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ContactOne

Upgrade your on-premise PBX to support remote working with ContactOne’s BCP

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With on-premise telephony systems PBX, the remote homeworking functionality is often limited to call forwarding extensions to mobile phones and other landlines. Using this method will get your calls answered, but the user-experience will be very limited, as many of the functions a business uses a PBX for, such as transferring customer calls to colleagues within the business, and internal 1:1 / extension-to-extension calling are impossible.

When working in a contact centre environment this becomes even more challenging as agent presence cannot easily be detected or call volume workload easily balanced.

To meet these challenges ContactOne have introduced a business continuity plan (BCP) product that is designed to work seamlessly with on-premise PBX platforms enabling seamless remote working. What is more ContactOne have ensured that there is a pathway to remove dependency for the on-premise platform should remote homeworking become the new norm.

By using our own softphone, costs have been reduced to the bare minimum with short-term plans available, all that is required is the ability to call forward from the main numbers in use to our service numbers. These service numbers are then used to reproduce the functionality of the on-premise PBX and ensure that companies can get back the full functionality of the phone system. All your employees’ need is an Internet connection and a laptop, smartphone, or PC, it’s that simple.

To support contact centre-style engagements an optional module supports full agent presence detection, live call monitoring and call recording. The BCP provides full reporting and real-time extension status monitoring.

We understand timing is everything, which is why our BCP product has been designed to be installed remotely with setup times as short as two days from receipt of order. The platform is also designed with longevity in mind, so can be transitioned to become the primary voice telephony platform, in most cases, by simply porting the existing numbers once the BCP is in place.

For more information on how ContactOne can turn your on-premise PBX to a fully functional agile / remote working platform contact us on 0330 880 4444 or email info@contactone.net.

https://contactone.net

ContactOne help Bierce Surveying rapidly transition to home working, without loss of functionality

 960 640 Stuart O'Brien
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With the recent outbreak of CoVID-19, and the need to protect staff, many businesses whose employees can work from home have been forced to implement, often untested, home working plans in substantially reduced timelines.

Bierce Surveying was faced with this challenge, having to transition all office employees to home working as fast as possible, including the call handlers within the multi-channel contact centre. The Digi Desk product is a cloud-based solution which is accessed by the user through an internet browser. All the user/s needs are a laptop or desktop computer an internet telephone or soft phone, which runs on the la top or desktop computer and a reliable broadband connection.

Nicholas Ainger, Bierce Surveying’s Managing Director, commented: “ContactOne rapidly reacted, initially offering comprehensive advice on how to configure the home working environment and subsequently working with us to move all of our staff to home working. This included the back-office team who were just using telephone extensions and the call centre Digi Desk users. Considering we had no homeworkers or experience, it was surprising how quickly we adapted to this, knowing that we are protecting our workforce as well as continuing to operate a good quality and professional service. All our inbound callers do not know we are working from home, which is a strong testament to the technology and partnership we have with ContactOne. Furthermore, our contact centre supervisors can visually see, in real-time, exactly what’s happening and, if necessary, listen in to calls to help agents as required.”

The Digi Desk contact centre solution that Bierce Surveying uses is a cloud-based service that utilises VoIP technology; it has been designed to natively support both office environments and any type of agile or home working; all that is needed is a reliable broadband connection. Fortunately all of Bierce Surveying’s employees, like many others around the country, all had reliable broadband, so the process was as simple as the agent taking home their desktop PC, monitor (or laptop) and phone, and then setting them up at home. With this approach Agents and back-office staff alike continue to work in the same way, with the same equipment and software meaning that everyone was up and running within an hour of getting home. Some as quickly as 10 minutes. This approach ensured customer/caller user experience remains unchanged, with end customers unable to distinguish between home workers and office workers. It also ensured rapid deployment and access as neither Agents, Supervisors nor Back Office staff needed any re-training.

One of the major operational benefits the management team has is the management information (MI) available, which covers every aspect of customer interaction, agent performance and key performance indicators (KPI’s) for the business. This enabled the senior management to understand how the current situation was impacting the contact centre in real-time as it unfolded.

Supervisors were able to manage the agents effectively as the supervisor wall boards show, in real-time agent statuses, whilst remote call monitoring enabled supervisors to eavesdrop on calls and whisper, helping less experienced agents to handle the more challenging calls, a key support mechanism for home working agents. As there is no limit on the number of wallboards that can be used, Bierce Surveying were able to quickly configure additional wallboards to meet the evolving needs, such as real-time call volumes by partner.

“As some of our partners who were less prepared than ourselves decided to close their offices, we were able, with the help of ContactOne, to instantly create additional voice routes into our now home worker base and assist them in maintaining their customer facing presence”, Nicholas added, “this enabled us to continue to offer an exemplary service to both our partners and their customers.”

