A call centre that delivers top-flight customer service can distinguish your company and give you a genuine competitive edge. The call centre can also be the most cost-efficient way to enable a minimal number of agents to field large volumes of calls.
Nortel Business Communications Manager systems support three feature rich call centre solutions:
All Business Communications Manager platforms come with the Call Centre pre-loaded. Business Communications Manager 200 and 400 platforms also come with Professional Call Centre and Multimedia Call Centre pre-loaded. Any of these applications can be activated by downloading a keycode; there's no need to install additional software or hardware.
Satisfy agents, customers, supervisors within budget:
With call centre applications on your Business Communications Manager platform, you can offer superior levels of customer care with your current resources.
Prompt response to every call. Calls are answered immediately, interpreted and routed to the most appropriate agent. If all agents are busy, the caller can choose to leave a message or wait. Recorded announcements ensure callers that their call is in queue and will be answered soon. When call volume is unexpectedly high, Expected Wait Time announcements let your callers know when to expect a response.
Intelligent Routing ensures that the system prioritises and routes the calls based on the call's source, destination or caller input. Calls can be routed to the agent who has been idle the longest or the one most qualified to take the call. With skills-based routing, separate call queues are associated with different agent skill sets, such as language, customer category, product line or inquiry type. This ensures that callers can get what they need without having to be transferred again.
Agents are empowered and informed so that as soon as the call is connected, the agent benefits from optional screen pop applications (enabled by Computer Telephony Integration) that display a returning customer's account records on screen. Agents can then work more efficiently and provide better service.
Assured service quality is assured as agents can request help from a supervisor at any time. Supervisors can also monitor and/or record calls to ensure that quality standards are upheld.
Optimum call centre performance can be achieved as performance statistics can be displayed on a wallboard and updated every few seconds to let supervisors and agents know how well the call centre is doing. Supervisors can also view real-time and historical reports on their PCs that provides them with valuable information to help optimise staffing levels, policies and procedures.
Real-time and historical reporting is standard with Professional and Multimedia Call Centre's, and an optional upgrade for the standard Call centre (Not available for the Business Communications Manager 50, only the BCM 200 and 400 systems).
Integration with the Web is available when Multimedia Call Centre is used with either call centre edition. The interaction is enriched with the visual interface of the Web. For example, customers can click on a Web page to request a callback from an agent for a voice conversation or real-time text chat. Agents and callers can "push" Web pages to each other. Agents can send screen captures or collaboratively browse the Web with callers. In one efficient session, callers can get the information they need to make decisions.
Integration with other telephony applications. Call centre applications are tightly integrated with the other powerful features of the Business Communications Manager platforms, including Voice Messaging, Auto Attendant and Caller ID data from the public switched network.
In addition, an open application programmer's interface enables the system to interface seamlessly with a variety of third-party computer telephony applications.
This is the way to maximize your business success.
With all calls answered and routed automatically, fewer calls on hold, and prompt service, you'll also stand apart from the competition for the quality of your customer care.
Discover the advantages of adding sophisticated call centre services to your Business Communications Manager system.
Please contact us for more information about the Nortel BCM 400 Call Centre Applications, or to set up a meeting/demonstration.
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