Let’s face it – every call centre today wants to deliver service that makes customers happy. The difference is the way in which this is accomplished has changed. Traditionally speaking, the call centre could rely on outbound campaigns to achieve its goals. Today, there is so much more involved in customer service, including reaching the right party, upselling on opportunities, measuring for performance and allowing for interactions through multiple channels. The good news is that there is a call centre solution available that can meet your needs – you just need to know how to find it.

Know Your Needs Before You Leverage the Call Centre Solution

Every call centre solution vendor in the market will promise to deliver to you everything you could possible need to make your call centre tick exactly as it should to ensure optimal efficiency. Have you defined exactly what efficiency means for your particular environment? This is an important question because no two call centre locations are alike. What works for the competitor down the road may actually increase time-consuming processes when applied within your environment. You have to be able to identify those things that lead to productivity, and those things that hurt productivity to know what pain points a call centre solution should be designed to address.

A Call Centre Solution to Ensure Right Party Calls

Have you taken the time to measure the cost of not reaching the right party any time you are trying to make a call? Chances are your competition has done this important step and you need to evaluate all outlying elements to maintain a competitive advantage. Once you know this associated cost, you can determine whether or not a call centre solution can eliminate or reduce that cost for you. Keep in mind that time spent calling wrong parties – even if that process is done with an automatic dialer – can draw on resources your centre cannot afford to spare. Therefore, be picky in the process.

Upsell Opportunities Emerge with the Right Call Centre Solution

There is nothing better than selling to a current customer. Do you know what they want, what they have bought in the past and what they are most likely to like? If not, you need a call centre solution that allows you to capture and track all of this information. When you do and this information is readily available for your call centre agents, they can easily upsell a current customer. Your customers want to be sold to, and they want to believe that you know them well. Offering products and services that match their desires and needs demonstrates both, while also driving revenue for your call centre.

Performance is Important to Measure with the Call Centre Solution

You know that the performance of your call center technology is dependent upon the performance of your individual agents. Opt for a call centre solution that will enable you to measure their individual performance, as well as the performance of the entire team. When you can capture that information and send it back to your agents, they can build upon their successes and even draw from their own mistakes. This integrated approach to process improvement can benefit everyone in the end.