Bierce Surveying Ltd provides a range of services to support energy saving/monitoring initiatives, surveying, property marketing, risk assessments and certified quality audits. They do this through several partnerships and some of the fuel poverty outreach schemes are monitored and audited by the energy watchdog OFGEM. ContactOne and Bierce Surveying have been working together for over 18 months. Bierce Surveying uses ContactOne’s Digi Desk cloud based multi-media contact centre platform. It allows Bierce Surveying to seamlessly work with their different partners using branding optimised for that partner. At a glance, agents can see which partner is contacting them, what the customer call is in relation to and deal with this interaction in the most efficient way. A key benefit to agents is that they can also see when the customer has contacted Bierce Surveying in the past across all the implemented channels.

To find out more on how the multi-channel Digi Desk solution works or if you would just like some advice on your current technology set up or working practises please call the ContactOne team on 0330 880 4444.

https://contactone.net

Dynamic FAQs improve customer experience and reduce customer contact

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By ContactOne

Today’s web users are increasingly relying on the Internet as a prime source of information and are more likely to use FAQ based solutions for answers. On the plus side this trend can be leveraged to reduce the propensity for on-line visitors to contact Agents.

The flip side of this is that the traditional static help centre solutions are not optimised to take advantage of this as customers often need to leave the webpage of interest to find help in the static FAQ section.

1 – Static Help Centre vs Dynamic FAQs

Dynamic FAQs, from ContactOne, address these issues by enabling the users to get the answers they need without leaving the page. The AI predicts users, queries based on contextually mapping web page content. Website visitors are then presented with a list of relevant help articles, without having to leave their current page.

This means that customers get instant answers to their queries without having to use the contact centre, resulting in positive impacts to the customer journey:

  • Site abandonment drops
  • Encourages self-service
  • Contact deflection increases
  • Sales conversion increases
  • Customer satisfaction increases

Our Dynamic FAQs include an intuitive search function based on partial keywords, phonetic matching, managed plurals and extensions with the returned results prioritised based on tags, titles, content and keywords. The self-learning capabilities and can optimise presented FAQs based on volume of page views and article rating. It also helps fill in gaps in the FAQs by reporting missed search terms.

2- Real-Time Widgets

Dynamic FAQs has several real-time widgets and reporting modules to show the usage and effectiveness of the FAQs. For each FAQ Supervisors can see both the total number of visitors to that FAQ, along with how many of those visitors went on to contact the contact centre. This enables FAQ answers to be optimised over time to meet the desired objective whether that’s to promote Contact, in the case of sales, or reduce contact in the case of level 1 support / customer service activities.

ContactOne’s Dynamic FAQ solution can be supplied as part of an integration with our own Omni-Channel contact centre platform, or as a standalone solution for use with existing Webchat, Email and Phone systems.

For more information on how ContactOne can help you encourage your website visitors to self-serve and improve the customer experience with Dynamic FAQs call ContactOne on 0330 880 4444 or visit ContactOne on the web.

INDUSTRY SPOTLIGHT: ContactOne

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At ContactOne we believe in creating more successful conversations by using true multi-channel / omni-channel engagements that enable business-to-consumer (B2C) organisations to communicate with their customers via the customers’ channel of choice.

Customers want to engage with a contact centre through their media of choice without unnecessary repetition of previous conversation elements…just one conversation across all interactions. Our advanced agent workplace does just that allowing the agent to view the whole, threaded conversation, along with the notes made during each communication. Consistent engagement across all media, along with sophisticated routing and a blended, universal queue makes it easier to upskill agents from a single media to interactions spanning all channels. Our platform includes all major channels including Voice, Email, Webchat, SMS, Facebook, Twitter and Trustpilot.

Contact centre managers want extensive, real-time information, with scheduled email reporting on daily, weekly and monthly trends. With a wide range of widgets our platform delivers data in a clear digestible format enabling contact centre managers to easily create, and share, real-time analysis wall boards to show information in a way that’s relevant to their business needs

Supervisors need basic information about calls in progress, contact centre / agent performance and real-time agent availability. Our supervisor dashboard widgets show this information and much more. They are optimised for the needs of the contact centre supervisor and, like the analysis widgets, can be combined by the supervisor to show the exact information required. Supervisors can even listen in on agent conversations and assist by whispering to the agent during the conversation if necessary.

Understanding what your customers think is a key element of the modern, B2C contact centre, which is why ContactOne’s Contact Centre platform incorporates both a CSAT module for real-time Voice-of-the-Customer (VoC) feedback along with a Monitoring and Engagement module for Social Media (Facebook, Twitter etc.) and Review sites such as Trustpilot and FeeFo.

Find out how ContactOne can help you have more successful conversations, contact us via phone 0330 880 4444 or email info@contactone.net for a free demonstration of our Contact Centre platform.

Company Website: https://contactone.net