All about the bottom line

Technology such as Interactive Voice Response (IVR) and speech recognition tools have revolutionised contact centres, enabling customers to quickly and easily process their requests without having to wait in queues for an available operator, saving time and therefore money as well.

Voice over IP (VOIP), which is the transmission of voice conversations over an IP-based data network, has made it possible for organisations to leverage massive savings, simplifying the network infrastructure by combining voice and data networks and simplifying maintenance procedures as well.

An IP contact centre leverages IP technologies to flatten and consolidate contact-centre infrastructure, removing expensive network charges and running many locations from one centralised set of applications. However, contact centres, as much as they rely on technology, are still about people and processes. Good operations blend people, processes, and technology into effective solutions that maximise customer satisfaction, cost control, and revenue generation.

At the end of the day, a contact centre needs to be well organised and well managed, and needs to fit in with the goals and objectives of the business, so that it becomes a revenue generating aspect of the organisation.

Improving efficiency and customer satisfaction through an effective contact centre can only help improve the profit margin. The bottom line is that contact centres are about just that - the bottom line.