The world’s most advanced sales and service tech
Your Competitive Edge
Our people have the power of the world’s most advanced, cloud based, omni-channel customer engagement technologies at their fingertips. Empowering them with extensive functionality, intelligent automation, faster service, deeper insights and greater efficiency. For faster, better service, more sales and an additional competitive edge for your operation.
Advanced Speech Analytics
Real-time monitoring of calls, speech to text transcripts and ‘LIVE’ in-call keyword notifications provide a birds eye view of all call activity to our supervisors, with potential to coach and provide immediate escalation and scope for intervention if required.
Instant, Real-Time View
Our technology is as hands-on or hands-off as we need at any time. Producing real-time alerts and reports on activity, performance and customer satisfaction. Allowing for immediate responses as required, which helps increase productivity, results and NPS values.
100% Call Recording & Storage
Up to 100% call recording and archiving, with playback available on demand. Enabling detailed call quality analysis, dispute resolution reviews, brand adherence checks, and ensuring all industry specific legal and regulatory requirements are followed.
100% Screen Capture & Storage
We fully monitor all our agents interactions, including recording onscreen activity. With up to 100% screen capture available. We have real-time access to every keystroke, and all recordings are stored and easily accessible if required e.g. for legislative purposes.
Custom, Automated Survey Suite
Our technology powers a wide range of fully customizable, automated feedback surveys. So we always have our finger on the pulse.
Quality of Performance Analysis
We can align all quality metrics including speech analytics, call recording and screen capture, with the VoC and survey results to provide a complete overview of campaign and team performance. Garner deeper insights and tackle potential issues before they escalate.
Real-Time, Comprehensive Reporting
We can crunch big data and yield valuable insights with detailed real-time and historical reporting. Our clients can also, automatically, receive a wide range of reports.
We can change your campaign in flight, without the need for costly and time consuming campaign rebuilds. Segment potential contacts, scale the campaign, add new features, and quickly adapt to market demands or seasonal fluctuations. All enabled by technology.
Automated Multichannel Routing
We can automatically filter customer communications from all channels to specific, pre-defined agents, based on enquiry type, agent skill set and agent experience, e.g. a particular call routed to a French language speaking agent. Customers get to the right people, first time.
Detailed Call Prioritisation
Ensure that key calls are not left waiting by prioritising the order of ACD communications e.g. determine whether a sales call should take precedence over a billing query, or vice versa. We can also blend the priority of the outbound to inbound calls to ensure we meet KPI’s and deliver outstanding service levels e.g. a common KPI is 85% of all sales calls answered within 5 seconds.
We use advanced Interactive Voice Response to power faster service, greater efficiency and better results. Functionality includes automated menus, automated database queries, automated account enquiry and more.
Matching the latest technology with their vast experience delivers a potent combination.
Call by call, email by email, we’re building our clients’ reputations and one of
Europe’s most impressive outsourced sales and service scorecards. But seeing is believing,
so let’s start a discussion about your campaign.