Contact Centres

Customer Interaction Solutions

Strengthen your customer service – Telebyte contact centre solutions can transform the way you service customers.

Leverage our expertise to make every contact count

Telebyte uses best-practice methodologies and advanced tools to optimize your customer interactions. Discover clever solutions that exploit routing and scripting, performance reporting, computer telephony integration and outbound dialing.

Smart ways to optimise customer interactions

Telebyte customer interactions solutions include, but are not limited to:

Intelligent routing and scripting – we can help you design and develop appropriate call routing rules and scripts ensuring that calls are directed to suitably skilled agents, assisting you with the management of calls and offering seamless service to your customers.

Performance reporting and business intelligence – in addition to standard real-time and historical reports, we can help with the design and implementation of customized reports to meet your specific requirements.

Computer telephony integration (CTI) – this technology allows customer information to be presented to your agents as a single view, usually in the form of a screen pop, to allow the enquiry to be carried out in a more efficient manner.

Call Recording – the ability to record, store and retrieve customer calls allows you to conduct quality audits of calls, either in real time or from historic recordings.

Interactive Voice Response (IVR) – play messages to your customers, collect responses and route calls accordingly, allowing your business to tailor self-service and call steering options. Can help to free up agent’s time to deal with higher value or more complex enquiries.

Outbound dialing – if you need to proactively reach out to your customers, we can offer a range of outbound dialing options that minimize manual processes and maximizes agent productivity.

  • Preview – customer and campaign information is presented to the agent to review before the outbound call is initiated.
  • Power/Progressive – available agents are presented with an outbound call without the agent intervening.
  • Predictive – an advanced ‘pacing algorithm’ is used to predict when agents are likely to finish their current call, minimizing agent idle time and optimizing productivity.