Drive revenue and retain customers

Call centers, or the more modern term 'contact centers', connect customers with the person best able to respond to their request. Reasons to integrate a contact center into your organization include:

• Smart call routing to reduce the time customers wait to talk to you, and to ensure they talk to the right person the first time.
• Useful reporting such as call volumes and durations, so staffing levels and performance can be monitored and effectively managed.
• Integration of voice, email, instant messaging and fax messaging, so customers have a variety of ways to communicate with you.
• Remote virtual private network (VPN) access letting staff login via the internet from anywhere there is a high speed connection.

Morefield designs, installs and services contact centers manufactured by Cisco, Nortel and Iwatsu. We also offer a variety of applications and call accounting tools for contact centers of all sizes. There are more details below.

 

Management Tools
If you can’t measure it, it didn’t happen. Reporting tools can help:

• Benchmark agent performance.
• Provide information for effective individual evaluation.
• Provide statistics to support strategic planning.
• Help market the success of your contact center to customers and prospects.
• Present play-by-play coverage of traffic load, agent performance, and anomalies.
• Speed response to challenges with real time displays. Managers can react quickly and effectively when they know in real time what is happening.
• Give managers tools to create, manage and promote customer service.

Productivity Tools

• Privacy masking solutions use audio technology to create privacy within an open area, reducing noise, and increasing productivity. Agents can focus on serving customers without distractions from other cubicles, background conversations, and equipment noise.
• Network technologies ensure speedy access to applications so agents can complete transactions while on the phone with each caller.
• Easy access to information allows agents to optimize call time and manage work loads when they know callers are waiting. Wall boards, PC applets, and scrolling marquees on desktops empower agents with the information they need.

Telco Services

• Supports the business mission.
• Our Telco specialists work with you to ensure that your organization has the most cost-effective and mission-specific lines and network features to support your agents and customers.

Contact centers are an effective way to improve customer service, and use your staff resources effectively. If you are interested in learning more, please contact us for free, no obligation review of your needs.