Contact centres are continually forced to juggle initiatives designed to reduce costs with those designed to improve customer service. The largest portion of costs -on average, 70% - is incurred for staff salaries, so it’s not surprising that there is a concerted drive towards self-service in contact centres around the world. However, cost savings cannot and should not be achieved at the expense of customer service. With careful management, it is possible to achieve both – to offer self-service solutions that not only offer sound business benefits but also maintain and even improve the customer experience.
At Dimension Data, we’re on the cutting edge of technology trends and best practices in design and usability, and we have a deep understanding of how to make these competing requirements work in harmony for our customers.
Our self-service solutions automate interactions in a way that makes it easy for customers to navigate the service, complete transactions and access information across multiple channels. We are focussed on, and have proven expertise in, complex and innovative speech recognition and Interactive Voice Response (IVR) technologies. At Dimension Data, we are committed to offering our clients world-class solutions and services, which will enable you to deliver optimum customer service to your support base and grow your business.