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.
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 lack of personalisation and having to
repeat information to find a resolution
Not being able to self-serve on their channel of
choice at the time that is convenient for them
A call bouncing between agents or departments
to get the customer’s issue resolved
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
- 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 IntelligentAutomation 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.
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.