Call- and Contact Center
It costs about 7 times as much to win a new customer, than to look after a customer you already have
Therefore, customer service has become a crucial factor in competition. A Contact Center is the ideal solution for this purpose: callers are immediately switched to the proper contact person via skill based routing and do not have to be put through. Via Pop Up the agent gets information about the caller (e.g. from a CRM data base) before he answers the call and can thus address the customer personally right away. This also allows Up- and Cross Selling. E-Mails, just like calls, are referred to the appropriate agent and are shown in the Reporting. Standard inquiries can be resolved economically via an IVR System, without being referred to an agent.
Reports and real-time statistics keep the Contact Center manager permanently up to date, so that he can react quickly in peak times (alarm when a threshold number of calls is exceeded), or employ a higher number of agents at these times when the historical reports show regular trends.
The average length of stay on a web site is approximately 20 seconds. If the surfer does not find the required answer and has no chance of immediate interaction, he will leave the site. Because in the internet the competitor is only a mouse-click away and each company has the same size – that of the browser window in which its web site is viewed. Via call back or chat - request it is possible to make an inquiry to the Contact Center immediately. While the agent is chatting with the caller, he can help him with filling the forms on the web page (Form Filling) or present special web sites (Co Browsing). Thus, another satisfied surfer stays on your homepage.
In order to approach your customers proactively, we recommend an Outbound Solution, which automates all actions in the context of customer questioning and thus saves time and costs allowing you to concentrate on your core business.
Whether in a customer service center, in a mail order company's ordering center or for the hotline of a breakdown service – wherever communication is the crucial success factor, it is vital to organize it as efficiently as possible, to distribute incoming and outgoing calls reasonably, to collect and evaluate data and to support the employees in all respects. Kapsch BusinessCom is your reliable partner for Call- and Contact Center Solutions.
