Contact Centre

Advanced interaction with customers
Deliver an exceptional service and you stand a much greater chance of finding new customers and retaining those you already have. Having the right customer contact strategy in place enhances your company brand, improves customer satisfaction and retention, and increases staff loyalty and morale.

Proximity Communications will consult with you on the best way to deploy an effective customer contact solution, whether it is to assist in a new build, expansion, or an improvement of your existing contact centre investment. For instance:

• Improving customer interaction through multimedia channels allows your customers to communicate not only by telephone but by email, web communication, SMS or fax. Blending these ‘contacts’ can optimise your agents’ time whilst offering them more varied, more interesting and more fulfilling work.
• Providing self service Interactive Voice Response (IVR) systems can increase agent availability and improve customer service by responding to repetitive enquiries with pre-recorded answers, or directing calls to the right department through touch-tone recognition.
• With proactive contact management and outbound dialling you can grow customer relationships, provide information on new products, and support revenue generation, whilst improving agent productivity.
• The integration of remote agents can help improve access to resources, as well as improving work life balance for employees.
• Add in call recording to ensure you are compliant with FSA and PCI regulations, or provide quality assurance through on-the-job agent training.
• Management, administration and reporting of all communication channels needs to be fully consolidated, ensuring you always know the contact centre is meeting its objectives and you have the metrics available to confirm it.

Proximity can design, implement and support a contact centre solution, incorporating features such as sophisticated call routing, applications, reporting and management functionality for onsite, multi-site or hosted (network-based) deployments.