Create your ultimate contact centre wish list

13th Sep, 2017
Read time: 2 minutes

Every customer-facing business has its own unique contact centre requirements. Clients get in touch through a variety of channels, which means you need to have a joined up view of all interactions. Staff need real-time access to a wealth of customer data, to deliver optimal service. And this needs supporting with fast and reliable software.

An off-the-shelf package won’t meet your organisation’s exact needs. It might not join up your CRM, finance and sales teams. It may involve paying for features your staff don’t need and it could lack features like call analysis, AI or IVR.

Choosing a contact centre solution is like customising a brand new car. It’ll fit the brief and suit your needs far better than buying a product that’s already in stock. But which elements should be on your ultimate contact centre wish list?

Read on for our take on your wish list must-haves or check out our interactive builder to design your ideal contact centre.

Consider your deployment options

How will you deploy your solution? Some companies prefer on-premise, eliminating data siloes by accepting inputs from many channels. Other businesses use the cloud to enjoy lower set-up costs and more flexible working models. Or you can have the best of both worlds, with a hybrid model.

Engage your agents

Agents are the public face of your company, so give them the tools to do a great job. A single view of relevant records needs updating in real time, with one-click dialling. Allow staff to view the status of colleagues, send IMs or request help from a supervisor. Happy agents champion your brand, deliver better service and stay with you for longer.

Manage your contact centre with real-time information

Fine-tuning call centre performance should be near the top of your wish list. Have you considered how customised dashboards and bespoke reports will help you achieve your goals? Skills-based routing directs customers to the right agent, while supervisors track front and back office activity. Call and screen recording allows managers to measure KPIs, ensuring agents meet targets and SLAs.

Delight your customers

Why not automate outgoing calls, emails and texts for affordable, proactive customer contact? Call back technology helps to avoid any frustration, IVR menus reduce call time, and self-service chatbots automate routine tasks. Customers will also feel more loyal to your business thanks to interactions which are personalised to them.

Tailored just for you

There are many other ways in which a generic contact centre solution might not suit you. A common complaint involves a lack of payment options or finance packages. Your business might want a choice between Capex or Opex finance models. Many one-size-fits-all solutions lack future-proof features. And off-the-shelf packages rarely deliver the seamless switchover a custom system can provide.

Netcall specialises in developing contact centre solutions that will help your CX stand out from the crowd. From multichannel and management information, to integration and deployment, we’ve got it covered with our modular and flexible designs.

But don’t just take our word for it. Try out our contact centre builder and customise your ideal set-up for yourself. Design a tailored set-up that’s perfect for today, and ready for tomorrow. The contact centre of your dreams is closer than you think…

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