Tag Archives: customer service

Contact Centre Costs

Contact Centre Costs – the top 5 pain points

Introduction

The digital world has seen a steady increase in online purchases, services moving from the high street to the desktop and a move towards remote customer service. Contact centres have been steadily growing to cope with demand, their remit varying from outbound sales to inbound enquiries and service. Although It is a competitive industry, contact centre costs are key to winning business or maintaining profit margins.

contact centre costs

What are the top 5 contact centre costs and how can Saascoms awards winning software support organisations to reduce these:

Labour Costs

The number one expense for any contact centre is people. This includes salaries and taxation, hiring and training, wellbeing and personnel support. Saascoms Omnireach digital chat platform can assist in taking the administrative tasks away from contact centre agents such as ID&V, which on average reduces agent time by 2 minutes – making agents more productive or reducing the headcount required.

Technology & Infrastructure

Telephony, CRM software, IVR systems, ongoing maintenance, updates and licencing are all significant call centre costs. Saascoms software including Omnireach, Resolution and Mailmaster can all be installed within a few days with no fixed term contract and a pay by use commercial model. Saascoms software is cost effective no matter what size of organisation because of these benefits.

Real Estate & Facilities

Office rent, utilities, furniture and equipment are all required to accommodate call centre staff. Hybrid models still require remote equipment and potentially appropriate furniture. Saascoms Omnireach digital chat platform operates 24/7/365, using advanced AI to resolve customer queries. Examples may include making payments, checking a balance, initiating a return, checking account details and more. As a result, Omnireach reduces the overall physical agent requirement. This has a knock-on effect for the overall size of contact centre and requirement for remote out of hours physical support.

Compliance & Security

ISO, Cyber Security, GDPR, Audit and Call Recording are all costs incurred by a contact centre. Saascoms is ISO27001and Cyber Essentials Plus. Our software platforms are built and hosted in the UK. Plus our client data is also stored in the UK, providing our customers with all the security they need. Saascoms is also an approved G Cloud HMRC supplier, another measure of our security and compliance levels.

Customer Experience

Monitoring, feedback, analytics and performance management all measure how a contact centre is performing and are essential in ensuring quality. At Saascoms our platforms have built-in reporting suites to interrogate data. Our AI learns and improves outcomes and our client CSAT scores improve by an average of 12% using Omnireach and Mailmaster. As a result, our clients can further improve their performance in a virtuous circle.

Conclusion

Summing up at Saascoms we live and breathe contact centres and understand the key contact costs. Our software platforms are designed to reduce costs, improve efficiencies and increase performance. Arrange a demo with our team to see just how our award winning technology can support your organisation.

Contact Saascoms
improving customer engagement

Improving Customer Engagement using Omnichannel Solutions

Introduction

Customer engagement hasn’t changed radically. Customers require information and answers in a timely and convenient manner in a format they understand. What has changed is the channel the information is conveyed in. Long gone are the days when the high street, catalogue or telephone fulfilled consumer demands. Improving customer engagement now requires a digital omnichannel approach.

The Omnichannel Approach

Multichannel or Omnichannel – what’s the difference? Put simply, multichannel is different formats of communication that don’t cross over. Imagine a six-lane motorway where no one can overtake, each lane represents email, webchat, social media, SMS, telephone and WhatsApp. So a conversation (or marketing campaign) must start and end in the same lane. Omnichannel allows the vehicles to swap lanes, so a conversation (or marketing campaign) can switch from one form of digital communication to the other. Relatively clear?

The Omnichannel Benefit

For the customer or the business provider, Omnichannel delivers the best experience. Take for instance our award-winning contact centre digital chat platform, Omnireach. Customers can communicate over webchat, email, SMS, social media and the contact centre agent sees all the information on one screen. Easier and more convenient for the customer, yes; easy for the Agent to get up to speed quickly on the query, yes.

improving customer engagement

Customers expect a seamless digital experience. They see an offer on social media, click through to a website, chat with a bot then submit an order or request through email. Organisations that can pull all the communication strands together are improving customer experience.

