How Do You Cope When Everyone Calls At The Same Time?

July, 2017

Avoid giving customers a poor experience, provide them with a soft landing and alternative ways to communicate with you.

It might sound like a dream – everyone wants to call your contact center and place an order, or enquire about its status. In reality, it can be your worst nightmare.

To have all your customers and potential customers make calls to your contact center could easily swamp your agents and inevitably cause major queues with long wait times. The result would be frazzled agents, disgruntled customers and a reputation that nose dives.

Some organisations are quite open about such situations and clearly tell callers that are experiencing high call volumes and the caller should try again later or use alternative methods of communication. Others are far cagier from the start and make it very difficult for customers to call the contact center by deliberately hiding telephone numbers and making alternative routes of contact more obvious and accessible.

Customers have such choice of communication these days and their expectations are continuously getting higher. But equally, you need to stay in business and keep costs under control. Providing and promoting a choice of contact methods that are timely and effective will alleviate the workload. Such alternatives not only complement your agents but can reinforce the positive impression of the organisation.

Providing a soft-landing for customers rather than a hard exit will benefit everyone. A website that clearly lets customers know the best ways to access information is a good place to start. Providing FAQs with concise user-friendly answers enables customers to self-serve information on simple queries. Offering a chat service that utilises an effective chatbot can reduce the load on agents. Likewise, encouraging customers to complete an online form or submit an email that can be passed through a text processing engine will enable it to be answered automatically, or at least route it to the most suitable queue for handling. And whatever methods of communication you offer the customer it is important they are not siloed. If a customer contacts you by chat and subsequently calls in by phone the agent must be able to access the previous communication.

The worst experience for a customer is to be left floundering with no information on how to get help or enter in to communication with you. If that happens you can expect the customer to exit your world slamming the door hard behind them.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app