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

Flexible Contact Center Platform

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

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

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 channels

All Media Channels

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

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

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

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

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™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

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

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

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

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

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

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

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

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app