Incorporating customer experience into the development process is crucial to the success of outstanding call centre solutions. Poorly developed systems quickly lead to frustration. Abandoned calls cost a lot of money. That’s why paying attention to the customer experience and customer needs is so important.

Every occasion on which a customer makes contact with a potential service provider can be described as a touchpoint. This covers the entire spectrum, such as a conversation with a representative of the company, through to an experience or emotion based on the advertising message communicated. For many customers, the call centre is the primary point of contact in their encounter with the company of their choice or a potential new business partner. For this reason, great care should be taken at this point as to which branding and which message is conveyed.

This means that the way in which customers interact with automated queues, IVR systems etc. are important elements in creating a positive impression of the organisation. Systems that navigate customers through different menus so that they reach the most appropriate representative for their needs are complex. Not only that, it’s something that also needs to offer enough flexibility so that it can be customised at any time depending on different campaigns or learning effects from processes and customer feedback.

JTEL’s call centre solutions are equipped with an extremely user-friendly service tool so that companies can simplify call paths and adapt to new circumstances. A successful call centre solution must benefit from continuous improvement – the design process doesn’t just end once a system is installed, it’s an ongoing process that must constantly face new challenges.

With the right tools, this becomes easy: JTEL’s service creation interface allows organisations to tweak and improve their call logic to maintain high standards and adapt according to customer experience and feedback.

Generating a good customer experience when interacting with the company is crucial to the success of call centres. Why not find out how JTEL’s tools and features can help you optimise your processes and generate and retain happy customers?

Contact information: Lewis Graham JTEL GmbH Valentin-Linhof-Str. 2 81829 München Deutschland E: info@jtel.de T: +49 (89) 4614950 – 00 F: +49 (89) 4614950 – 29 www.jtel.de