Contact Centre Solutions

The next generation of Contact Centres offers

efficiency and cross platform management

With over a decade of experience of delivering robust contact centre solutions to a range of industries, incovo use this experience in designing and process efficiency, we are able to improve the customer's experience. The continuous development of technology has meant that customers now use a broad range of communication channels to interact with businesses such as social media and webchat and incovo have been able to utilise these platforms to provide bespoke end-to-end solutions.

The next generation of Contact Centres

Digital multi-channel customer service channel is now an established and expected means of customer service and if you are not offering a variety of interaction channels then you could face falling behind competition as these become the more commonplace.

email

webchat

SMS

Video

Social

Improve process performance

Agent performance can be improved and resources directed appropriately with the use of historic and real-time analytics.

 

Business Advocate - Customer support processes can be aided to give preferential priority to specific queries or customers

 

The use of a single interface to manage up to 6 interaction channels

 

Deploy and manage with ease with a single interface that allows for:

 

System Set-up

Agent Configuration

Assigning Skillsets

Performance Reporting

Managing Contact Flows

To find out more about implementing

a shift to the next generation of

call us 0845 450 8400

Speech Analytics

incovo are able to offer the latest in speech analytics software that utilises phonetic speech tools to identify key words and phrases within call recordings. These words and phrases can then be logged and searched to help build performance and insight analytics, monitor quality assurance, and manage and mitigate risk. Use the data to identify and address any problematic areas, and make the changes needed to deliver a premiere customer experience.

incovo Contact Centre Process Analysis

incovo have a tried and tested method for Contact Centre process improvement

Study

Design

Test

Adjust

+

Deploy

Evaluate

10 years experience of all of the above to ensure an end-to-end solution

A typical incovo CC process efficiency plan

1

IVR

Call verification - identify caller requirements at the start of the call to minimise waste.

2

APP

Website app for callback during high call volumes.

3

Self-service - Adding other channels to help alleviate caller queuing.

4

Call overflow - redirecting calls at peak volumes to increase capacity and reduce waiting times

5

Combine feedback + monitoring to maximise staff training and efficiency

=

+

Customer Satisfaction

Increased

Revenue

incovo

5 Naysmith Court

Houston Industrial Estate

Livingston

EH54 5EG