Industrialization has given a sharp rise to the tertiary sector in the UK, which included booming of the service sector and call centers in the country. Companies started reaching out through their call centers for communicating with their customers for selling, up-selling, and client servicing. This growth led to the enormous increase in the contact centers established by companies and the number touched to 6200 by 2017. This approximately employs 4% working population in the UK.
It then became important for companies to channelize and streamline the processes of these call centers. Thus, with the help of Information Technology, a company started using modern software and tools, such as Call center reporting software, management software, tracking software and performance management software for their call centers.
This software’s mainly focused on utilizing the data for effective decision making. The software was able to provide details of calls attended, unattended, duration of calls, regional-center wise details and on many various parameters. This helped companies and their CXO’s to make decisions efficiently and effectively regarding the investments and expansions for their call centers. Thus, it provided a great help to companies for framing strategies to enrich their brand values through improved sales and client servicing.
The call center management software and tracking software helped the companies to continuously monitor the effect of the strategies and the implemented policies. This software focused on the measuring the productivity parameters and Key Performance Indicators (KPIs) for evaluating the positive change and areas of improvement for further growth.
With such technological break-through, now CXO’s have precise data of operations of their contact centers and the challenges faced by region-wise, center-wise or country-wise. Resources could be deployed on basis of the call traffic or reasons could be known easily for dissatisfaction or unattended calls. Such monitoring boosted the overall national average customer experience and productivity in the UK when compared to the global levels.
Dedicated to such smart reporting solutions and software, companies have also augmented its services for providing cloud-based software to help its client in tracking their day-to-day business activities in coordination with telecom infrastructure. Our software and services work on robust architecture and have given positive results within a short span.
Our solutions are also in compliance with the General Data Protection Regulation (GDPR) and constantly updated to conform to required standards. The stringent security policies and highly robust architecture of our software made it possible for us to 100 percent customer satisfaction.