most of your team.
The latest functionality
You will always have access to the very latest functionality because the cloud contact center is supplied as Software-as-a-Service (SaaS). So there is no need for you to worry about which social media channels will be a hype next year. Mtel makes sure you are always up-to-date by allowing integrations with all commonly encountered communication channels.
Easily deal with peaks
Many contact centers encounter peak moments due to seasonal factors and marketing initiatives. Due to the scalability of our cloud-based services, and the insights you receive from reports, you will be able to adjust the capacity of your department on time based on how many questions are received from customers. Is your department under too much pressure? Then you have several options. You can easily alter the routing or queuing settings via a web portal. You will be in complete control and can configure your contact center in accordance with the latest requirements. You also have access to more employees because they can easily work from home or other locations. This means you can build a flexible framework and cut back on personnel costs.
Play a role in the whole customer journey
It is easier than you think to exceed the expectations of your customers. You can easily switch functionality on and off when required, so the needs of your customers are met effectively during the customer journey. This allows you to maximise the performance of your customer contact environment. Show your contact center agents who is calling, and offer a bit of customer history, prior to the moment of contact. This is possible by displaying available CRM data via a customer file on the desktop of your agents.
Your customers are assisted using skill based routing
One or more skills can be created for each agent, and then linked to the Interactive Voice Response system (IVR) and unified queue with prioritisation possibilities. This means you can respond better to your customers and differentiate between the offered services. Thanks to the Mtel customer satisfaction survey, you can directly connect the caller to a self-defined survey once the call comes to an end, where you can ask whether the customer's expectations have been met.
Process frequently asked questions via self-service
Mtel's telephone-based self-service application allows frequently asked questions to be processed without intervention from employees. For instance, a customer wants to request a copy of his last invoice. He will be given this option in the IVR when he calls. After verification, he will be sent a link to his last invoice. Automatically processed questions cost 10% of what they would cost if they were dealt with in the contact center. This is a considerable saving, which gives your contact center agents more time for complicated requests that are more valuable to customers.
Total overview of the whole (virtual) contact center
Manage your customer contact environment centrally using a single waiting queue for the whole organisation, irrespective of the number of division and number of agents. This maximises agent efficiency and considerably reduces complexity. You have a total overview of the whole (virtual) contact center from a single location. You can create and modify audio prompts, record calls, modify call flows and agent skills, and monitor your SLA from any PC.
A uniform customer experience via the whole organisation
The whole organisation actually serves as the contact center. There is regular customer contact involving many more people than just the agents. In order to realise a uniform customer experience, it is important for customer information to be available during each call, and for this information to be sent on if the call is diverted. The cloud-based contact center model offers solutions that give the back office, office workstations and even mobile employees the same tools for perfecting customer contact.
Ask your Partner in customer contact
Mtel is already a partner in customer contact for many organisations. Curious about the benefits your company can realise with a Cloud Contact Center? Then please complete the response form or contact an Mtel consultant by phoning 088 - 428 31 11.