Omnireach – the omnichannel solution

Omnireach by Saascoms is utilised globally by over 700 brands, powering their customer experience. It is quite simply the ultimate digital chat platform. Whether you are using web live chat, text messaging, Email, WhatsApp, Messenger or other social media platform.

Omnireach is powered by AI which can resolve up to 95% of customer queries without needing a live agent, learning through extensive closed data. Where an agent is required to help resolve an issue, Omnireach ensures all prior conversations and communication is delivered onto one screen to speed up resolution.

Omnireach Applications

Such is the flexibility of Omnireach, it is used by a variety of organisations across differing sectors. From banking, credit and collections to retail, utilities and charities, Omnireach brings benefits to anyone looking to have omnichannel two-way customer communications.

Omnireach complements contact centres, reducing administrative tasks so agents can focus on more complicated resolutions and customer issues. The powerful AI delivering proven results in improving CSAT scores, creating efficiencies, reducing costs, creating opportunities and improving customer engagement.

Contact Saascoms
closing down bank branch

The personal touch in Finance and Banking, where has it gone?

Introduction

For a number of years it has felt like the personal touch in finance and banking has gone, with most customers treated not as an individual but as a numerical exercise. Long gone are the days of sitting with your Bank Manager to discuss a Mortgage or Loan, or even a Financial Advisor to discuss your Pension contributions and retirement forecast.

So we’re asking, where has the personal touch gone?

Regulation

The UK has some of the most stringent financial regulations in the world, introduced to protect consumers, businesses and the wider economy from financial malpractice, fraud, unnecessary risk and economic shocks. However, the result of this regulation has been to channel both consumers and financial institutions into a very binary way of doing things. In an effort to protect both parties, the ‘computer says no’ approach to decision making has taken over.

Resolution

Financial Advice

Where financial advice is given, there is a great responsibility for the advisor to get it 100% right, 100% of the time. However, without a crystal ball to understand the wider economy and customers ever changing personal circumstances, this is all but impossible. As a result, many financial advisors focus on high-net-worth individuals where their time and effort will be rewarded at a greater level than less wealthy individuals. Quite simply the advice charges on ÂŁ100k investment are higher than for ÂŁ10k, however the compliance process and paperwork can be broadly similar for the advisor.

Automation

To avoid the liabilities and responsibility that come with offering financial advice, there are now online platforms for everything from Crypto to Pensions, ISA’s to Share Funds. The responsibility for making the choice lies with the individual and not the company, which leaves the consumer in a tricky position if they do not fully understand all the risks. A world of information to make sense of.

Man v Robot

AI v Human

Individual Decision Making

Regulation has all but eliminated individual decision making from the personal touch in finance and banking. The days of the Bank Manager or Mortgage Advisor making an informed decision on your general custom, financial history, employment history and even your family standing are now gone. Regulated financial institutions now take a holistic view of decisions using comprehensive questionnaires, AI, credit ratings and algorithms. Head office sets the standards for branches and contact centres to follow.

High Street Banking

A ‘Banking Hub’ was not even a consideration 10 years ago, but in a time when finding a high street branch is like finding a needle in a haystack, they are a lifeline for many people. For complex questions, a friendly face or help that isn’t available on the App, the bank branch is still essential for supporting individuals. The Nationwide has even integrated this into recent marketing campaigns!

So is there no sign of the personal touch in banking and finance?

High Net Worth Individuals

If you’re lucky enough to be wealthy you may bank with a boutique institution, have a Business Accountant or Independent Financial Advisor. If not, you may face the same challenge as many of us, making financial decisions based on advice from friends and family, comparison sites and the likes of Martin Lewis (who we are a fan of). We would advise you do seek out a Financial Advisor for a review regardless of your net worth.

