A modern contact centre should include the latest software to improve productivity and provide good customer service. Here are the top 8 must-haves for a contact centre.

1. 8 CONTACT
CENTRES MUST
HAVES

2. The Must Haves
2. Financial Stability
5. Trained Agents
6. CRM Software
4. Predictive Dialer
7. IVR Service
8. Self Service
1. Unified Communication (UC)
3. Disaster Recovery

3. 1
UC
WHAT IS UC?
UC stands for Unified Communication. It
is defined as the integration of all the
communication services used in
business and marketing.

4. HOW IS UC HELPFUL TO
CONTACT CENTRES?
UC integrates real time (chat and IP
telephony) and non-real time (email,
voicemail, fax etc) communications to
optimize business communication.

5. 2
FINANCIAL
STABILITY
Financial stability is an important factor
that a business organisation looks for in
other company to partner with.
FINANCIAL STABILITY
IN CONTACT CENTRE

6. NEED OF FINANCIAL STABILITY
A financially stable contact centre is well
trusted by its business partners,
employees and customers. It measures
the reliability and strength of a contact
centre.

7. 3
DISASTER
RECOVERY NEED FOR A
DISASTER RECOVERY PLAN
The objective of a contact centre is to
communicate with your customers. If
communication is interrupted it will
severely affect your business too, Hence, a
disaster recovery plan is required to avoid
any such situation.

8. BUSINESS CONTINUITY PLAN
A SOLUTION
It is a plan which ensures that your
business runs even during disasters such
as power outage, cyber attack or natural
disaster.

9. 4
PREDICTIVE
DIALER
WHAT IS A PREDICTIVE DIALER?
A predictive dialer is an outbound
contact centre software that
automatically calls the list of telephone
numbers.

10. ROLE OF A PREDICTIVE DIALER
Predective dialers intelligently dial
outbound calls to customers based on
inbuilt algorithms. It places the call when
an agent is available and at the best
possible time.

11. 5
TRAINED
AGENTS
WHY TRAINED AGENTS?
Trained agents undoubtedly perform
much better than the untrained ones. An
efficient agent is an asset to a contact
centre. Organisations which invest in
development of their employees are the
one which are performing well.

12. BENEFITS OF HAVING
TRAINED AGENTS
1. Improves confidence
2. Higher First Contact Resolution
3. Improves quality and performance

13. 6
CRM
SOFTWARE
WHAT IS A CRM SOFTWARE?
CRM is a software solution that helps the
contact centre agents access the right
information and knowledge about a
customer's history to improve the overall
customer experience.

14. HOW DOES IT HELP
A CONTACT CENTRE ?
CRM allows you to track all interactions
with a customer. This information
provides an insight into a customer's
journey with an organisation.

15. 7
IVR
SERVICE
WHAT IS AN IVR?
IVR stands for INTEGRATED VOICE
RESPONSE. It is a software that allows a
computer to interact with humans
through the use of voice.

16. ROLE OF AN IVR
An IVR interacts with the callers, collects
information and routes calls to the
appropriate recipient.

17. 8
SELF
SERVICE
SELF-SERVICE IN CONTACT CENTRE
With self-service, your customer is able to
resolve his problems on his own with
little effort. This reduces your company's
service costs also. It has been noticed
that customer satisfaction has also
increased.

18. NEED FOR SELF-SERVICE
IN CONTACT CENTRE
The need arises because customers today
aren't looking for help with their
problems, they are looking to solve their
problems themselves.

19. ABOUT US
Acefone delivers cloud-based
communication services such as -
hosted phone system, free phone
numbers and
We offer services that bring you
experience of customisable features
with cost-effective plans.
We believe in delivering innovation to
earn trust in our customers by ensuring
non-stop service and expertise in our
domain.
contact centre solutions.

20. CONNECT WITH US
To Know More, Please Visit:
www.acefone.co.uk
Or
Call Us at:
0800-084-3663

21. Top10callcentertechnologymust-haves
REFERENCES
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