Arrow supports over 40 UK organisations with the deployment and on-going management of their Contact Centre solutions. Covering a variety of different industries with unique requirements, including some of the nation’s leading banks, top legal firms, retail and leisure centres, energy and utility providers and more.
Engage with customers on their preferred channels
Every customer has their own personal preference of how they like to communicate with service providers, whether that be phone, email, web chat or instant messaging.
With an omnichannel contact centre model, businesses not only provide customers with more options to meet these preferences, but interactions across platforms are intelligently interconnected – diminishing the need to repeat conversations, speeding up resolutions and ultimately improving customer satisfaction and loyalty.
Businesses that adopt omni-channel strategies achieve 91% greater year-on-year customer retention rates compared to businesses that don’t.
Automate every step of the customer journey
With the power of artificial intelligence, businesses can develop a faster, more seamless customer experience. Features like the Self-Service Portal and Virtual Agent provide customers with a quicker resolution whilst reducing agent workload. AI-powered analytics help businesses to better understand customer trends for superior problem-solving and relationship building.
84% of organisations believe customers expect self-service options 24/7.
Unlock powerful insights with real-time analytics
Reporting and analytics are a vital element of Contact Centre solutions, enabling you to review historical customer interactions to improve future experiences.
As well as real-time reporting and customisable dashboards, Arrow’s Contact Centre solution include wallboards that can be easily constructed to display valuable data from the minute an agent starts a call, email or web chat.
Companies that have applied advanced analytics to their Contact Centres reduced their average handle time by up to 40%.
Industry-leading technology partners
Arrow holds Gold and Platinum partner status with some of the world’s leading providers of Contact Centre solutions, giving our customers access to innovative technology whilst still benefitting from the local and responsive support that Arrow is known for.
Whether you need a basic application for a small team of agents or have complex, multi-site requirements, you can rest assured that we have the right solution for you.
FAQs
Alongside the hardware and networks, we’ll recommend you the right infrastructure to support your omni-channel strategy. In particular, around customer self-service. After all, offering something like a chatbot can be a game-changer – as long as it leads to a positive experience.
We regularly help customers successfully manage the switch from office to remote working. For example, installing softphone technology though your agent’s browsers. With nothing more than a headset and stable internet connection.
We can help you decide which elements you need, and what sort of internet connection you’ll need. We can also recommend solutions for remote and hybrid contact centres – connecting workers, partners, or customers.
We offer a range of contact centre voice, data and network solutions to support you with compliance and governance requirements. These range from PCI, GDPR, MiFID II, and other FCA rules and regulations.
Certainly. We can make sure these are part of your integrated platform, and easy to connect or upgrade.
