Contact Centre Solutions

Contact Centres today play a pivotal business role as one of the main point of contact between an organisation and its customers. It is a proven fact that customer satisfaction equals to customer retention, which is directly linked to agent retention, increased revenues and overall operating efficiency.

Activa's contact centre solutions help businesses ensure that each customer interaction leads to a satisfied customer through a continuous quality management cycle.

Activa's contact centre solutions include:

Communications Recording Solutions
for bulk or selective recording of voice and data in both traditional and VoIP environments, for verification, compliance and training purposes.

Quality Management Solutions
for improving the quality of customer interactions, identifying training needs and new business opportunities.

Live Agent Coaching and Support
for providing live assistance to agents whilst they are interacting with the customer to ensure the optimum caller experience and accellerate agent training.

Automated Customer Surveys
for capturing the customers' candid opinions whilst the perception of the quality of service received is still fresh in their mind.