Contact Centers

In today’s customer driven economy, business success may rest on effective communications and the evolution of a call centre into a customer interaction ‘contact center’ is often the critical difference between success and failure. This is where most customers gain first-hand experience of your service, your products and your brand.

It is often crucial to get not only the strategy right for a call center but also to plan to integrate other pertinent technologies into a single cohesive solution. It must encompass a strategy to manage the increasing channels by which a customer may wish to contact you, such as web, e-mail, fax, traditional mail as well as by telephone. Equally, this can be exaggerated even further by the impact of making outbound contacts and areas receiving messages or even automation.

Where many businesses fail is not having the cohesive strategy or process in place to accommodate these multiple contact levels across the business and subsequently, cannot apply the right service levels appropriate to these methods. It is not uncommon to see disparate systems that do not integrate, multiple management systems with no means of consolidating management reports and as a result, a number of different systems crashing under the strain!

The result is often a frustrated customer at risk of losing to a competitor while their reputation is at risk and costs are probably spiraling out of control. By taking a coordinated approach, this would not be the case and could be a key factor or differentiator in propelling your business to a new level.

At NAC, we have many years’ experience working with major global organizations in implementing complex solutions stretching beyond traditional large call centers to incorporate a full solution portfolio. Our consultative approach and strategic business understanding, combined with our very broad portfolio of best of breed technologies, enable us to take an all-encompassing business view.

Working closely with customers to understand all the business requirements and drivers, cost structure and corporate goals enables NAC to arrive at a strategic decision with customers. That could potentially include all elements of our portfolio stretching from the selection of the right call centre platform, a strategy for the management of inbound and outbound contacts, an integrated solution with single management reporting for multiple customer contacts including web, e-mail, video and voice, as well as identified areas within the business associated with relevant applications for self service tools and natural speech recognition. Last but by no means least, and central to the whole integrated solution, is the mechanisms for front and back office process incorporating a critical Customer Relationship Management (CRM) strategy.