CONTACT CENTER SOLUTIONS

Overview:

Today's contact center must balance the twin objectives of aligning with the company's global business strategy and satisfying customer needs. However, maximizing profits, minimizing operational costs, and taking care of customers are goals that do not always add up. DTSI takes the contact center experience to new heights with solutions that optimize profitability and offer better value to your customer. Our solutions employ tools that increase efficiency and improve contact center effectiveness thereby lowering agent idle time, producing more accurate and timely reporting requirements, and providing more personalized treatment of customers.

Solutions:

Automatic Call Distribution (ACD) efficiently routes incoming calls by matching the right customer with the right agent skill. This intelligent system improves first call resolution, reduces transfer rates and abandoned calls thereby increasing overall client satisfaction.

Key features and benefits:

•  Flexibility. Has a wide range of call routing options to choose from, creating a more personalized interaction with your customer. •  Efficiency. Ensures consistent and reliable customer call handling, maximizing the use of existing agent resources while balancing the workload in your contact center. •  Reliability. Enables call routing modifications in real time without the risk of disrupting service.

Call Management System (CMS) collects and organizes information on contact center activities in real time. All transactions are merged into a single database, generating current and historical reporting requirements. Such data in easily-accessible and readable format is relevant input for you to monitor the performance of your outsourced businesses.

Key features and benefits:

•  Comprehensive reports. Using data from the ACD, you can generate both real-time and historical reports according to your specifications. •  Streamlined operations. Effectively monitors and measures agent productivity allowing you to improve overall call center efficiency. •  Flexible and scalable system. This is suitable for small-sized and single location contact centers as well as multiple-site centers.

Interactive Voice Response System (IVRS) provides intelligent and automated self-service transactions. This system is integrated into an enterprise's overall phone and IT infrastructure. It provides your customers with accurate responses to their requests while reducing your business' service costs.

Key features and benefits:

•  Flexible. Can be configured for both simple and complex call handling, offering a variety of speech recognition options and host interfaces. •  Cost effective. Minimizes staff utilization for repetitive, low-level tasks by automating a variety of transactions, increasing agent productivity and profits.

Computer Telephony Integration (CTI) acts as an electronic bridge linking telephones with personal computers. It allows immediate access to customer information while taking a call. This personalized approach enhances customer experience, encourages customer retention, and shortens agent talk-time.

Key features and benefits:

•  Convergence. Integrates communication and computing infrastructure to enhance agent productivity, call center management, and customer service. •  Efficient and effective operations. CTI provides relevant information by automatically updating a caller’s contact history, facilitating agent-customer interaction.

Call Recording System is a quality assurance tool that accurately measures an agent's performance by capturing customer experience. This provides your supervisors and managers key information to be able to further improve processes, resulting in improved service levels and increased business effectiveness.

Key features and benefits:

•  Accurate data. Supports information and other reports generated by your contact center infrastructure, providing valuable information to facilitate measurement and analysis of operations. •  Easy monitoring. Data is easily retrieved from the system, permitting you to respond quickly to improve operational efficiency.

Predictive Dialer System (PDS) allows businesses to interact efficiently with customers by screening non-productive call events, increasing right party connects, enhancing productivity, thus translating into cost savings and higher revenues. This also forms stronger relationships with clients by anticipating their needs and notifying them of account updates.

Key features and benefits:

•  Efficient and effective operations. Optimizes live-voice connections to agents by purging busy signals, answering machines, voice mail, and other non-productive call events thereby increasing agent productivity. •  Stronger customer relationships. Enables the agent to personally welcome new clients, remind them of upcoming appointments or renewal of service, promoting a more positive and informative customer interaction.

Workforce Management (WFM) optimizes staff requirements through forecasting, scheduling and planning to ensure adequate and efficient response to varying call volumes. This is a cost effective system that automates complex manual tasks and reduces the papertrail pertaining to record keeping.

Key features and benefits:

•  Efficient operations. Monitors schedule adherence and productivity levels of agents. •  Cost effective. Reduces administrative costs by streamlining the process of communicating schedule changes via easy-to-use browser- and IVR-based automated scheduling tools. You may even coordinate staffing requirements with call volumes across multiple sites and time zones.

Case study:

Ambergris Solutions

Challenge: To transform customer care—traditionally a loss-leading cost center—into an engine of profit growth, as well as a means of differentiating of goods and service offerings in an increasingly competitive environment.  

Solution: DTSI provided Ambergris Solutions with state-of-the art customer contact centers that boast of a full-range of low-cost, high-quality customer relationship management (CRM) system and back-office solutions for US-based clients. This solution is a fully-integrated multi-channel service that encompasses voice, e-mail, fax and web-based support, and employs cutting-edge technology through a fully-redundant, complete fiber-optic network.  

Business Value Created: With scalable network resources and a buffer of ready agents, Ambergris was able to launch new programs and scale existing programs far more rapidly than its closest competitors—in many cases, taking less than a month from start to finish. The resulting operational efficiency of DTSI solutions—from high reliability of equipment to the system’s ability to process large volumes of calls—minimized costs for the company. Furthermore, the minimal to non-existent downtime translated to additional revenues for Ambergris. 

 

 

 

 

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