STL has been providing successful customer contact centre solutions for more than 10 years – and we understand the critical factors for success. Technology is only truly effective when combined with good practice and effective processes. That’s why we take the time to map all the customer touch points across your organisation, working with you to design the best strategy and solution for your needs.
From a small helpdesk through to a multi-site IP-enabled contact centre, we provide systems that accommodate multiple telephony and data platforms, enabling us to offer informed, independent advice. We can provide contact centre solutions that accommodate web, email, SMS and video integration systems which enable your customers to communicate with you in the way that suits them best.
Solution features can include:
- Integrated Interactive Voice Response (IVR), enabling customers to interact with your business (and database) without the need for a call centre agent, enhancing your service and saving costs.
- Real-time call traffic monitoring, so your managers can measure and respond rapidly to changes in customer demand to maintain quality levels.
- Computer Telephony Integration (CTI) with seamless links to your IT infrastructure and database, so your agents can view customer details and histories during incoming or outgoing calls, enabling a more personal and proactive service.
- Call Recording so you can analyse your service performance, as well as achieving legal compliance, enhancing staff training and protecting your business in disputes.
- Customer Relationship Management (CRM) services that allow you to easily record and access all customer interactions (phone, SMS, web, email or fax) – to work alongside your CTI-enabled features and enhance your all-round service levels.
