Business Consulting

Improve Your Important Business Processes

We know a lot about technology, yes, but we’re also pretty well-versed in call center best practices. If your IVR has a high abandonment rate, or you need actionable information from customer surveys, we have seasoned experts with deep industry experience in those areas.

Optimize Your IVR for Effective Self-Service

Your IVR is your contact center’s “Top Agent.” If it’s not working well, customer satisfaction suffers. Based on industry call center best practices, we’ll identify gaps in your current IVR flow and recommend actionable steps for improving it. An optimized IVR determines the success or failure of any self-service application and can be the difference in achieving 20% versus 90% containment.

Build a Successful Customer Feedback Program

Successful feedback programs require in-depth planning, implementation, and proactive follow-up to improve satisfaction, enhance brand loyalty, and improve your revenue stream. We’ll help your organization address responses with our call center best practices that result in happy customers and increased revenue.

Are you tracking the right KPIs?

Metrics such as Average Handle Time (AHT) and Abandonment Rates can have a direct impact on your bottom line, customer experience, and agent satisfaction. In this Reporting engagement, we’ll identify the metrics that your contact center should track and highlight those that may distract your organization from achieving its goals. Together, we’ll develop the appropriate benchmarks for your contact center, implement call center best practices, and recommend potential enhancements that can greatly enhance and improve your business.

 

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What Our Customers Say

“The inContact staff have enabled us to prepare for future growth and help us understand how our current capacity can be built upon down the road.”