Jasco. Inspire. Innovate.

Contact Centres

Overview

The contact centre is critical in ensuring effective customer service. Organisations need to adopt multi-channel solutions to ensure customer satisfaction, however, it is essential to ensure cost effectiveness across the board. Intelligent contact centre solutions along with workforce optimisation tools are key.

A successful contact centre is no longer simply about having systems and services that answer and route calls efficiently. It is essential to incorporate multiple communication channels and deliver complete customer experience management. This in turn helps to drive higher revenues through improved processes and enhanced customer satisfaction.



Overview

The contact centre is often the primary touch point between an organisation and its customers, and is therefore critical in ensuring effective customer service. However, as more communication channels such as social media and instant messaging have been introduced, this environment has become increasingly complex.

A successful contact centre is no longer simply about having systems and services that answer and route calls efficiently. It is essential to incorporate multiple communication channels and deliver complete customer experience management. This in turn helps to drive higher revenues through improved processes and enhanced customer satisfaction.

Industry Challenges

PROFIT MARGINS

One of the most common challenges around the contact centre is profit margin. Ultimately the contact centre is not a revenue-generating service, but a cost to the business that needs to prove its value. This requires contact centres to deliver excellent customer service in a cost effective and efficient manner, through optimised processes, improved workflows and appropriate automation.

 

AGENT EFFICIENCY

Linked to this is the challenge of ensuring agent efficiency. This is not simply about making sure interactions are handled quickly, but effectively as well. Proper agent training is crucial, however, it is just as important to ensure processes are structured efficiently and workflows are optimised.

 

SUCCESSFUL DELIVERY OF MULTI CHANNEL AND OMNI - CHANNEL CUSTOMER INTERACTION

It is likewise essential to ensure the successful delivery of multi-channel customer interaction. Consumers today have numerous means of interacting with a business, from traditional telephony to social media, emails and web forms and even instant messaging. It is vital to be able to cater to this, allowing customers to communicate with your organisation via the channel of their preference. For an effective multi-channel solution, these channels need to be integrated into a single platform to ensure the same processes are followed and a holistic view of the customer can be obtained.  

 

CUSTOMER LOYALTY & BRAND AWARENESS

Our Smart Solutions can help organisations meet these challenges, providing the customer with a consistent experience across multiple channels for swift and efficient problem resolution. Furthermore, customer satisfaction can also be significantly improved. This in turn drives increased customer loyalty and brand awareness, two factors that are inextricably linked with improved business profitability. 

Smart Solutions

Our solutions include:

Assisted Experience Management
Skills based contact routing
Voice, email, fax, SMS, social media and web chat routing
Mobile application development


Automated Outbound Solutions
Preview, progressive and predictive diallers
Campaign setup, management and tuning
Right time to call analytics
Call back management
Automated outbound multimedia messaging


Automated Experience Management
Interactive voice response
Integration to FAQ systems


Performance Management
Comprehensive reporting
Development of reporting dashboards


Professional Services
Process consulting
System integration
Self service application development

Benefits

Jasco provides value to its contact centre customers by:

  • Allowing them to deliver consistent, personalised customer service by:
    • Better utilising agents to match the needs of your customers
    • Providing flexibility in routing decisions
  • Reduce costs while increasing efficiency and effectiveness by:
    • Providing flexible quality management tools
    • Providing automated customer experience solutions
    • Enhanced workforce management tools
  • Enhance the business value of every customer interaction by:
    • Enabling differentiated service consistency
    • Supporting your ability to provide service based upon service level agreements

 

Jasco Contact Centre Solutions support the following key business imperatives:

  • Driving customer loyalty to increase profitability
  • Evolving network infrastructure to support new business models
  • Driving competitive differentiation with better and faster decisions
  • Improving business continuity while reducing costs and operational risk
  • Implementing strategies and processes to optimise the customer experience.


We help customers to reduce costs, deliver a superior and consistent customer service, achieve process and application integration for better efficiencies, and deliver an integrated single view of the customer regardless of communication channels used. 

Partners

    


Contact Details

+27 11 266 1500 

Overview

As much as 70% of the cost of any contact centre arises from human capital expenses. It is therefore essential to effectively manage and optimise the workforce. Optimising performance and performance-related systems, and minimising human capital risk, will reduce the overall cost of the contact centre. This in turn has an enormous impact on overall profit margins.

Increasingly, enterprises are looking to improve performance of the workforce in the back office as well, to ensure it performs to the same level of efficiency as the contact centre

Jasco Workforce Optimisation offers a set of integrated tools that work together to assist enterprise contact centres and back offices to become more productive and ensure optimum performance.

Industry Challenges

PROFIT MARGINS

One of the most common challenges in any contact centre is profit margin. Ultimately the contact centre is not a revenue-generating service, but a cost to the business that needs to prove its value. This requires contact centres to deliver excellent customer service in a cost efficient manner. Optimised processes and effective agent interactions are essential.

 

INCREASED REGULATION

Contact centres must meet a variety of different legislative and compliance requirements, which are constantly being updated and augmented. With the introduction of each new requirement, ensuring compliance becomes a more complex task. Voice analytics, compliance recording and other tools are essential in ensuring compliance with relevant industry regulations.

 

PROCESS COMPLEXITY

In a typical contact centre environment agents are required to switch between a number of different screens or applications during the course of a customer interaction. Optimising these processes and simplifying customer interactions through a single agent front end helps to simplify this complexity.

 

AGENT TRAINING AND ENGAGEMENT

Often, contact centres are faced with disengaged agents as a result of the high stress contact centre environment. This typically results in reduced customer service. In addition, quality assessors need to ensure agents receive sufficient training to enable them to effectively handle customer situations. Ensuring agents are adequately trained and engaged is a common challenge that workforce optimisation tools can help to address. 

Solutions

Recording
Voice and screen recording
Payment Card Industry (PCI) compliance


Quality Management
Score card creation
Interaction selection
Moderation
Agent and team comparison


Workforce Management
Complex resource scheduling for call centre, back office and branch
Adherence monitoring
Staff management


Analytics and Reporting
Voice and text analytics
Fraud detection
Process discovery and adherence
Reporting dashboards
Enterprise feedback management


Interaction Optimisation
Single agent desktop
Intelligent prompting
Compliance tracking

Benefits

Jasco provides value to its workforce optimisation customers by:

  • Allowing them to deliver consistent, personalised customer service through:
    • Recording of customer interactions for compliance reasons
    • Allowing supervisors to easily score calls for quality and use the results to automatically schedule training for areas an agent is required to improve on


  • Reduce costs while increasing efficiency and effectiveness by:
    • Providing optimised work schedules taking multiple complex factors into account.
    • Tracking adherence to schedules and ensuring action can be taken if circumstances change


  • Enhance the business value of every customer interaction by:
    • Monitoring customer satisfaction and feedback management to ensure processes can be changed if required
    • Providing real-time dashboards showing trends and operational information to all levels of the organisation

We help customers to reduce costs, deliver a superior and consistent customer experience, achieve scalability and flexibility to cater for growth, and deliver an integrated single view of the customer regardless of communication channels used.

Partners

  


Contact Details

+27 11 266 1500