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BT Next Generation Contact Centre: helping you enhance the customer experience
In a crowded marketplace like telecoms, you need to stand out. Flawless customer service can help you do that.
BT Next Generation Contact Centre (NGCC) is a virtual contact centre that helps you respond quickly and effectively to customers through a variety of communication channels. Importantly, BT NGCC matches the caller's needs to the person in your business with the required knowledge and/or expertise.
Customers have high expectations of contact centres: they want great service, first time, every time. Statistics, however, suggest that businesses are failing to deliver. Research by Bain & Company reveals that while 80 per cent of businesses say they deliver a superior experience, customers think that just 8 per cent come up to the mark. And when customer service fails to meet their expectations, customers go elsewhere.
Right first time
As the telecoms industry evolves with new and more diverse products and services, it's increasingly difficult for non-subject-specialists to deal effectively with some queries. If your contact centre has to call back, that is more expensive for you and reduces customer satisfaction. Failing to achieve first call resolution accounts for a minimum of 30 per cent of contact centres' operating costs (Yankee Group, 2009). And caller satisfaction is 35-45 per cent lower when you make a second call for the same issue (Customer Relationship Metrics, 2009).
BT NGCC helps you respond straight away to even the most complicated customer enquiries. Powerful routing capability enables BT NGCC to connect incoming contacts to the most appropriate available agent. Experts in different locations and countries - or even at home - can handle calls. And anyone in your organisation - including engineers, product developers or managers - can interact with customers. In this way, you can optimise productivity by making best use of scarce skills, wherever they are in your organisation.
Figure: BT NGCC
Because you can scale your customer service to meet fluctuations in demand, you can use agents more cost-effectively.
You can, of course, record and measure calls. In addition, BT NGCC's call-handling data lets you monitor and improve service-level performance.
Multichannel access
Remote agents log on to the BT NGCC hosted contact centre platform. Agents can use any telephone from any location to receive calls. Wherever your experts are, BT NGCC provides them, in real time, with the information they need to give an informed and relevant response.
Through BT NGCC's fully multimedia approach, you can seamlessly route voice calls, emails and text messages across your business, and use web conferencing for a more in-depth, personal dialogue.
Multimedia communication channels give your customers around-the-clock access to the full range of your organisation's expertise, through the medium of their choice. And with communication channels such as email and text costing less than traditional methods, and multichannel customers spending 20-30 per cent more than single-channel consumers, this approach directly impacts your bottom line.
BT's approach
BT manages Europe's largest multimedia contact centre - its own - handling 219 million a calls a year. We therefore understand how to run an efficient multichannel contact centre operation, and have already solved many of the challenges you now face.
Drawing on over 25 years of experience and over 4,000 contact centre deployments, we can help you unify your global resources into a scalable customer management platform. The BT Contact Centre Efficiency (CCE) Quick Start service enables you to understand how your contact centres are performing. BT CCE Quick Start identifies, prioritises and structures potential improvement areas, reviews the associated costs and quantifies the business benefits. We'll work with you to plan, design and implement an effective solution. We can advise on how best to manage inbound contacts or utilise self-service, and we'll help you create a single queue into your business. We'll also help you exploit up-sell and cross-sell opportunities.
What's more, we can deliver many of these services in the way that best suits you - on-premise, hosted, managed or outsourced.
BT NGCC is the shape of contact management in the future. It is the only truly global on-demand contact centre IP platform, and has physical platforms on three continents. BT's extensive global network provides optimum access to BT NGCC.
BT offers flexible pricing: per agent, per hour or per minute.
Global Inbound Service from BT
BT Global Inbound Services helps you to integrate multiple and geographically dispersed contact centres. It enables you to handle incoming calls quickly and efficiently, while ensuring callers are always directed to the most appropriate agent - whatever time they call.
It helps ensure all your contact centres provide a consistent level of service, as well as enabling you to use agents more efficiently, share workloads and take advantage of different time zones.
Find out more
For more information about how BT can help your organisation provide an exceptional customer experience, see our website: BT Next Generation Contact Centre, BT Global Inbound Service, or contact your BT account manager.
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