How we help our clients

ProtoCall One provides solutions to help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media. This means that contact centre operations can improve customer experience; set and manage agent efficiency and effectiveness KPIs; optimise proactive outbound productivity; and use social media communications to engage in positive dialogue with customers.

We help our clients in three ways:

1. Reduce Costs

In these post recession times, we are all under pressure to reduce our cost base. For many Customer Service operations, whilst you recognise that your staff are your biggest asset, the wage bill is also the major element in cost. It is important to understand this balancing act so that you focus on the right things that will make you more efficient in how you operate your existing centre. This means helping you to understand the real value that your Agents can add for your customers and also to understand the type of work and job satisfaction that makes your operation a great place to work!

Some examples of how technology can become a catalyst in reducing your operational costs include:

Implement Virtual Working
Optimise Call Centre Schedules
Exploit Self Service
Eliminate Failure Demand
Reduce Technology Infrastructure Costs

2. Improve Effectiveness

Contact centres are key channels for business development, whether it be outbound sales and marketing activities by telephone; web site online sales support; or inbound telephone response for advertising campaigns. Innovative technology solutions can give you a tremendous return on investment if it helps you to improve the effectiveness of your contact centre sales activities – in fact much more so than by helping you improve just your efficiency.

Some examples include:

Increase Employee Engagement
Maximise Centre KPIs
Improve Customer Advocacy
Introduce Intelligent Workqueue
Exploit Social Media

3. Increase ROI

To illustrate the type of business case that we can help you develop then if, for example, you run a 100 seat centre then the typical annual cost of running that operation is circa £2.5M per annum. These costs include not just the staff costs but also an allowance for facilities, technology, running costs etc. So a 10% improvement in efficiency is therefore worth about £250,000 in benefits.

From a number of projects that we have undertaken then we know that if the centre’s main objective is sales and marketing then a 10% improvement in effectiveness is worth between 5 and 10 times more benefit than the efficiency saving. So that could be £1-2M straight to the bottom line! This is why there is now so much focus on developing strategies that improve customer advocacy.

Ways that we can help you to justify investment in the latest contact centre technology includes: