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Contact Centre

The world of customer contact is evolving for both the customer and the organisations looking to better serve their customers.

It’s more common place today for customers to want to contact their suppliers at different times of the day in a way that suits them. They may wish to simply use their home, office or desk phone to place a voice call but additionally they may wish to email, elect to use web chat from the suppliers website, send an SMS or even place a request via a Social Media platform or any combination of these methods and this is now called Omni Channel. They also expect more and more for suppliers to know who they are without having to go through lots of questions first.

The customer journey is becoming even more important with organisations desperate to retain their existing customer base due to the cost of attracting new customers being so high.

NTS understands the importance of this and our focus is to ensure we understand how our customers wish to develop their customer contact strategy and this assists us in aligning the correct contact centre solutions from our extensive portfolio. Our goal is to help our customers deliver world class customer service.

Your Customer Contact Centre

Most contact centre leadership teams have a desire to deliver this exceptional customer service and customer journey but also must keep one eye on the cost to deliver their products and services to remain competitive in the market place.

It is not possible in today’s competitive landscape to have an excess of agents and advisors sat at desks just in case a customer decides to make contact and customer demand needs to be closely aligned to staffing levels and it’s the information derived both real time and historically from the contact centre software that helps in this process.

At NTS we understand this dynamic and with over 90 years’ experience in our consultancy team we are able to assist customers in delivering the desired level of customer service within the budgetary restraints of the real world.

Some of the areas we carefully explore are:

  • Understanding the cost of contact
  • Understanding what level of customer contact is feasible based on the value of a customer to the organisation and designing the customer journey based on value.
  • Helping understand upsell/cross sell opportunities
  • Helping to migrate customers to the most effective method of contact such as the web, web chat, email, SMS or by deploying Chat Bots and AI to manage interactions.
  • Understanding the peaks and troughs in call/contact volumes and to help design a strategy to ‘flatten’ the curve by implementing different ideas into the contact strategy.
  • How to better serve the agent/advisor team to ensure they are motivated to deliver the excellent customer service required and to deliver on the business objectives.

 

Click here to arrange for one of our team to explain in more detail our customer service/contact centre review process.

 

Contact Centre Portfolio

NTS has a very strong contact centre portfolio and some of the vendors are listed below:

Within this vendor portfolio we can deliver the applications and services below:

  • Inbound voice routing (skills and context based)
  • Outbound Campaign Management and Predictive Dialling
  • Blended Outbound
  • Omni Channel contact routing including Voice , E Mail, webchat, Self Service IVR, SMS, Social Media
  • Voice Recording for compliance , PCI, Agent evaluation and Training
  • Work Force Optimisation
  • Natural Language IVR
  • Speech Analytics
  • Application Integration
  • Wall Boards
  • Reporting and Agent Dashboards
  • Chat Bots and AI applications

Why choose NTS?

Speak to us about your requirements, contact centre challenges and goals, you will soon feel confident in our ability to assist your organisation with your customer contact strategy.

Click here to request a call back.

More Solutions

Unified Communications

Our portfolio of Unified Communications solutions enables our customers to enjoy an “Everything Everywhere” set of Communications and collaboration tools to empower the employees to communicate.

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Contact Centre

The world of customer contact is evolving for both the customer and the organisations looking to better serve their customers.

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Support & Managed Service

Once you have made an investment in technology its equally important to work with a partner you trust to advise you through the lifetime of the product and the communications landscape over the years to come.

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Partners

Mitel avaya dev Gamma BT vodafone o2 sjs Red Box entanet starleaf CISCO Daisy PCI aruba