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Running a Contact Centre

Keeping agents engaged, improving customer experience and lowering costs at the same time is the holy grail of call centre management. We provide the solutions so you can achieve this.

Challenges

Here are just a few of the challenges that businesses face when running a contact centre:

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Keeping Costs Low

Agents make up the highest percentage of your call centre costs. Shortening AHT, increasing automation levels, and improving FCR all help reduce your operating spend.

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Agent retention

We lower agent attrition by eliminating repetitive tasks such as ID & V or taking payments. Our survey application also enhances morale by enabling you to reward your highest performing agents.

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Providing a Good Customer Experience

Performance Telecom design customer-centric products in consultation with our clients – this means personalisation is inherent in our approach, putting us on the cutting edge when it comes to Customer Experience provision.

Solutions

Improving FCR

We help you resolve queries as quickly as possible, improving customer experience and reducing your costs. This is done through an artificially intelligent IVR which directs callers to the most appropriate agent – among other unique solutions.

Reducing Repetitive Tasks

It takes 40 seconds to manually verify a customer, on average; this is repetitive and de-motivating for agents. With VoiceGuardTM, the process is taken completely out of the hands of the agent and customers are only put through once they have been automatically verified.

Personalisation

We design all our applications with the customer experience at the forefront of our minds. In practice, this gives each customer a unique experience from ID & verification right through to post-call survey.

Products

We provide a whole suite of products which improve the ways that businesses run their contact centres. Here are just three of them:

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Transform

Transform’s artificially intelligent IVR reduces friction faced by the customer when they call your business by routing them to agents based on their previous activity.

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inSurveyTM

inSurveyTM helps businesses who want to learn what their customers think, using a truly unique approach that eliminates cherry-picking, engages agents and ascertains the truth.

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VoiceGuardTM

VoiceGuardTM helps businesses who want to verify callers’ identities by automating the process, reducing manual verification, enhancing security and improving the caller’s experience.

Videos

Want to see more? Take a look at our 1 minute explainer videos


Transform the artificially intelligent inbound call solution, Transform is multi carrier and runs above your existing system to bring you the very best IVRs.


VoiceGuardTM is the only turnkey voice biometric identification system available in the UK, a complete product and service that is ready for immediate use with any telephone system.


inSurveyTM is the only multi-channel survey tool that brings you your customers' truth.

Clients' Testimonials

The best way to be assured is to hear what other say about us

Logo Bakker
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The Performance Telecom automated solution represents our first dive into this area of new technology and we've been extremely pleased with the close support, ingenuity and attention to detail from PT in creating and rolling out this imaginative solution.


Peter Fidler, Logistic Manager, Plantiflor Limited
Logo Reuters
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After working with BT for many years, we ported our numbers to Performance Telecom in 2003. The difference in customer service and solution delivery has been remarkable. They've worked with us to help develop our inbound call handling and a 'real time' disaster recovery solution.


Russell Metcalfe, Thomson Reuters
Logo Caribbean
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We have worked with Performance Telecom for over 5 years and in that time we have worked through many changes in the telecoms environment. PT have completed this without issue and with clear timescales. The results meant that the use of our NGN services has been something I need not worry about.


Martin Camp, IT Global Infrastructure, Royal Caribbean and Celebrity Cruises
Logo Paragon
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The Paragon Group of Companies and Performance Telecom have been working together since 2007 for the supply of inbound telephony and DR services for several operational departments within our organisation. Through this we have forged a successful partnership.


Phil Botham, Director of Strategic Development, The Paragon Group of Companies
Logo Thane
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Having worked with Performance Telecom for over three years now, I can sincerely say that it has been a pleasure. The level of professionalism and service, coupled with the fantastic advice and efficient support that we have received, has been invaluable to our company.


Daithi O'Donnell, Customer Service, Sales and Operations Manager, Thane Direct

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