Contact centre automation

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Transform your contact centre into a customer experience centre

Customers expect a lot from the companies they do business with. In a world where customers can easily switch to a competitor, organisations that fail to take action to meet expectations face lost opportunities.

As the primary means of connecting with a business, the contact centre should always provide superior service and a seamless customer experience. Unfortunately, many call centres fall flat, particularly when it comes to digital self-help offerings and omni-channel support. In fact, 60% of consumers have switched brands due to a negative contact centre experience. 

iOCO’s call centre automation solution has been designed to transform your inbound contact centre into a customer experience centre, ensuring you consistently provide excellent customer service that will give you a competitive advantage.

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Turn customers into fans

71% of consumers expect companies to deliver personalised interactions on the channel of their choice, and 76% of them get frustrated when it doesn’t happen. This frustration translates into lost revenue, reduced growth, and damage to a brand’s reputation.

Your contact centre solution is letting your customers down if they have to deal with:

An inconsistent experience across the customer’s channel of choice, be it phone, email, chat, web or application

A call bouncing between agents or departments to get the customer’s issue resolved

Not being able to self-serve on their channel of choice at the time that is convenient for them

A lack of personalisation and having to repeat information to find a resolution

iOCO’s omni-channel contact centre solution makes it easy to create digital self-help solutions and improve agent effectiveness and efficiency. Using intelligent automation across the front and back office, we help empower agents to deliver a personalised customer experience that will turn customers into fans.

The right tools for the job

Our advisory-led, technology-agnostic approach continually focuses on the biggest call drivers in your inbound contact centre, helping to tailor a call centre solution that decreases:

Call volumes

Average Handling Time (AHT)

Cost per Contact (CpC)

Agent churn

Total call centre cost

while increasing:

First Call Resolution (FCR)

Customer satisfaction (CSAT)

Net Promotor Score (NPS)

Customer retention rate

Customer Lifetime Value (CLV)

Personalisation score

We partner with you throughout the process of transforming your call centre services into a truly unified contact centre. Our cross-skilled Intelligent Automation Squad offers a holistic view and has the skills capability to solve your contact centre challenges using the latest and best-suited technology. Leveraging your existing investments, we provide tools and platforms that align with your technology strategy, current stack and roadmap.

Improve customer satisfaction

A complex, siloed technology landscape and inconsistent omni-channel experience lead to slow handling times, frustrating customers. This has a knock-on effect, as frustrated customers result in frustrated agents, which leads to high agent churn.

With billions being lost annually as a result of this scenario, neglecting your contact centre is just bad business. Our intelligent automation solution will help you scale your self-service channels, transform your processes and adapt to new work environments. iOCO’s omni-channel contact centre solution will help your business proactively identify opportunities to provide better customer experiences, guaranteeing improved customer retention, loyalty and satisfaction.