Service and Support contact centres assist customers who are seeking information or trying to resolve an issue. They are also a form of technical support or “helpdesk” for employees. Good service contact centre can increase loyalty, reduce customer effort, deflect inbound calls, and drive profitability. Most of the time, companies proactively engage the contact centre by leveraging automated outbound communication channels.
|Missed service levels (across channels)||
|Missed SLA or lower customer loyalty after customer contact and fulfilment of a long running business process||
Our solution can help your contact center to measure Key Performance Indicators (KPI). such as first contact resolution, average handle time per interaction, customer satisfaction, abandonment rates, service level adherence. Core Objectives for this contact centre type are: Deliver on the brand promise and provide a degree of service that matches, or exceeds your customer’s expectation; Constantly manage the balance between service provided and the cost of delivery.