Managing the hub of your customer service is no easy task—as your call centre grows, so too do the needs of the people that keep it running. We help businesses overcome the technological hurdles that they’re likely to face by offering a knowledge of intuitive and dynamic software that helps streamline workflows and maintain employee productivity. By using these tools to modernise the technological foundation that your call centre rests upon, you will be able to distribute work more evenly, minimise hold times for your customers, and keep all of your employees running at peak efficiency even during spikes
We help you achieve these lofty goals by providing comprehensive insight as to the viability of administrative dashboards, digital service centres, and multichannel customer support. Businesses who choose to follow through on this advice can expect to experience improved customer satisfaction and retention rates thanks to the simplified communications processes that they offer
Approachability, accessibility, and affability—making adjustments to the day-to-day operating practices of their call centres in order to embody these values will allow businesses to draw in more customers, which will in turn bring about greater profitability. It’s a difficult challenge, but when you work with Ruby Frame, you don’t have to
Keeping customers satisfied is hard, and it is made even harder when you have an ever-increasing number of service requests to deal with. No matter the strategies that businesses put in place, it often seems inevitable that consumers will experience lengthy holds, delayed processing of their calls, and extended periods of time sitting in frustrating queues as they wait for a qualified agent to become available. Thankfully, our tech-savvy consultants can guide you towards a sophisticated solution to all of these problems—call
One of the biggest innovations in customer service that is constantly being updated and refined, call distribution software is a tool that manages and processes your inbound phone calls by sending customer traffic to the employees that have the skills needed to offer satisfactory support. Rather than using linear distribution systems that serve customers on an inefficient first-come first-serve basis, the weighted solutions that this type of software can provide are capable of drastically reducing the turnaround time of requests by improving the rate at which calls are handled and resolved. This allows your employees to more effectively use their time and skills, which improves their productivity by allowing them to meet the needs
Regardless of whether you are thinking about making use of on-premise applications or cloud-based software, turning to Ruby Frame Solutions will provide you with the necessary insight to ensure that your choices are
While expanding your call centre can help you meet the needs of a greater number of customers, each new employee makes life more difficult for the individuals responsible for managing them. Cutting-edge administrative portals act as a solution to this problem by offering intuitive and feature-complete dashboards that enable quick access to a number of different statistics and metrics. Thanks to its multi-user capabilities, all of your managers can consult, sort, filter, and search through all of the aggregated data in order to assess the effectiveness and productivity of both single employees and entire
Even when things are not quite working in the way that you expected them to, the real-time dashboard updates will allow your leadership team to come to rapid solutions in order to put you back on the right track—alter the routing of your calls, distribute workloads based on time of day or lean on your most experienced support specialists when you’re understaffed. All of this can be achieved instantly thanks to the on-the-fly decisions that these administrative
One of the biggest issues plaguing call centres today is an inundation of customer information—names, account details, transaction histories, and more all flood corporate servers. Moreover, as businesses expand and begin to offer new services, they will experience a much greater variance in the requirements and complexity of each support request. This is why the ability to manage and process customer information will be of the utmost importance for call centres moving forward, since any inefficiencies in this area will greatly reduce the speed and success rate
By taking advantage of powerful customer relationship management software, businesses will be better able to deal with the headaches of the information age by compiling an extensive and intuitive database of consumer data. This offers your service representatives a complete and detailed record of client accounts that is instantly accessible the minute any call is transferred over. More importantly, this software can be easily integrated across all of your support channels—phone, web, and social media representatives can all access the unified information
Running an effective call centre requires streamlining ancillary processes in order to place a greater emphasis on the needs and interests of each of your customers. CRM software can do all of this and more by simplifying data retrieval, thereby eliminating the need for clients to repeat information every time they call or chat with one