Business Needs

Improving customer experience

Delivering a great call handling experience that makes use of your resources

It’s no secret that customers demand prompt answers to their queries. From the client perspective this is a reasonable expectation, but at the same time you want to deliver services in the most cost effective way possible.

Our approach is to work with you to assess the processes you have in place for managing calls. Are current call handling processes too complex?  Is it taking too long to reach the right person who can resolve the call? Is there too much manual intervention? Are messages lost in the system?

We will then identify ways that, through our services, you can gain greater efficiencies without compromising customer service:

  • We can help channel all your inbound traffic through one access point without changing numbers.  Using our services you can apply the same, but localised call treatment no matter where the calls originate or where they are destined in your organisation.
  • By building business logic into your call routing you can make best use of your resources. For example, you can determine how calls are delivered to the most appropriate branch by type of query, or time of day.  Our services enable you load balance calls across sites and quickly bring in additional staff to handle calls in response to peaks and troughs in demand.
  • To maximise customer experience we offer you the flexibility to build the most appropriate call flows, call treatments and caller prompts, so customers can speak to the most appropriate person at the time for faster and more efficient call resolution.
  • You have access to detailed management information on all your incoming calls – for example average time to answer, peak call times and call abandonment rates – enabling you to adjust your services to keep service levels high.

We give you what you need. You give your customers what they need, keeping them loyal to you. Everyone’s happy.

Related Services

Call routing and distribution services

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BT smartnumbers has been instrumental in not only delivering a high quality experience for the caller but also achieving an optimal distribution of calls to agents.

— David Picking, GM Travel Systems
Co-op Travel Group