The modern contact centre demands efficiency. As your business moves towards digital services the complexity of integrations increases, and ensuring your agents are equipped to support these interactions is essential.
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What is Operational Efficiency?

Get the most from your contact centre teams by guaranteeing all aspects of quality, reporting and workforce management are considered to ensure an engaged workforce that exceeds the expectations of your customers.

Work with Natilik to improve the operational efficiency of your contact centre and receive the ultimate value from your agents and infrastructure. Combine the voice of your customer with intelligent management and recording systems to ensure your contact centre is working at peak efficiency, ensuring an optimised workforce and compliance with your industry regulator.

Features

  • Contact Recording & Monitoring

    Advanced contact recording solutions from Natilik ensure you are staying compliant to industry regulations, whilst driving organisational improvement. Monitor interactions as they happen to ensure your agents provide an effective service through every stage of the customer journey. From the information they communicate through to the tools and information they use on their screen, empower you agents to exceed your customers’ expectations.

  • Quality Management & Improvement

    Improve the service you provide your customers with by utilising effective quality management tools across all interactions. Equip your teams with quality management tools, so they can quickly and easily complete evaluations and identify key areas for improvement or recognition. Allowing you to identify the gaps in your agents’ knowledge and align the relevant training programs to ensure they can continue to offer your customer exceptional experiences.

  • Actionable Insight

    Your contact centre demands more than basic operational reporting. To drive true operational excellence you need to analyse all aspects of your process, from customer sentiment through to agent performance. The Natilik team will help you select the reporting and analysis tool that is best suited to help your business develop actionable insights that you can action to help you exceed your business goals.

  • Workforce Management

    Aligning resource requirements with demand and planning for unforeseeable events can often lead to rigid schedules and inefficient assignment of agents, costing your operation money and lowering employee morale. Workforce management solutions from Natilik can empower your planning teams to create accurate forecasts and schedules that align with agent preferences, helping you to solve your scheduling challenges and guarantee that the agents with the right skill set on-hand to deliver an exceptional experience to your customers.

  • PCI DSS Compliant Payments

    To remain compliant with PCI DSS regulation you need to be able to process customer payments over the phone or webchat in a secure manner. At the point where your customers payment information needs to be processed, your solution from Natilik will transfer them to a secure platform outside of your organisation so they can enter their details, protecting your customers from the risk of fraud and ensuring your business is compliant. Reducing your administrations costs to compliance, minimising your risk of heavy fines, decreasing the need for auditing and overall guarding your business reputation.

Benefits

  • Increased Customer Satisfaction

    Deliver a differentiated experience that your customers value by measuring and improving every aspect of the customer journey. By listening to your customers’ needs and desires and subsequently implementing them within your contact centre, you can improve customer satisfaction and retention.

  • Improved Resource Utilisation

    Drive efficiency and improve the experience you offer your customers through effective insight, efficient quality management and accurate resource scheduling. At the touch of a button, you can have all the visibility and control you require in every aspect of your contact centre to make informed resource decisions.

  • Positive Employee Engagement

    Use flexible resource management, gamification, and rewards to improve agent morale. Rest assured knowing that your agents have the tools to manage their shift patterns in a way that improves their engagement whilst sticking to your pre-defined boundaries to ensure you always have the resources you need.

  • Compliance

    Guarantee your organisation is remaining compliant with industry regulations by working with Natilik to implement PCI DSS approved payment solutions. Protecting you from costly penalties, legal concerns, and any damage to your business’ reputation.

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Why Choose Natilik

Your contact centre faces its own distinctive challenges, but by working with Natilik you can combine your experience with the team’s knowledge gained from working with a broad range of global contact centres to meet them head on. Ensuring you can drive efficiency and excellence into your contact centre, no matter your overall business objectives.  

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