Our Contact Centre Experience

Colrosa’s consultants have extensive experience in delivering a wide range of software solutions and technical advice to contact centres. Rapidly changing environments and the need for reactive solutions within call centres means our fast turnaround software and consultancy solutions can deliver significant business benefits.

We have provided software to solve problems in the areas of data integration, agent incentive schemes, workforce management, data capture and analysis and MI delivery.

Telephony Data

From the moment a customer dials your number, useful data can be obtained from the telephony system about how you and your agents are performing. We have experience of getting data from a range of switches including Avaya, CISCO, Nortel and Rockwell and processing it to provide the realtime and long term reporting that is really needed to make useful decisions.

Data Integration

Telephony data on many vendors systems is kept on a short rolling window and then simply discarded. Collecting this data and meaningfully integrating it with other existing business systems like sales or HR can really create a more comprehensive picture of business performance and enhance management decision making. We have the skills and experience to draw together a range of data from all sorts of sources typically found in a contact centre to provide you with a unique data repository on which you can develop centralised and intelligent management information.

Consolidated Data

Consolidating the data you draw together from various sources can provide a true asset to your business, making it much easier to produce reports, perform analysis and present results. Colrosa’s consultants have extensive database experience and with their integration skills the implementation a valuable consolidated data source can be surprisingly quick.

Accurate MI (Management Information)

A contact centre is very much of an operational environment and we know many of today’s typical business reporting solutions are not designed with this in mind. We have experience in developing custom reporting solutions that can provide a true reflection of centre and team data over various time periods. Many times we have been surprised that nobody has checked the accuracy of the data they are using to make or influence key decisions.

Staff Attrition

Nearly all centres suffer greater attrition than they would like, and it’s an important and costly issue to tackle. It has been proven over and over again that a major factor in reducing agent attrition is more input (technical, personal, training etc) from team leaders. Providing team leaders with tools to speed up their daily tasks provides additional time to spend with their agents on this important aspect of their job. In addition to the personal considerations, it is important to collect data that may help you analyse why attrition is occurring and help give early warning of potential leavers. Why not talk to Colrosa about ways in which we may be able to help you with staff attrition.

Time is Money

Over the years we have developed numerous custom applications for contact centres - each with the specific purpose of saving time and therefore money. Many contact centres are performing tasks manually (e.g. in spreadsheets) that could be automated with very little cost, and without the need for an expensive IT solution. If you can save just 30 minutes a week for 100 people, that’s a saving of over one FTE a year - that is really worth thinking about.