The joy of CX?
We hosted a visitor at Sytel HQ recently who has done a lot of international travelling in the past year, despite lockdowns. They talked about their experiences with a variety of companies around the world, as a new customer seeking to do business.
It was an interesting snapshot on one person’s view of customer service.
Here’s their account of typical experiences, taken verbatim.
Your first way in might be an inbound call. It’s fairly easy to track down a phone number to call. But wait times may be many, many minutes and the service may do its very best to persuade you that your best option is to hang up and go visit their web site. “All the information you will need is laid out there in a very clear way.” Or, you may be allowed to enter your number to get a callback, which may or may not then happen.
So you figure out that an email may be the best bet. But try as you might, there is nothing to be found on the web site. Except of course complaints and feedback forms which make it clear that they would love to hear from you and that their mission is to respond within three working days!
What about sending an SMS? Well, there’s no number to send it to.
What about social media? Most companies comb their social media sites for customer comments and feedback. You may get lucky, but not if you are looking for quick service.
The website may suggest you try a content-rich bot. “Answers to all your questions are there.” Maybe, if you have the patience.
If you are really lucky you may find a live agent available on Chat to actually exchange messages with you. It happens, and since the session is almost certainly being recorded, they won’t want to let you down. Hurrah!
Try it yourself
Food for thought. If you are a contact service provider, what is your first reaction to all this? “Not me!” We hope you are right. But try contacting your own company as an unknown prospect keen to buy. Whether you believe your own marketing messages or not, this is a great audit exercise to do.
To be fair, in all the cases above, the potential customer was passing through and new, so the companies they were contacting had no profile for them and hence no knowledge of their buying intentions. But there are tools and techniques allowing you to do a much better job and delight not just existing customers but potential ones as well.
Feel free to talk to us and explore how the best contact center solutions can help your business.
What We Offer
Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.
Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software
Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale
-
Contact Center as a Service (CCaaS)
CCaaS for subscribers – global service, with no upfront costs
-
Contact Center Platform – CCaaS Partners
Build your own CCaaS business using the power and flexibility of Sytel software
-
Contact Center Platform – Enterprise
High performance platform to drive contact center productivity – cloud, on-premise or hybrid
Blended Media Desktop
Fully customisable, multi-channel, multi-session workspace
Work Anywhere
Browser-based tools, no software installation required
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 Channels
Voice, chat, email, social, etc – fully integrated and blended
Agent Multi-Tasking
Work with multiple live contact sessions of any media channel
Dynamic Workforce Management
Optimise agent usage and balance workloads in real-time without human intervention, across all media channels
Predictive Dialing
Best-of-breed performance under compliance
Optimised Inbound 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
Drive operational efficiency, increase customer satisfaction & improve agent performance
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™
Maximum predictive dialing performance, 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™
Automation to optimise any outreach strategy
Softdial Repository™
Central storage and configuration of common resources
Sytel Global Compliance™
Flexible ‘no contact’ rules to protect contact center and consumer
Solutions
Performance and efficiency for a wide range of business applications
By Business Type
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
By Industry
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Debt Collection
Automated inbound/ outbound blending integrated with any debt management app
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly-configurable multichannel communications for excellence in patient care