Angel Investors

Individuals or organisations such as Purple Shoots are more likely to look at a combination of the individual and business plan to make a decision about offering financial support. If you are an entrepreneur and the banks have turned you down, don’t give up hope, you may find a ‘dragon’ willing to invest.

Support Organisations

On the other end of the scale, if you are in debt there are agencies which have skilled professionals who you can talk to. These include Step Change Debt Charity, National Debt Line, Business Debt Line, Citizens Advice and Money Helper.

customer support

Summary

Automation, algorithms and compliance have largely removed the personal touch in finance and banking. However, the digital age has opened up a vast choice of financial products, online guidance, recommendations and reviews. AI advisors are already becoming popular, their ability to crunch a wealth of data and make an almost instantaneous decision very appealing. Indeed, our very own award-winning contact centre software, Omnireach, is heavily built around AI.

However, this blog is based on personal observations by the team in our office, yours may be different


Contact Saascoms
Man v Robot

Call Centre Agent v AI Chatbot – who wins the customer service battle?

Introduction

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels and see why with Agent v AI Chatbot the best approach might be a hybrid one.

Call Centre Agents Are Best

1. Handling Complex or Emotional Issues

Customers need empathy and understanding, especially in stressful situations. Human agents can read tone, adjust their responses, and provide comfort in ways AI can’t. Plus sometimes it’s just nice to talk to someone.

2. Negotiating & Problem-Solving

Disputes, refunds, or special cases often require creative solutions. A call centre agent can adapt to unusual requests and negotiate resolutions AI wouldn’t and couldn’t think of.

3. Building Customer Relationships

A great agent doesn’t just solve problems, they connect with customers, strengthening brand loyalty and trust through meaningful interactions, humour and rapport.

4. Handling Multi-Step Queries

When a customer’s request involves multiple departments or processes, human agents can navigate complexities much better than AI.

5. Understanding Accents & Dialects

AI speech recognition has come a long way, but humans still outperform chatbots in understanding regional accents, slang, and nuances. How often do you shout at your smart speaker!

Man v Robot

AI v Human

AI Chatbots Are Best

1. Instant Responses & 24/7 Availability

AI chatbots never sleep! They handle thousands of queries simultaneously without customers waiting on hold.

2. Processing Routine Queries

Need to reset a password? Track an order? Get store hours? ID&V? AI chatbots are perfect for repetitive, straightforward tasks.

3. Speed & Efficiency

AI instantly retrieves data and provides answers faster than any human could. No small talk, just solutions.

4. Data Handling & Integration

Chatbots integrate with CRMs, databases, and customer histories to instantly pull up relevant information.

5. Multilingual Support

AI can communicate in multiple languages instantly, making it a great option for businesses with global customers.

The Best Solution? A Hybrid Approach!

Rather than deciding Agent v AI Chatbot, businesses should combine AI chatbots with human agents to create a seamless customer experience.

  • AI Chatbots handle fast, simple queries and direct customers to the right resources.
  • Call Centre Agents step in when empathy, problem-solving, or human insight is needed.

Using an AI driven omnichannel software platform such as Saascoms’ award winning Omnireach, combined with trained agents, provides the backbone to many global brands customer services.

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels to see why the best approach might be a hybrid one.

Contact Saascoms
Annoyed customer

The Five Stages of Customer Service (as told by your customers)

Introduction

Customer Service can be a rollercoaster, sometimes smooth and sometimes stomach churning. Whether you’re the one picking up the phone or the one taking the call, there’s a universal truth, customer frustration is real. But handled the right way, even the most exasperated customers can leave feeling valued. So let’s take a light-hearted look at the five stages of customer service frustration and how businesses can turn frowns into smiles.

Stage 1: The Optimistic Beginning

“Fingers crossed this will be quick!”
Customers start their journey full of hope. They assume their issue will be resolved swiftly until reality kicks in!

