Tài liệu Call Centre Solutions ppt

Call Centre SolutionsSTRUCTURED CABLING SYSTEMS TAILORED TO YOUR BUSINESS NEEDS Call Centres are implementing the latest technologies to ensure that customers get fast, efficient and eff

Call Centre Solutions

STRUCTURED CABLING SYSTEMS TAILORED TO YOUR BUSINESS NEEDS

Call Centres are implementing the latest technologies to ensure that

customers get fast, efficient and effective service while providing

businesses with increased customer retention and market share at the lowest possible cost It is the seamless integration and reliability of these technologies that is critical in enabling call centres to successfully carry out these functions

That’s where ADC KRONE’s structured cabling solution can make a

difference ADC KRONE has developed a cabling solution that can support all your current technologies, and that has the flexibility and bandwidth to accommodate the technologies of the future This is a cabling system built

on ADC KRONE quality, guaranteeing you the systems security and

reliability vital for the provision of consistently efficient customer service PERFORMANCE YOU CAN DEPEND UPON

Fast, efficient customer service has become increasingly important to the success of companies today Consumers now have little tolerance for poor

or slow service, and will take their business elsewhere This trend has formed obvious concerns for businesses and has lead to the global growth and development of call centres with a view to increasing customer loyalty and satisfaction levels To lift the level of service and responsiveness of call centres to where they are today has required the constant

implementation of new technologies and applications

Although these technologies are often critical to the provision of timely and efficient customer service, rarely is much consideration given to the infrastructure upon which the reliability of these technologies depend - the structured cabling system

Network downtime can be disastrous for a call centre, making it

impossible for agents to access client files and handle customer queries, leaving customers inconvenienced and frustrated Few people realize that 70% of network downtime can be directly attributed to cabling faults Therefore, although the structured cabling system only represents around 5% of your IT investment, it pays to install a quality system that will give you peace of mind

The ADC KRONE structured cabling solution does just that It far exceeds the Category 5 performance specified by the Australian Standard (AS/NZ 3080), and has been designed, tested and manufactured using the most stringent and exacting processes and procedures, ensuring maximum performance and dependability ADC KRONE has always strived to achieve the highest levels of quality – an attribute recognised and rewarded with ISO9001 certification

PEACE OF MIND FOR THE FUTURE

Call centres were initially set up by companies to improve their ability to respond to the large volume of incoming calls from customers This role has expanded considerably over time to include functions such as

telesales, customer development, database management, and providing businesses with crucial information regarding their customers purchasing patterns and preferences As these functions have expanded so too have the number of new applications being introduced by call centre

management to carry them out effectively

For this reason when investing in a structured cabling system you need to think beyond the applications you are running today, and consider

whether it will cope with the demands of emerging technologies The ADC KRONE structured cabling solution has the capacity to do both

ADC KRONE experts can assist you to design a structured cabling solution that can support your computer network and all the applications of a

modern call centre These include the Automatic Call Distributor (ACD), Interactive Voice Response system (IVR), ACD management information system, Workforce Management System (WFMS), and Computer

Telephony Integration (CTI), including predictive dialers As call centres in Australia progressively move towards becoming Customer Interaction Centres, implementing broadband services such as internet facilities and links to video kiosks, you can be sure that the ADC KRONE cabling solution you install today has the flexibility and capacity to handle these and other developing applications

COST SAVINGS THROUGH SYSTEMS INTEGRATION

Not only can the ADC KRONE structured cabling solution support your network and call centre technologies, but also has the capacity to

seamlessly integrate your building management systems, including heat, vent, and air conditioning controls (HVAC), as well as lift controls, lighting system controls, security alarm, access control and video systems ADC KRONE can help you design a structured cabling system that will

effectively turn your call centre facility into an intelligent building, doing away with the expense of installing and maintaining multiple wiring

systems The integration of your building management and

communications systems will reduce your facilities operating costs by 30%, allowing you to deliver customer service at a lower cost per

transaction making your business more competitive and profitable That is

a sizable financial benefit when you consider that a building’s operating costs have been calculated to represent 50% of a facility’s total cost over it’s 40 year cycle, while initial construction only represents 10-12%

The reality is that by reducing your facility’s operating expenses by 30% each year, your company will have saved more money during the

building’s life cycle than it cost to originally construct

The benefits are not just financial An intelligent building allows building management services such as temperature control and lighting to be flexible and responsive to the needs of employees thereby creating a more comfortable working environment By creating the optimum working

environment you will increase staff comfort and improve your employee retention rate

A common cabling infrastructure also makes cable administration,

configuration, problem management and fault finding easier These

features contribute greatly to increasing the efficiency or your call centre, and to improving staff productivity, creating more time to focus on

customer needs

ADAPTIVE TO THE CHANGING NEEDS OF YOUR CALL CENTRE

Call centre staff generally operate in an open office environment, grouped together in clusters of varying sizes and configurations The structure and layout of these clusters can be influenced by the nature of the call centre; whether it is an in house group dealing with one product range through to

an out sourced operation with dedicated staff groups dealing with the products and services of many different companies Regardless of the workstation configurations, grouping, or size, of your call centre the ADC KRONE solution has the flexibility to accommodate any changes in layout from relocating existing clusters to adding entire new ones

ADC KRONE has designed a cabling systems that allows you to make quick easy reconfigurations without having to re-cable all the way back to the floor distributor, ensuring the minimum of disturbance and inconvenience

to your business So whether your call centre is growing in its staffing requirements, or needs reconfiguring due to the winning of new clients or the introduction of new products and services, you have a cabling

infrastructure that will adapt to your changing environment

PARTNERS WITH YOU FOR THE LONG HAUL

ADC KRONE not only provides you with a call centre solution tailored to your needs, but will also assist with ongoing expertise throughout every phase of the project and beyond ADC KRONE provides a number of

services including design and project management, health checks to

identify and rectify systems problems, planned regular maintenance

services, and the design of programs to handle emergency and disaster situations

A WARRANTY THAT HAS YOUR FUTURE COVERED

At ADC KRONE we don’t just make idle promises about the performance and quality of our structured cabling solutions, we issue rock solid

warranties, guaranteeing their performance for up to 20 years Every ADC KRONE installation is backed by a product and systems warranty tailored

to suit your call centres specific needs ADC KRONE in conjunction with one of its’ first class installation partners will guarantee that the

installation will support any call centre, building management, data and

voice communications protocol for the length of the warranty period That’s right, up to 20 years! So now you can have complete peace of mind

BENEFITS THAT PAY

As a call centre manager you need a reliable cost effective cabling solution that integrates your voice, data, building management, and call centre applications, and that offers flexibility and maximum functionality You need a solution that will expand to meet the demands of future call centre technologies and that protects your investment for the long haul The ADC KRONE structured cabling solution for call centres meets all these criteria With such a range of benefits including flexible finance package options, and a warranty that gives you complete peace of mind, it’s easy to see why a partnership with ADC KRONE is a partnership that pays