5 Tips for Reducing UK Call Centre Costs
Save money / Improve efficiency
(1) Make the most of your data
In recent years, it has become increasingly difficult for contact centres to improve the contact rates that they are achieving with their data. One of the main reasons for this, is that in general people simply don't like answering cold calls. As a consequence, individuals will typically only answer calls from telephone numbers that they recognise. The new Dial Sure service from Nexbridge is able to overcome this increasingly problematic issue by automatically changing the outbound CLI (Caller Line Identity) of the contact centre making the call to a number that is recognisable to the recipient of the call. For example, if the recipient of the call was in Cardiff, the number that would display on their telephone would be 02921.
(2) Switch provider for reduced call charges
Due to the emergence of
(3) Implement automatic call distribution features
By using call management features to automatically distribute calls, it is possible to achieve huge efficiency savings for your call centre. For example, in the event of a service disruption for your customers, it would be much more beneficial to play callers an announcement message to acknowledge the issue and ask them to call back later, than have your agents speak to every customer that calls in regarding the issue. Similarly, by using an IVR (Interactive Voice Response) menu, a contact centre can filter calls through to the appropriate department.
(4) Use cloud based solutions
Over the past few years the significant increase in cloud solutions has been hard to ignore. The main reason for the popularity of these services is the fact that it negates the requirement for hosting services on site at the call centre, which removes the associated provisioning, operating, and maintenance charges. This means that for many contact centres, cloud based solutions are a much cheaper, and therefore, more attractive proposition.
(5) Ensure regulatory compliance
Given the heavily regulated nature of the contact centre industry, it is now more important that ever to ensure that you don't fall foul of the regulator and incur increasingly high fines. By using services such as TPS Compliant by Nexbridge, you can ensure that you don't breach PECR by calling TPS / CTPS registered numbers by checking the number called before the call is connected. Numbers that are registered to TPS / CTPS are rejected by the TPS Compliant service.
Technology
- ISDN to SIP Conversion;
- Industry leading space saving hardware and flexible software configuration to allow PBX ISDN call setup configuration variants to be accommodated;
- Ease of connectivity to the Nexbridge core network to allow full access to additional feature rich services;
- ISDN Failover solutions;
- PBX inbound calls handled seamlessly.
