Contact centre automation
Our tech experts are constantly pushing the boundaries of the industry, asking the important questions and providing thought provoking answers
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 touchpoint for customer interactions, the contact centre should deliver exceptional service and a seamless experience. However, many fall short, particularly in digital self-service and omni-channel support. Poor customer experiences in contact centres often lead to frustration, with many consumers choosing to take their business elsewhere.
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.
Turn customers into fans
Customers today demand seamless, personalised interactions on their terms. When businesses fail to deliver, frustration sets in—leading to lost revenue, stunted growth, and a damaged reputation. Meeting these expectations isn’t just an advantage; it’s a necessity.
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.
Automation Partners
Need help automating your call centre?
iOCO can tailor a contact centre automation solution to meet your needs.
