Bye, Bye Call Center, Hello Contact Centre!

Bye, Bye Call Center, Hello Contact Centre!
Advice

Mise à jour le August 27, 2021

 

When it comes to contact centers, there are still many preconceived notions about the solutions available: that they require significant investments in IT infrastructure, that they are highly complex, and that they require dedicated technical staff to implement and manage.

These perceptions likely originate from how contact centers used to be deployed with legacy, on-premises PBX technology. As a result, it was common for companies to outsource their call centers to specialized providers to avoid the burden of having a call center under their roof. Indeed, the outsourcing of call centers implied – and delivered – a reduction in costs, which is what made this outsource model so successful.

But today, thanks to new and emerging technologies, the move to outsource call centers is not always the best decision. And call centers have now become contact centers, because they unify a broad range of communication channels such as voice, email, text messages and even live chat - at a much lower cost.

 

The Advantages Of Omnivigil’s Contact Center Solution

 

Highly economical

One of the main advantages of a contact center based on VoIP, like the Omnivigil offering, is its low cost. VoIP stands for Voice over Internet Protocol, a technology that allows telephone calls to be made over a high-speed Internet connection, rather than over a traditional telephone line. Thus, the call fees are non-existent or represent a fraction of those generally charged by the old technology telephone companies. With VoIP, there is no need to invest in expensive IT resources that will never gain in value, to buy hosting servers, a PBX and telephone sets. Plus, if you run a traditional call center, you also have to provide all your employees with desks, chairs and equipment, which is not required with VoIP – your team can be fully remote thanks to the flexibility that VoIP enables.

 

Highly flexible

Since Omnivigil’s VoIP contact center solution is based on a no-commitment monthly plan, it is possible to vary the plan according to the seasonality of your business, without any additional administrative costs to add or remove channels and contact center agents.

 

Eases recruitment of staff

Unlike a fixed call center using a PBX, a VoIP-based contact center allows employees to be located anywhere on the planet, as long as they have access to a computer and an internet connection. There are no physical or geographical barriers to consider, so the pool of potential employees is multiplied considerably. Given the growing need and popularity of teleworking and remote work over the past 18 months, jobs that allow employees to work from home or flexible office locations are highly sought after.

But implementing a distributed contact center doesn't mean that supervisors won't have access to agents or the ability to coach them in their work. Not only can they remotely see which agents are working on what, but they can also monitor calls, train and advise agents without being overheard by callers.

 

Enhanced Benefits Of Omnivigil’s Contact Center

 

Optimize agents and their skills

Omnivigil’s contact center solution enables businesses to optimize how callers are matched to agents, ensuring better customer satisfaction by allowing callers to speak directly with the agent who is best suited to answer their questions. Indeed, thanks to routing strategies to different queues, you can assign your agents to incoming calls according to their skills or knowledge.

 

Prioritization strategies  

Customized prioritization strategies may be implemented to improve the management of incoming calls. For example, calls can be routed to a specific agent according to language or based on the volume of calls received in the last 24 hours. The objective is to optimize the quality of the call and reduce the waiting time for callers.

Additionally, an automatic callback function may be activated within your contact center. This allows a caller to request a callback rather than remain in the telephone queue. When an agent becomes available, the system contacts the caller and as soon as he answers, he is connected to the agent.

 

Effective training tools

Whether all your employees work under the same roof or are dispersed across the globe, Omnivigil’s contact center solution offers training tools for agents that allow them to quickly reach their full efficiency. Features like listening, whispering, answering and recording ensure that supervisors have the right tools at their fingertips to act effectively when training, monitoring and coaching agents, so your callers get the best experience possible when they call in.

 

Management tool and KPIs

Finally, Omnivigil’s contact center provides managers with relevant performance reports that allow them to optimize resources and maximize customer satisfaction. In addition to displaying performance against the SLA (Service Level Agreement) in real time, the Report section of the tool allows users to view a broad range of various KPI metrics to monitor agent activity, agent status reports and detailed call recordings, to name just a few.

 

Ready to get started? We'd love to hear from you and show you the tools to help you achieve your business goals. Let's talk about how we can work together!

 

 

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