Radically Boost Contact Centre Productivity With Twilio Flex

With eCommerce on an upward trajectory, the pressure on contact centres is increasing by the day. And in the absence of in-person interactions, consumers are relying heavily on the ability of contact centre advisors to not only cater to their needs but to do so with a personal touch.

As a business, value for money and intelligent marketing will undoubtedly stand in your favour. However, with research suggesting that 80% of consumers will abandon a company as a result of a poor customer experience, it’s clear that a hard-working and dependable contact centre team is a key success.

Luckily, Twilio Flex can help your business to provide just this, and in this article, we explore exactly how.

 

What is Twilio Flex?

 

Twilio Flex offers the ultimate solution for optimising the performance of your call centre. It is a fully programmable, cloud-based contact centre platform that offers everything you need to deliver personalised customer experiences, across all channels and from one powerful source.

As the world’s most flexible contact centre tool, Twilio Flex supports email, voice, video, SMS, chat, WhatsApp and Facebook Messenger from a single platform, enabling you to create intelligent routing and engagement workflows. What’s more, it can be integrated with popular CRMs (Salesforce, Microsoft Dynamics 365, HubSpot, Zendesk, and many more) and utilise APIs to pull information from various sources.

Its most important feature? Providing companies with the ability to create an omnichannel contact centre that is tailored to suit the individual needs of both their team and customer base.

 

How does Twilio Flex improve contact centre productivity?

 

A highly productive and successful contact centre requires three key components:

• A clear business mission
• A driven workforce
• Satisfied customers

With the help of Twilio flex, it is possible to achieve all three, and here’s how.

 

It tracks overall performance

 

Every business owner wants regular and factual information surrounding the performance of their business. A platform as sophisticated as Twilio Flex enables you to measure overall business performance with great accuracy and detail, ensuring your finger is on the pulse at all times.

 

It helps measure KPIs

 

Twilio Flex Insights also offers the ability to measure meaningful analytics and provide detailed visibility to your KPIs. First, ask yourself what promises goals are you making to customers. Is it to improve response time? Maybe you’d like to minimise the period between the first call and the final resolution?

Whatever your mission is, it’s important to define it and then align the features provided by Twilio Flex to address your most pressing problem points.

 

 

It puts customer satisfaction front and centre

 

A positive customer journey is vital, so why not use Twilio Flex’s ability to connect directly to the customer at each step that matters most?

Invite your customers to take part in a survey that will help you track your company’s performance, or better still, encourage them to contact you via one of your channels to share even more detailed feedback.

 

It provides top-class technology for a top-class team

 

Arming your workforce with the most up-to-date tools that are not only effective but also user-friendly, encourages both efficiency and job satisfaction. What’s more, this boost in productivity lends itself to a high-performing contact centre.

 

It provides opportunities for continued team training

 

Utilising your software to record and automatically assess the sentiment of calls for training purposes is a wise choice. Having these recordings and analyses at your disposal will allow your team to listen back and learn from top agents, as well as note possible mistakes made during their own previous calls.

As a bonus, the recordings will be available for review in the instance of customer complaints.

 

It offers an omnichannel customer support system

 

As previously mentioned, Twilio Flex provides email, voice, video, SMS, chat, WhatsApp and Facebook Messenger, along with Google Business Messenger – all from a single platform. This ensures that your customers can avail of an omnichannel support system at all times and from whatever their preferred channel may be.

 

It facilitates a speedy resolution process to immediately boost contact centre productivity

 

Arguably one of the most advanced features of Twilio Flex is its interactive voice response systems and skill-based routing. These tools help to transfer incoming customer connections to an appropriate agent, meaning inbound queries are addressed and resolved quickly and efficiently.

 

 

Boost contact centre productivity with Twilio Flex

 

Twilio Flex’s potential to enhance business performance is proven across many industries, and in a hugely competitive enabler, it is quickly becoming a competitive advantage to boost both contact centre productivity and overall customer success.

If you’re ready to revolutionise your contact centre operations with a tool that is enormously flexible and customisable for any business, it’s time to contact Kaptea.

As your experienced Twilio consulting partner, we will ensure that your Twilio Flex deployment is streamlined, hassle-free and perfectly tailored to your organisation’s specific needs. After all, if you’re going to do it, you may as well do it right!

Get in touch with Kaptea today to talk to one of our experts about transforming your business with the help of Twilio Flex, and don’t forget to also check out our blog and knowledge centre for more of the latest trends and developments from the world of Twilio.