What does a contact centre do?

A contact centre is as the name suggests a point of contact between the customer and a client. The contact centre handles everything from technical support to customer service related enquiries, and many other duties as required by the client.

What is the difference between a call centre and a contact centre?

A call centre is similar to a contact centre (you could consider a call centre a function of a contact centre) but only services inbound and outbound calls.

What are the different types of contact centres?

Contact centres can have a variety of functions. Some handle only inbound calls, some only outbound. Many modern contact centres are now omni-channel, which means they handle enquiries and support in different mediums, ranging from online chats to phone calls.

Why is the contact centre so important?

A contact centre is the primary point of contact between a business or brand and their customers, which is why it's crucial customers feel listened to and understood, and have their issues or questions resolved quickly. A contact centre is important as it's an opportunity for a business to interact with its customers and have a positive, lasting impact.

Contact Center Operations

In today's ever-evolving world of customer engagement, businesses frequently encounter a diverse range of challenges that demand strategic solutions. From cultivating enduring customer relationships and optimising revenue streams to effectively managing recovery and navigating through hardship, we've engineered our services to cater to the unique requirements of contact centre environments.

Our global team of dedicated professionals is committed to delivering outstanding results and consistently exceeding your contact centre objectives. With our comprehensive approach and tailored solutions that harness advanced technologies, we're here to help you unlock your full contact center potential.

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Leading courier and freight provider reduces AHT by 56 second while also lowering costs

A global leading courier and freight service wanted to improve efficiencies and reduce their cost to serve by making live chat their channel of choice.

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Promote contact centre engagement by elevating customer experiences.

Leading courier and freight provider reduces AHT by 56 second while also lowering costs

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