TxtCentre and CC Associates partner to provide a unique solution for UK call centres
TxtCentre utilizes the rapidly growing acceptance of txt messaging to improve customer service levels for inbound call centres and reduce costs for consumers
LONDON, UK. – March 18, 2003 – TxtCentre UK Ltd and CC Associates today announced their agreement to partner to provide UK call centers with TxtCentre’s inbound txt management solution.
TxtCentre provides a new communication channel for all inbound call/contact centres, at a time when consumers are demonstrating their preference for both mobile phones and sms txt messaging. Instead of calling into a call/contact center in the traditional manner, consumers can now “signal” a request for service via a txt message. TxtCentre generates a return path message informing the consumer when the call centre will call them back to conduct the relevant conversation, business or transaction. This process eliminates the cost that mobile phone customers face when ringing a “free-phone” service and eliminates wait time. Inconvenience is minimised as the consumer is not required to remain tethered to a phone. For the call centre, the solution is seamless as TxtCentre enables in-bound txt messages to be integrated into existing call queue management systems.
Another feature of TxtCentre is Integrated Txt Response (ITR), which is the txt equivalent of Integrated Voice Technology (IVR). ITR enables automation by providing options or information to consumers without the drawbacks associated with IVR. For example, a “caller” can read each option while under no time pressure to pick the appropriate response. ITR can also be much quicker than IVR because consumers read rather than have to listen to, the options.
Txt messaging is a fast growing phenomenon – even in the older age groups. It used to be the domain of the under 20 age group, however, today txt messaging extends across all ages as a result of parents learning from their children and from aging of the original txt “pioneers”. The group of people who do not txt shrinks monthly. Every day there are approximately 50M txt messages sent and this figure grows month on month.
About CC Associates
CC Associates transfers knowledge and expertise to customers through a selection of unique tailor-designed and customisable programs which assist each and every one of CC Associate’s clients to achieve best-in-class results based on their specific needs, internal culture and corporate goals. Through these unique Programs, CC Associates delivers shares expertise on the analysis, design, implementation and operational improvement of global call centers, irrespective of their size
About TxtCentre UK Ltd
TxtCentre was formed to harness the opportunities afforded by mobile phones and the new forms of communication available through them. TxtCentre has offices in New Zealand, Australia and the United Kingdom. TxtCentre is a partner of Vodafone, Telecom and many other large telecommunications organizations. www.txtcentre.com