Contact Centres
We have designed solutions specifically for businesses in the contact centres sector, including both inbound (e.g. customer support) and outbound contact centres (e.g. telesales or market research).
Whatever the nature of their business, contact centres stand to benefit enormously from the implementation of VoIP services, which can help them keep costs predictable and, crucially, as low as possible. With the shift to hybrid working and the requirement for call handlers in some contact centres to be able to work from home, VoIP-based contact centre solutions such as Contact Centre Connect represent a clear way forward.
Challenges facing the contact centres sector
Contact centres face a number of challenges that make their VoIP and communications needs very different from those of other businesses. They tend to have large numbers of staff and high labour turnover. In this context, it is vital that they can be as productive as possible – and crucially, that the learning curve for new starters is as flat as possible, so they can become useful and profitable members of the team very quickly.
All businesses in the contact centres sector need well-defined, automated processes that can be relied on not to fall over at busy times, especially when staff are handling calls for more than one client. Above all, operations must be quickly and easily scalable, both up and down, according to client requirements. In the contact centres sector, demand can rise and fall very quickly.
More than just voice calls
Running a contact centre involves more than just call handling. They need systems that can be seamlessly integrated with clients’ CRM software, enabling call handlers to see details of previous interactions with the customer they are talking to – in all channels – and to place notes on the customer’s file if necessary, for use in the future. The chosen platform needs the facility to record calls, both for training purposes and for dispute resolution. And in an era where the best staff often demand home or hybrid working options, a system that executives can access via regular computer hardware is vital.
Contact Centre Connect
Contact Centre Connect is a specialist product, designed to answer the specific needs of the contact centres sector. Based on TSI’s Cross Connect unified communications platform and years of experience in the contact centre space, it offers a wealth of benefits, including:
- Unified interface providing managers with a single pane of glass.
- Excellent sound quality for unrivalled quality.
- Self-service and IVR speech recognition.
- Intelligent, customisable routing.
- Detailed analytics and real-time reporting.
- Customisable Agent Status.
- Real-time dashboards and live data give Contact Centre Supervisors and Agents the tools they need to pinpoint problem areas quickly and derive solutions that optimise their internal resources.
- Call Recordings, with optional transcription and sentiment analysis, give a complete picture of every customer interaction.
Structured Cabling for the Contact Centre sector
The team at TSI is highly experienced in the field of structured cabling. From establishing entirely new Contact Centre installations to moves & changes or tidying of Communication Cabinets, we can help. Channel Partners can make use of our Structured Cabling as a Service (SCaaS) offering for Contact Centres.
An exceptional level of care and support
We built our business on the highest level of customer care and continue to put our partners first to allow them to thrive. Together, our unified communications, connectivity and infrastructure solutions empower Channel Partners to grow sustainable, profitable businesses.
Support Team
Our fully in-house team will support you on the phone and on the ground to help you maximise your service offering and bottom line. We're an extension of your team.
Our knowledgebase
The Cross Connect branded end-user knowledgebase will simplify training and support for your customers. And our Partner knowledgebase provides your internal support team with the ability to train staff, as well as offering guides to support them in configuration and troubleshooting.
Arrange your free demo and see the Cross Connect difference
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