Responding to calls and chat 24/7 - instant, accurate & cost-effective
Arcus Answer sits at your frontline contact centre, handling customer calls and chat and reducing the load on your staff whilst saving money. We configure it to handle the questions your customers ask the most, allowing contact centre staff more time to resolve complex queries, improving staff morale and customer satisfaction.
The average cost of an inbound call to a UK call centre in 2016/17 was £3.69 but an Arcus Answer service is typically less than £1 per call. The service is usage-based so it doesn’t require an up-front investment.
Customers hate the long wait times in most call centres yet it is expensive to staff at levels that keep response times low. Arcus Answer scales automatically to match demand and provides an instant answer.
Arcus Answer keeps answering 24 hours a day and 365 days a year. You pay no more for this availability but your customers will enjoy being able to get a response at any time that suits them.
We continually review cases where the service cannot provide an answer and update the service weekly so that it adapts to changing customer needs.
We provide you with a secure Web portal that shows you near real-time statistics on the performance of the service. These include call volumes, call duration, successful resolution and dropped calls.
Once you have an established service, we can integrate with your back-end systems, allowing whole transactions to be completed over phone and web chat. This can free people from the need to complete standard forms, asking them only for information that you don’t already have and ensuring that those who need services are helped to apply for them.