Happy call centres boost profits

Software that improves customer service in call centres also improves staff satisfaction and performance

Telephony software that gives call-centre agents a fast, efficient platform from which to sell additional services to customers makes for a happy ship, and can boost business revenues by up to 15 percent.

So says Stacey White, CFO at call centre solution specialist Alcatel Genesys, who believes that a satisfied agent is more likely to produce a satisfied customer, and that proactive customer service can lead directly to new sales leads.

“High agent satisfaction correlates with consumer satisfaction, and we would like to get to the point where there is a direct link between companies making the investment and those enjoying greater financial performance and shareholder value benefits,” she said.

An example might be a mobile phone company that checks back with a new customer to talk them through setting up their voice mail, but uses the opportunity to offer another value-add subscription.

“Customer service in reality is a combination of service and sales opportunities. Though the direct intent may not be a sales call to generate revenue, our customers do see that as a huge side benefit,” added White.

She denied that unsolicited customer service calls can lead to lost business by alienating people, citing a recent Alcatel Genesys survey that suggested 90 percent of consumers welcomed companies that contacted them proactively if the call helped improve their relationship with the service provider.