Communication Services Pte Ltd

Contact Centre

A contact centre is a centralised office used for the purpose of receiving and transmitting a large volume of requests by various medias like telephone, letters, faxes, live chat, SMS, e-mails, and others. A contact centre is usually operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made.

The contact centre solution provided by CommServ is often operated through an extensive open workspace for contact centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a Aastra PBX, and one or more supervisor stations. The contact centre can be independently operated or networked with additional centres, often linked to a corporate network, including servers, desktop computers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of technologies called computer telephony integration (CTI).  With CTI interface and customization from CommServ engineers, the contact centre agents will be able access data from backend system more easily and efficiently.  For example, CRM applications on agents desktop can automatically retrieve clients' information based on information collected by IVRS.

Contact centres is usually used by business to interact with their customers. Examples include utility companies, mail order catalogue retailers, and customer support for service industries. It can be even used to service internal functions. Examples of this include help desks, retail financial support, and sales support.  Bank and insurance companies use contact centre to interact with their customers who often call in to request information and do transactions.  Taxi operators use it to receive taxi booking.

Contact Centre Technology

Contact centre technology is subject to improvements and innovations. Some of these technologies include interactive voice response system (IVRS), speech recognition and speech synthesis software to allow servers to handle first level of customer support. Web chat and knowledge based support allow services on the web. Automatic lead selection or lead stearing is also intended to improve efficiencies, both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, whilst minimising wait times and long lists of irrelevant options for people calling in.

The concept of the Universal Queue standardises the processing of communications across multiple technologies such as fax, phone, chat, SMS, web and email.  With further customization, CommServ is able to deliver more nontraditional queue type, like walk-in, and etc,

Contact Centre Dynamics

Owing to the highly technological nature of the operations in such offices, the close monitoring of staff activities and productivity is easy. This is to enable the company to better plan the workload and time of its employees. With monitoring tools provided by the contact centre solutions, like supervisor monitoring, call recorder, etc, this is easily achievable.

Statistics reporting is another import aspect of the contact centre operations.  With the reports, the contact centre management will not be able to visualise the performance information of the contact centre. With a good reporting module, management will be able to make decisions more comfortably.

With combination of good system, software, skills and services from CommServ, we are able to provide one of the most advance contact centre solutions in the market.

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