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Contact centre solutions

IT Care Contact Centre solutions

We integrate and provide contact center solutions  that optimize your contact center performance through improved customer service and efficiency. Regardless of the ways in which customers conduct their interactions with the contact center, they still want personalized, efficient, and secure service. . Our services enable contact centers  to capture and analyze customer interactions across multiple communication channels.

Call Center Modelling Scenarios

We develop modelling scenarios based on the knowledge gained during the current situation assessment and also based on industry best practices.

A modelling scenario combines different factors that are derived from industry trends, research findings, and leading practices.

These factors are divided into three categories:

The presentation of a corporate image

A call center may provide a consistent corporate image to customers or it may provide a variable image. Choosing one or the other depends on the level of consistency the customer care organization wants to achieve. Sometimes, corporate divisions may be so distinct that customers are not impacted by a presentation that varies from one corporate division to the next.

The level of centralization of call centers

A call center may be fully centralized (like a mega center) or it may have geographically distributed facilities. Consider pros and cons of both options. For example, greatest cost, service and management efficiencies are gained with a single physical call center.

The level of specialization of the call agents

A call center may have agents capable of handling all types of calls (i.e., they are like "universal" agents) or agents dedicated to handle specific calls (e.g., calls for specific functions or calls from specific customers).

Below are possible examples of call center modelling scenarios:

Scenario 1

Consistent corporate image

Fully centralized call center

Call agents handling all types of calls (universal agents)

Scenario 2

Consistent corporate image

Fully centralized call center

Call agents handling specific types of calls

Scenario 3

Consistent corporate image

Geographically distributed call centers

Call agents handling specific types of calls

Scenario 4

Variable corporate image

Geographically distributed call centers

Call agents handling specific types of calls

We carefully look at the modelling scenarios and determine which scenarios are to be evaluated for the customer care organization. The number and choice of scenarios to be evaluated will vary for each organization, depending on the organization’s specific needs and objectives.

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