Acando has structured methods for setting up the processes for Contact Centers and for measuring and managing these operations. The result is an operation where resources are used at an optimum of its capacity. Regardless of whether you run the Contact Center or if you have it outsourced.
A Contact Center can be used for many things – for example inbound for customer service and initiated sales and outbound for sales and CATI market research. There are many questions, such as: What parts should be automated? What should be handled over the phone? What issues are suitable for e-mail? Is chat responses something for us? How to set up an IVR? How long can a customer wait on before it is too long? How is a service oriented organization built, and how can we decrease the sick-leave numbers?