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Applications at ACC

The Understanding

Call centres are facilities that are specifically set up to manage telephone calls from customers. They are intended to provide orderly cost efficient telephone-based services. They serve as the primary telephone interface with customers for specific services provided by the agencies. The call centres have structured environments where calls are handled by a group of skilled professionals who provide the service required by the caller or transfer the call to someone designated for that purpose.

Organizations need to purposefully monitor and analyze the performance of their call centres to ensure the benefits are realized at reasonable cost to them. Each call to a call centre is a 'moment-of-truth' for a customer's perception of the agency. The impressions made by a call centre on a customer are a significant contributor to whether benefits are delivered at reasonable cost to agencies.

The key customer benefits of the call centres include:

In the support scenario or visitors having difficulty with a web site scenario, the callers can often become frustrated, irate and abusive whilst also becoming disillusioned with the company/service. With the ability to handle multiple chats, the wait time can be reduced therefore improving the customer experience/ liaison. Operators generate new ideas for the clients, design/suggest campaigns for them based on the new functionality that can be offered to them.