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Reviewing your contact centre operations in 2021

For many businesses, the contact centre operations are at the heart of their business. Contact centres went through a significant change in 2020, so why should you review yours in 2021?

Consider the numbers:


Great service

Great customer service should be at the heart of your drive to retain satisfied customers. The experience your customers have is critical to levels of customer satisfaction, and therefore to revenue. There should be a constant need to ensure you are doing everything you can to create a quality experience.


Multiple channels

Today’s customer wants to work with you at a time and in a way that suits them. So the contact centre needs to support multiple channels, including email, webchat and social media. Depending on your sector, your target customer may be less and less likely to want to talk to you on the phone.


They are also likely to use more than one channel. 25% of customers will use 1 or 2 channels when engaging with your business, and 52% of customer will use 3 or 4 channels. Your contact centre needs to be able to address their queries across all of those channels. Add to this the drive to solve the customer’s enquiry at the first point of contact and it is likely that your contact centre may be ready for a review.


Reviewing your contact centre operations

What are the key things you need to think about when you review your contact centre?


  • We have a thorough 12 step process we work through with new clients. We believe the first step is to fully identify the issue. When working with customers we invest a lot of time working with them to understand how their business works, how they deliver value to the customer and what the trends are in their industry. Only then can we start to provide a suitable solution that works for the business.


  • We always recommend that when designing a solution it is invaluable to involve the contact centre team, who know in detail the opportunities and challenges that the business faces.


  • When designing a new solution, you should focus on the areas of customer experience that will make the most impact to your business. It is easy to try and make a transformation project fix a range of challenges, but the results will be better when there is a sharp focus on one area.


  • Consider how you are going to measure success. Beyond traditional contact centre key performance indicators, will you be looking at broader customer satisfaction measures?


  • How does your contact centre need to integrate with other areas of your business? Which other business systems and applications need to be designed into the solution?


Ensuring your contact centre keeps pace with customer expectations and delivers a quality customer experience is an ongoing challenge for business. Reviewing your operations in 2021 will help you keep ahead.


Working with an expert partner can ensure your contact centre operations are as successful as possible. Book a free call or contact us to see how we can help you in 2021.


Comments Box SVG iconsUsed for the like, share, comment, and reaction icons
As we all know from bitter experience, making decisions in advance is far easier, and far more cost effective, than making panic-based decisions after an emergency has struck.

These words from our partners @Mitel are so true!

You cant afford to stand still with your business technology, and you definitely dont want to be reacting to a crisis, so get in touch today to see if we can help you plan effective telecoms systems to grow your business.

#contactcentre | #customerservice | #digitaltransformation

"As we all know from bitter experience, making decisions in advance is far easier, and far more cost effective, than making panic-based decisions after an emergency has struck."

These words from our partners @Mitel are so true!

You can't afford to stand still with your business technology, and you definitely don't want to be reacting to a crisis, so get in touch today to see if we can help you plan effective telecoms systems to grow your business.

#contactcentre | #customerservice | #digitaltransformation
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3 months ago


What our clients say

Birmingham Hippodrome

“In the last month we launched a new contact centre and back office communication solution! Really pleased with the results, with NTS Communications and Steve Ward supporting us through the journey.”

Scott Whitehouse
Birmingham Hippodrome


TTC Group

“At TTC we were very apprehensive about the big change over in our telephone system. However the level of service provided by NTS Communications has been very impressive and reassuring. Prior to the implementation I was worried about the implications that would arise during the changeover, however apart from the minor ‘niggles’ everything went a lot smoother than first anticipated due to the amount of time and support we received during this process. We understand that there are still many benefits to be discovered with our new ShoreTel system but know that those at Network Telecom Solutions will be on hand to answer any queries we may have”.

Pauline Hall,
Resources Director


“We worked with NTS Communications to implement a Shoretel telephone system. NTS Communications took the time to fully understand our business and our needs before recommending a system to us. They then acted as project manager for the implementation which went very smoothly. Keeping us fully informed of the project progress and were only too happy to help at any time of day when we had questions or issues. NTS Communications is focused on delivering a first class customer service”.

Richard Gardner,
IT Manager

Principal Insurance

“At Principal Insurance we needed a communications partner who understood the customer contact environment and could provide us with the right technology and advice to enable us to best serve our customers. NTS Communications have experienced and knowledgeable consultants to advise us and a support operation that is quick to react and technically capable to ensure our systems are always available to deal with our customer call volumes. I would recommend NTS Communications to any organisations who rely on their contact centre operation’s to support their business activities”.

Dave Bowcock,
Managing Director


“NTS Communications were selected by Randall & Quilter to support their 400 user global voice and data environment which includes 4 sites in the UK and 3 sites in the US and Bermuda. We needed a partner who offered 24/7/365 global Support and who was quick to react to issues and enquiries and was not saddled with the ‘red tape’ associated with many service organisations these days. We find their support centre professional and effective with an excellent team of technical staff who are on hand to solve any issues we may have and to offer implementation services as required. Added to this was their recommendation around the consolidation and supply of our ISDN lines and call traffic which saved us a considerable amount of money. NTS Communications has been a pleasure to deal with and I would not hesitate in recommending their services to other organisations”.

John Shaw,
Randall & Quilter Insurance Services Group IT


“The use of Basecamp was proposed by NTS as we started our roll out of the Shoretel system to 150+ users across seven sites and four continents.

Although few of my team had first hand experience with Basecamp we found it intuitive to use and quickly came to rely upon it.”

Steve Gooderham,
Instem – Information Solutions for Life

Capital Safety

“NTS Communications have been a tremendous help in sorting out our call centre re-implementation. They provided an excellent insight into best practice and helped drive the project to conclusion. NTS Communications and their technical team put in a fantastic effort and have a real ‘whatever it takes’ attitude to their work”.

Chris Roberts,
Technology Support Manager EMEA


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