It goes without saying that customer satisfaction and long-term loyalty come hand-in-hand. If you equip your agents with all the tools they need, not only will you be optimising the service they provide, you’ll also be assured that both they and your customers are as happy as they can be. Customers are now demanding more ways than just phoning to get in touch (email, web chat & social media), routing calls and other channels of communication to the right team is so important to design better customer journeys.
Datasharp can build you a tailored solution that meets all your requirements, whether you’re looking to move to the cloud or still want to keep everything managed in-house. We can make your contact centre operate like a well-oiled machine – connecting everyone to the right person at the right time.
Our contact centre solutions can provide:
- Communicate effectively with your customers with accurate & efficient multimedia routing – calls, web, emails or social media.
- Seamless integration with your CRM, ERP & accounting systems to get instant access to comprehensive information.
- Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) to enhance how you manage and handle calls.
- Intuitive desktop interface that provides you with unified communication and collaboration tools to reduce the time per a call.
Management tools – call monitoring, whispering & barging to help with training and monitor ongoing call handling.
- Positioning call queue so you can keep an eye on how calls are flowing & customers know how long they’re likely to be waiting.
- Call recording & reporting tools to help you utilise your resources and optimise your team’s productivity & efficiency.
- Presence status of all your team so if expert advice is required it will indicate exactly who is available to take the call at that moment.