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A balanced solution for your contact centre
Running a successful contact centre is a constant balancing act. You not only have to meet your own performance targets, but also your customers’ growing service expectations.
Even in the current economic climate, achieving one goal doesn’t mean you have to sacrifice the other. There is a way to deliver everything your customers demand without spiralling costs.
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Hosted contact centres
- Find out about hosted contact centres - what they are and how they can help reduce costs and optimise the customer experience.
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A little help from your friends at BT
A BT Hosted Contact Centre offers a reliable and efficient alternative to going it alone. We will provide the technology, support and expertise you need to get your contact centre up and running without the need for any upfront investment.
Instead of absorbing all the individual costs yourself, you can move to a more manageable operational expenditure approach. This “pay-as-you-go” model means that your organisation can be more agile and efficient, reacting quickly to changes in call volumes.
We can help you cut your spending, increase staff productivity and focus the resources that you have available. Our goal is to help you deliver the best possible customer experience so that you can attract and retain business even in difficult market conditions.
Leading insurer ensures quality customer service
Prudential, one of the UK’s leading insurance companies, has contact centres located across the UK and India. Before working with BT, each centre operated as a separate unit, running its own systems and dealing with its own call volumes.
BT was able to help Prudential deliver a more integrated service. We provided a fully-hosted IP contact centre solution, delivered as a “pay-as-you go” service with per-agent, per-month pricing. All of Prudential’s sites now act as one virtual contact centre, improving customer service while controlling cost.
Calls are balanced between sites, and the same platform can easily be rolled out to other parts of the business. Our solution will support Prudential’s need for flexibility, both now and in the future.
