Tài liệu Case Study - Call centre docx

CASE study KRONE (Australia) Holdings Pty Limited 2 Hereford Street Berkeley Vale NSW 2261 PO Box 335 Wyong NSW 2259 Phone: 02 4389 5000 Fax: 02 4388 4499 Help Desk: 1800 801 298 Email: kronehlp@krone.com.au Web: www.krone.com.au Jo No 5506 06/03 What Lies Beneath Good customer relations requires good connections Fast, efficient customer service has become increasingly important to the success of all organisations today. Consumers have little tolerance for poor or slow service, and have no hesitation in taking their business elsewhere if they are not satisfied with the result of their first call. This trend has created obvious concerns for businesses and has lead to an explosion in the global growth and development of call centres devoted to increasing customer loyalty and satisfaction levels, while at the same time reducing the costs associated with over-the-counter face-to-face services. The level of service and responsiveness of call centres has meant 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 depends – 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 realise that 50 per cent of network downtime can be directly attributed to cabling faults. Although the structured cabling system only represents around 3 per cent of your IT investment. It pays to install a quality system that will give you peace of mind. Future-proofing 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. KRONE experts can assist you in designing 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 must be sure that the cabling solution you install today has the flexibility and capacity to handle these and other developing applications. Australian organisations whose call centres have used KRONE's network cabling connectivity solutions include: Qantas, Ansett, Aussie Home Loans, Medibank, Primus, RACQ, Saville and Virgin Blue. Systems integration While the structured cabling solution supports your network and call centre technologies, it should also have 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, turning your bricks-and-mortar assets into "intelligent buildings". The integration of building management and communications systems will reduce facilities operating costs by 30 per cent, allowing the organisation to deliver customer service at a lower cost per transaction. Making the business more CASE study KRONE (Australia) Holdings Pty Limited 2 Hereford Street Berkeley Vale NSW 2261 PO Box 335 Wyong NSW 2259 Phone: 02 4389 5000 Fax: 02 4388 4499 Help Desk: 1800 801 298 Email: kronehlp@krone.com.au Web: www.krone.com.au Jo No 5506 06/03 competitive and profitable. This is a sizeable financial benefit when you consider that a building's operating costs have been calculated to represent 50 per cent of a facility's total cost over its 40-year cycle, while initial construction only represents 10 to 12 per cent. The reality is that by reducing facility operating expenses by 30 per cent each year, an organisation will have saved more money during the building's life cycle than it cost for its construction. 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. 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 outsourced 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 your cabling solution has the flexibility to accommodate any changes in layout from relocating existing clusters to adding entire new ones. . reducing the costs associated with over-the-counter face-to-face services. The level of service and responsiveness of call centres has meant the constant implementation. mind. Future-proofing Call centres were initially set up by companies to improve their ability to respond to the large volume of incoming calls from customers.