Future Call Centre

Improve Call Resolution and Net Promoter Score

Future Call Centre - a fresh approach to agent call management and support, leading to improved contact resolution and customer satisfaction.

Agent Empowerment

Drive active customer engagement

Empower call centre agents with a structured call process, real time metrics, integrated back office systems, and universal communication.

Customer Journey

Customer centric communication and call resolution

Deal successfully with customers: active listening, working on actions not just calls, and structured issue resolution. Integrate back office with front office, and expose services to customers through multiple communication channels.

First Call Resolution

Resolve calls first time, every time

First time contact or call resolution is essential for true customer satisfaction and call volume management. Future Call Centre platform provides a step change in approach to fundamentally address success factors in call resolution.

Call Centre Benefits

Improve resolution by 9%, reduce call time by 15%

Save up to 60 seconds on every call at 80% first contact resolution. Free agents from multiple systems. Gain real time insight and freedom to quickly change and adapt.

Welcome to Future Call Centre

Developed by T-Impact in conjunctiuon with IBM and Avaya

Business Process Management is sweeping the corporate world as companies
find ways to save a lot of time and money on day-to-day tasks.
But Call Centres are relying on old methods, with lots of companies making
incremental improvements to basically very old systems.

T-Impact, IBM and Avaya have just made the big step.

Using over a year’s analysis a ground-up reinvention of the call centre emerged,
delivering benefits worth millions in all types of call centre.
On trials the immediate benefits found were:
9% improvement in First Call Resolution (FCR)
15-30% improvement in Average Handling Time (AHT)
25% reduction in repeat calls
20% reduction in agent training and recruitment costs
The system also improves over time as best practice is rolled out to all agents.

Future Call Centre is simple to roll out and adapt to suit individual call centres. Trials using a few agents are possible without disrupting normal call centre operations.