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Enabling Business Communication at scale, uniquely engaging one customer at a time.Enabling Business Communication at scale
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“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Learn how to effectively configure communication history in call centres. Follow our step-by-step guide to improve customer tracking, enhance service delivery, and ensure compliance.
Effective communication is the lifeblood of contemporary call centres, where information must flow seamlessly to ensure excellent service delivery. To enhance the ability to track and manage customer interactions, it is crucial for call centre operations to configure communication history systems accurately. This guide walks enterprise decision-makers through the strategic steps to configure communication history, identify best practices, and leverage technology to improve customer service outcomes.
Communication history encompasses the record of every interaction between customers and agents in a call centre. This historical data provides insights critical for improving customer satisfaction, facilitating training programs, and enabling compliance with legal and regulatory requirements, such as the Protection of Personal Information Act (POPIA) in South Africa.
Follow these essential steps to effectively configure communication history for your call centre operations:
Begin by evaluating your existing call centre software and communication tools. Identify gaps in functionality regarding communication history tracking, such as:
Select a call centre solution that offers advanced communication history capabilities, such as:
Configure your systems to automatically capture relevant interaction data, including:
Ensure that your communication history system includes robust search and reporting functionalities. This aids in:
Conduct thorough training sessions for staff to ensure they understand:
After implementation, regularly audit the communication history system for:
To maximize the benefits of your configured communication history system, adopt the following best practices:
Configuring an effective communication history system is essential for optimizing call centre operations. By following the outlined steps and embracing best practices, enterprises can significantly enhance customer interaction tracking, improve service quality, and ensure compliance with regulatory standards.
Get started today and see immediate results
“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
All end-user communication can be stored on our Constellation platform, including email body text, the PDF document as it was created at that time, any marketing content, HTML or web content, SMS text message details, delivery, and failover results. This enables call center agents to retrieve, view, and resend content upon user engagement. Constellation allows configurable storage periods down to the campaign level. Roles and responsibilities are defined within the system, and all agent activities are tracked for audit purposes. Agents are securely onboarded via email, and inactive agent accounts are paused and blocked after periods of inactivity.
Get answers to common questions about Call Centre Access To Communication History