How to Keep the Optimism Alive


A friendly, well-crafted automated greeting sets a positive tone. Offer clear next steps and realistic wait times to manage expectations.

Stage 2: The Confusion Spiral

“Why am I pressing 3 for billing
 and then 5 for account info
 and now 7 for who knows what?”
The dreaded IVR menu or uneducated chatbot loop begins. Customers feel like they need a secret code to reach a human!

How to Avoid Confusion


Provide omnichannel support (SMS, email, live chat) so customers can choose their preferred contact method. Design AI chatbots that actually help, not just ones that send customers in circles. Saascoms Omnireach is the perfect solution!

Stage 3: The Rising Frustration

“I just explained this to the last person!”
Ah yes, the classic ‘repeat your issue’ scenario. Customers feel like they’re stuck in a time loop, explaining the same problem to multiple agents!

How to Prevent This


Omnichannel communications need to be centralised, enabling agent transfer or transfer between digital to human to be seamless. Omnireach award-winning omnichannel software is the perfect solution!

Stage 4: The Breakthrough Moment

“Oh, finally! Someone who understands!”
When a knowledgeable, empathetic agent steps in, magic happens. The customer feels heard, and a solution is in sight!

How to Make This Happen Sooner


Train agents to acknowledge frustration before jumping into solutions. Empower support teams with AI-driven insights to resolve issues faster.

Stage 5: The Happy Ending (Or So We Hope)

“That wasn’t too bad
 I guess?”
Customers leave feeling satisfied or at least relieved. A well-handled interaction turns frustration into loyalty!

How to End on a High Note


Send a follow-up message thanking the customer for their patience. Offer a discount or loyalty perk if the issue caused real inconvenience.

happy lady on a phone

Final Thoughts – Turning Frustration into Loyalty

Customer service isn’t perfect, but businesses that anticipate and address the five stages of customer service frustration stand out. Saascoms AI-driven communication tools ensure fewer loops, quicker resolutions, and happier customers without the stress.

For a demo on Omnireach, Mailmaster or any of our award-winning customer service platforms please give the team a call.

Contact Saascoms
Financial Year end 2025

New Financial Year – What Are Your Business Resolutions?

Introduction

The new tax year starts on April 6th and for many businesses and organisations this is aligned to their new financial year. Whereas the run up to year end is often focused on chasing up outstanding debt, reducing stock levels and maximising sales to finish the year on a high; the new financial year is a time for the implementation of new ideas to move the organisation forward.

So how can Saascoms help?

Award Winning Customer Services Software

For over 20 years Saascoms has been developing customer services and digital marketing software which is used by over 700 brands globally. From digital letters to omnichannel communications, AI integrated customer services to bulk SMS, we are the communications experts.

Saascoms has been recognised by the Credit & Collections Technology Awards every year since 2019, held the title of ‘Number 1 Premier Power Company’ for the last two years and has been awarded a ‘National Innovation Award’. As we enter the new financial year, here’s why you should be talking to Saascoms.

Products & Services

If your organisation engages in customer services marketing, you need to be aware of what Saascoms has to offer. Here’s our top three:

Mailmaster

if you send lots of letters, confidential or otherwise, the cost of posting is astronomical. Do you know if the letter is even opened? Replace physical letters with Mailmaster digital letters. First, we send a text, then the recipient completes a security check. Then the letter is downloaded. The letter can be interactive, so view a balance, make a payment, place an order, book an appointment or complete a survey!

Omnireach

Customer service includes admin and signposting, which if dealt with by a live agent can be costly. Also, customers may interact across multiple digital channels including email, chat, social media and text. This can get messy. Not with Omnireach! Our AI Saasbot handles Identification and Verification (ID&V), assesses the initial query across the digital non-voice platforms your organisation uses and if Saasbot can’t resolve the query; only then will it be passed to a live agent with all the previous customer comms on one screen.

txtpro

Direct, simple, uncluttered and opened by over 95% of recipients – the humble text message! txtpro is a self-serve platform for bulk SMS messaging. It’s as easy as uploading your numbers, writing your message and scheduling delivery times. The reporting suite provides delivery rates and bounce backs, you can adapt for two-way messaging also.

