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VIRTUAL CONTACT CENTRE
Virtual Contact Centre is a fully hosted and managed contact centre
solution, offering a complete suite of next-generation and traditional
call centre capabilities, previously available only to the largest
enterprises. Rogers offers peace-of-mind and proven reliability with
our fully-hosted, scalable, telco-grade infrastructure. Focus on your
core business with your existing agents while enjoying Virtual Contact
Centre's expanded functionality and speed to market.
View PDF brochure
Benefits
Eliminate high capital cost
- Premise-based call centres require
significant capital investment to deploy hardware and software, and
operational costs such as technology maintenance, real estate and
agent-related overhead. With Virtual Contact Centre, enjoy the benefits
of next-generation call centre features without the prohibitive costs.
Tailored for organizations with limited budgets and internal expertise,
Virtual Contact Centre brings the impossible within reach.
Maintain Customer layality
- Proactively manage unpredictable call
volumes due to marketing promotions or seasonal fluctuations. Remove
the costs of idle resources and avoid frustrating valued customers with
long hold times. Virtual Contact Centre is your contingency plan to
retain customer loyalty and secure revenue opportunities.
Increase egent efficiency
- Whether your agents are located across
multiple call centres, time zones or work from home, distance is not an
issue. Unify all agents in a single "virtual" queue, automatically
routing calls to an available agent wherever they may be. Load-balance
calls with skills-based routing and dramatically eliminate idle agent
time, increasing agent productivity by up to 40%. At the same time,
reduce cost per call and decrease caller wait times by as much as 55%.
Improving hiring practices
- In some regions, hiring qualified,
affordable agents can be a challenge, while other regions have a
surplus. Since Virtual Contact Centre routes calls to your agent pool
regardless of their location, you can now improve quality of service
and lower cost by staffing appropriately and strategically.
Details
Virtual agent login
- More and more companies are leveraging
the workforce who want or have to work from home, bypassing the
infrastructure costs of utilities, office space and Internet access to
the agent. IDC reports that traditional call centres cost $31 per
employee, per hour (including overhead and training), compared to $21
per employee, per hour, for virtual agents. With Virtual Contact
Centre's call monitoring and control technology, call centre managers
can staff and manage agents remotely. Agents simply log in from any
phone and are immediately ready to receive calls in queue. The call
centre manager can even change the terminating number should the agent
location change. This is a win-win solution for a growing labour pool
of qualified retirees, parents and disabled individuals who prefer to
work from home.
Real-time updates
- With real-time, web-based call
monitoring and administration, make proactive and actionable decisions
to ensure service levels are met for every customer. Whether you change
call routing based on long hold times or include an emergency message
to inform your customers of their status, reduce abandoned calls and
improve call centre efficiency.
Virtual recording studio
- With enhanced voice solutions, your
organization has access to our professional voice talent to ensure each
call is greeted in a professional, courteous manner, consistent with
your brand image. Additionally, each name can be personalized by
recording over the default text-to-speech voice.
Rapid deployment
- In many cases Rogers Enhanced Voice
Services can be deployed in as little as two weeks, providing near-term
business benefit and return on investment.
To learn more or to set up a no obligation consultation,
please email Darelle Mitchell at darelle@cellcomwireless.com
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