Customer satisfaction – it should be the main purpose for any interaction within the call center. The question is – have you designed your business strategy to ensure all actions and interaction support a method that delivers on customer expectations? Have you installed the right call center solutions to support a broader-reaching initiative?
This VoltDelta (News - Alert) page examines the true value of the interaction, highlighting this “moment of truth” in customer satisfaction. Call center solutions from VoltDelta are designed to optimize call management and distribution for call centers, as well as home-based agents, to improve retention and encourage overall customer loyalty.
One of the features included in the company’s call center solutions is customer-aware call routing. This capability ensures the call center can immediately identify callers and their attributes without asking any questions. This ensures skills-based routing within VoltDelta’s CallMatch without putting out the customer while on the phone.
Converged multi-channel care is another of VoltDelta’s call center solutions features, offering self-service plus agent integration, with SMS messaging and call management. All of these capabilities are supported within a single Software as a Service (SaaS (News - Alert)) platform, minimizing cost and streamlining access to call center solutions features.
How well do you truly listen to the voice of the customer? Your call center solutions should encompass real-time auditing and assistance, along with call plus agent screen recording all enable the unique customer experience evaluation. Your call center solutions will also include the ability to easily search and share audio and video files for executive oversight or even agent training.
VoltDelta’s call center solutions also include a vast carrier independent VoIP and TDM infrastructure that currently supports more than 36,000 agents, 2.4 billion calls per year and more than 2 billion SMS message deliveries within 99.99 percent reliability.
The company also provides call center solutions with a global reach. An MPLS network links VoltDelta with data centers outside of North American to ensure the extension of call center connectivity. VoltDelta customers are found in more than 40 countries worldwide, all receiving the desired call center solutions support necessary to promote success.
In other call center solutions news, TMCnet recently reported that Kentucky Fried Chicken Management Pte Ltd and Pizza Hut Singapore Pte Ltd selected Acumatica Cloud ERP. This move was the company’s effort to replace an aging JD Edwards software deployment. The cloud-based solution offers a highly scalable solution for central management and easy accessibility from anywhere with an Internet connection.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco