Experience

Many companies want to implement Customer Relationship Management (CRM). CCSI views CRM as a strategy that involves a holistic approach to customer relationships.  It cannot be achieved by merely implementing a technology platform or CRM software.  CCSI believes that CRM is a strategic decision by a company to win customers, build relationships by understanding them and ultimately to keep them as customers for life.  CRM involves a shift in a company's mentality and in some cases, its philosophy, to actively engage a customer and to provide a point of contact.

CCSI has the ability to provide consultation to build your CRM strategy and to implement solutions for your call centre's development and improvement.

Effective call centres rely upon a combination of:

•  Well managed operations

•  Robust technology and telecoms

•  Appropriate people management and development

CCSI works with your Company to identify the best solutions in one or all of these disciplines.

We will work with you to develop and improve existing operations.  We can advise and project manage the setting up of an outsourced call centre - we can help you decide which option is best for your business.

Our tandem approach ensures that we share and develop knowledge with you and your staff so that our solutions become an integral part of your day-to-day operations.

What Makes A Good Contact Centre?

"A Contact Centre is only as good as the people that run it."

They can be the difference between its success and failure. An effective Contact Centre is run by highly experienced managers skilled in administering workflows and controlling costs, and who are fully conversant with the latest communications technology. Above all they must be capable of managing and motivating the front line operators.

It's a place where Team Leaders show true leadership qualities: setting business goals, managing work priorities and offering practical advice and encouragement to their colleagues in the workplace.

Agents, of course, are the first point of contact with the customer. It's vital, therefore, that they create the right impression by engaging in positive dialogue. They need to gain the customer's trust, establish their needs and convey the right information or close the sale. Above all, a good agent needs to leave the customer feeling satisfied that the call has been dealt with competently.

In today's high-tech Contact Centre, all staff must be well trained and well motivated. They need to be acutely aware of their responsibility in representing a company or organisation and confident and capable of dealing with customers' needs.

If your Contact Centre does not meet these criteria, you have to ask: "How good is it, really?" More importantly, you need to consider if its deficiencies could be undermining customer confidence and affecting your business performance.