Having a more
efficient call
center can
reduce
operational
costs and
increase
customer
retention. It
can also improve
productivity and
reduce overhead
-- whether
you’re a small
business who has
two employees
answering
customer calls
or a large firm
with 600 trained
agents.
Range of
Services
CSM’s expertise
includes both
traditional call
centers as well
as multi-channel
customer contact
centers that
often handle
correspondence
via phone,
e-mail, web
chat, IVR and
fax. Specific
services may
include call
center tune-ups,
service level
attainment
consultations,
software
purchases,
implementation,
integration
services with
third party
database
applications,
training and
ongoing support.
The magnitude of
the work can be
as sweeping or
as specific as
you need.
Benefits/ROI
Here's what
CSM's Call
Center expertise
can do for your
business:
- Improve
customer
satisfaction
and
retention
- Provide
the ability
to identify
VIP
customers on
incoming
calls
- Better
prioritize
and route
calls
- Improve
average
speed of
answer
- Improve
average
speed of
call
completion
- Reduce
call abandon
rate
- Evenly
distribute
inbound call
activity
- Identify
the best
match rate
between
caller and
agent
- Improve
staff
retention
and moral
- Provide
improved
tracking
measures
that can
assist in
scheduling
and
forecasting
resource
needs
- Reduce
phone
charges
-
Re-allocate
human
resources
Which
Companies Can
Benefit?
Companies with
mid- to
large-sized call
centers are
obvious
candidates for
improvement. But
recent software
price points
have allowed
even small
businesses to
adopt a better
approach to
fielding
customer calls.
So even if
you’re a small
company who
doesn’t have an
official “call
center,” you’re
still in a great
position to
improve incoming
and interoffice
call efficiency.
Learn how
companies of all
sizes and across
all industries
have used
contact center
solutions from
CSM to improve
their businesses
and reduce
operational
costs.