Call Centre Systems
Customer experience has fast become a top priority for businesses which are anticipating to build and maintain a perpetual growth trajectory. With 89% of businesses soon to be expected to compete mainly on customer experience, organizations that take customer experience seriously will stand out from the noise and win loyal customers over.
So many companies are focusing on the customer experience aspect of digital marketing. The trend is clearly showing that customers no longer base their loyalty on price or product. Instead, they stay loyal with companies due to the experience they receive.
If you cannot keep up with their increasing demands, your customers will leave you.
In view of this, customer experience is becoming a key differentiator because it was noted:
- 86% of buyers are willing to pay more for a great customer experience
- 73% of buyers point to customer experience as an important factor in purchasing decisions
- 65% of buyers find a positive experience with a brand to be more influential than great advertising
Furthermore, recent studies have found out that by the year 2020, customer experience will overtake price and product as the key brand differentiator.
Call Centre Systems
Call Centre solutions is an integral part of the customer experience. Businesses can leverage on this service as a key to unlocking this business growth potential.
In order for your customers to like you, you should know them very well, and then use this knowledge to deliver personalized experiences that will entice their loyalty. Yet gaining this in-depth knowledge about customers isn’t something that just happens. You need to collect customer data and bring out valuable insights from that data with speed and precision.
It doesn’t matter what kind of business you’re in – improving the experience for your customers is the key to increasing retention, satisfaction and revenue.
This is where call centres become handy as an effective tool to bridge the gap between marketers and customers.
Our call centre solution offers modernised features and functionalities that will add onto your organization’s competitive advantage.
Pulsmade Call Centre Solution Overview
Pulsmade Enterprises Call Centre Solution is a powerful and feature-rich Omni-channel contact centre implementation designed to optimize the handling of inbound and outbound calls for any organisation.
The following are some of the service features offered by our solution:
- Efficient call handling
- Customisable reports
- Skill based transfer
- Free seating
- Interactive Voice Response (IVR) Systems
- Automatic Call Distribution (ACD)
- Advanced browser-based interface
- Multi-channel capabilities
- Campaign management
- Visual dashboard & supervision
- Call notification popups
- Voice recording
- Do Not Disturb (DND)
- External CRM integration capabilities
Our solution can also be utilised as a powerful telemarketing tool to promote various offers, promotions and value added services to customers. Furthermore, it can be used to mine customer data information that can be used to personalize customer experience and increase brand loyalty.
Implementation of the automated computer telephony integrated application leverages the call centre capabilities and thereby enhances customer satisfaction resulting in increased revenue opportunities.
Pulsmade Inbound Call Centre Solution offers the following benefits:
- Automatically attending incoming calls
- Handles customer requests quickly
- Facilitates smooth helpdesk management
Comprehensive reports and statistics of incoming calls are available to the supervisor for agent performance analysis and increased. With proportional routing, call processing time is faster and call centre agents can deliver highly personalised experience to customers. This significantly streamlines call centre operations.
Pulsmade Outbound Call Centre Solution offers the following benefits:
- Telemarketing services
- Lead generation
Supervisors can view the real-time status of the predictive dialling, they can add, modify or delete campaigns, record the interactions and view the comprehensive reports.
Outbound calls can also be connected to an agent for an elaborate assistance.