Call Centre Solution

The classic view of a call centre is a department or office in which incoming and outgoing telephone calls from both new and existing customers are handled by a team of advisors or agents. Think of it as a centralised location to manage a large volume of enquiries by phone.

A call centre manages issues as diverse as technical support, complaints, queries about products or services, setting up of meetings with company representatives, and the like.

Even though many people tend to use these two terms interchangeably, a contact center solution is more focused on providing an omnichannel customer experience. This means that agents can deal with customers using their preferred channel of communication whether that is phone, email, social media, the company Website, text, and so on.

Typically contact centres are outsourced to specialists although the trend in recent years has been to use third-party experts for call centres as well.

Call centre software enhances the traditional call center solution by providing detailed agent reporting and analytics in real-time, customised integration into a variety of platforms, call queuing systems, phone call recording, and trend analysis over multiple intervals.

Generally, a PBX is an ideal solution for employees to communicate with each other and to make the occasional outbound call. Inbound calls come through a switchboard that routes the call to the appropriate employee extension whether on-site or remotely through a cloud-based PBX solution.

However, if the company is looking for a more dynamic solution for customer service and sales functions, then a call centre service is the option to go for. A cloud-based call center service provides businesses with a more flexible solution to handle variations in call volume in a cost effective manner.

Cloud-based call centres are web-accessible platforms designed to manage customer calls and interactions. These services are hosted in the cloud and can be accessed from virtually anywhere, removing the need for a physical infrastructure, reducing operational costs and increasing scalability to support evolving customer experience strategies.

While this largely depends on the strategy of your company, having a call centre integrated with the rest of business ensures the agents have a comprehensive view of the customer. This greatly improves the customer experience as well as how effectively an agent can service queries.

Similarly, by providing the rest of business insights on customer engagements, more employees will get a clearer understanding of end user requirements and pain points.

As the requirements for each organisation are unique, please complete our enquiry form and one of our expert consultants will contact you about the best call centre solution in South Africa.

Currently the call centre solution is only available to our South African customers.