Contact Centres

 

Organisations are under growing pressure to revamp the way in which they manage contact with customers and prospects. Changing consumer behaviours have placed increased demands on organisations. At the same time a crowded marketplace is squeezing costs.

 

The challenge is how to improve service and develop more profitable relationships, whilst maintaining efficiency - particularly when customers are more willing to switch suppliers if their needs are not met. BT has developed a set of focused propositions to help organisations address this fundamental challenge, which are detailed below.

• BT Contact Centre with Cisco
• BT Contact Centre with Avaya
• Next Generation Contact Centre (Hosted Contact Centre)
• Outsourced Contact Centres Services

Quick Start — Making Contact Centres Efficient

While many organisations are aware of the importance of improving the efficiency of their contact centre and improving customer service levels, it's often difficult to understand where to direct and prioritise activity to deliver the best business results. There is also a multitude of contact centre technologies now available from different vendors to help drive efficiency and effectiveness — so much so senior managers can find it a struggle to evaluate them accurately and decide how to adopt the relevant technology for their business.

 

The BT 'Making Contact Centres Efficient' Quick Start service assesses the capabilities of your contact centre operations — benchmarking them against good industry practice — and identifies how to improve these capabilities in the short and long-term. Specifically, using modelling techniques, BT can help you understand and quantify the effects of changes to a contact centre operation, evaluate the different options available and provide evidence to inform the business case.

 

The Quick Start service involves the relevant stakeholders from the start in discussions and demonstrations of opportunities for enabling transformational change. The process helps you create an implementation plan and realise the potential.

 

In particular, you will be able to:

• Ensure project sponsors and stakeholders agree the reasons for change
• Ensure project sponsors and stakeholders commit to the process of change
• Identify and address the root causes of existing problems
• Approach implementation with the confidence that benefits will be seen across the business
• Drive implementation using the best combination of processes, people, technology and locations
• Complete view of BT's CRM capabilities