At Saascoms we are at the cutting edge of customer services marketing and communications, powering global brands and constantly innovating. So as we enter a new financial year, get in touch to see how we can impact both your top and bottom line.

Contact Saascoms
Business process outsourcing

Software for Business Process Outsourcing

Introduction

Since 2004 Saascoms has been developing award-winning customer service software which powers some of the world’s biggest brands. Our white label solutions help our clients to improve their customer service offering using automation, AI, Omnichannel tools and digital communications. Our software for business process outsourcing is a perfect partner.

Whether you are looking to outsource your own processes or are a business process outsourcing specialist, Saascoms can help.

Saascoms – your silent partner

For over 20 years Saascoms software has been behind some of the world’s biggest brands, powering their customer service and experience. Our award winning UK developed software is secure, customer focused and designed to help you address real challenges in customer services.

Saascoms – our software solutions

Mailmaster – everything starts with a text or an email. From that point onwards Mailmaster opens a number of possibilities for customer engagement:

  • Secure Letters – communicate important information or instructions within a password or ID&V protected email or SMS. Save £££’s on the cost of traditional mail.
  • Secure Portal – customise and design a website portal which can contain specific customer information.
  • Digital Surveys – build customer engagement through feedback and opinions which can in turn drive product and service development.
  • Digital Calendar – schedule appointments, payments or reminders.

With MailMaster there is no contract commitment, with commercial flexibility around the size and scope of your business and the features required.

Omnireach – Designed to centralise all forms of non-voice communications into one screen, making customer engagement easy and productive. Omnireach combines the latest AI and Machine Learning to make customer services resolution more efficient. It is particularly suited to software for business process outsourcing:

  • Communications – web chat, text messaging, email, WhatsApp, messenger and social media all on one screen.
  • Administration – AI ‘Saasbot’ completes security, ID&V checks, provides simple information such as balance or changes to payments.
  • Escalation – ‘Saasbot’ can identify vulnerability or complex requirements and escalate to a live agent accordingly.
  • Education – ‘Saasbot’ can learn and constantly improve customer services responses to improve the CX.

txtpro – self-serve bulk SMS platform:

  • 93% of SMS are opened within 5 minutes.
  • API integration and instant reporting.
  • Manage multiple group profiles and set delivery scheduling times.
  • Secure – only tier one telecoms providers to protect your data.

txtpro is a pay as you go commercial model, only pay for the number of messages you send.

RCS Messaging – the future of messaging, RCS features high-resolution photo and video sharing. RCS turns a message into a conversation:

  • Video – send engaging video to educate and inform.
  • Response Buttons – for sales, feedback or payments.
  • Rich Content – combine images and text, two-way conversations and engaging audio.

RCS messaging brings your organisation to life in a text.

Benefits of Saascoms Software

Saascoms solutions can be tailored to support software for business process outsourcing through white label, API and tailored integration services. Key benefits of our combined software solutions include:

  • Reduced Costs – from postal costs to call centre live agents. Digital comms and AI have a substantial impact.
  • Increase Contact Rates – SMS and Email consistently outperform traditional mail in terms of customer response rates.
  • Manage Campaign Delivery – SMS and Email can be scheduled to the minute, whereas traditional post can’t even be scheduled to the day without significant cost.
  • Superior CX – with Omnireach customers can make contact 24/7/365 on their own terms. On average 85% of queries can be resolved by AI without the need for a live agent.

Conclusion

If you require software for business process outsourcing or are a BPO specialist, Saascoms can complement your organisation, reducing costs, increasing engagement and ultimately driving donor support. As an award-winning business working with some of the world’s largest brands, we are your perfect partner.

Contact Saascoms