For a long time call support has remained synonymous with customer service. In the past, picking up the phone and calling the 1-800 number was the only thing on customers’ mind when they encountered an issue with a particular product or service. But nowadays, things have changed and they have changed for the good…especially for the customers.
Contact center services are all the new rage now, and because of good reasons too. Have a look:
Supports multiple channels of communication
With the evolution of technology and the emergence of new platforms, we are living in a world where people are spoilt for choices when it comes to the modes of communications. Facebook, Twitter, email and chat provide great ways to start a dialogue with peers and even the brand/services that you use. Especially young millennials who want response to their queries in the shortest amount of time possible, these non-voice modes serve as the best option.
Faster response time in times of crisis
When you employ contact centre outsourcing, you provide your customers an avenue to reach out to support in different ways. If the customer is in hurry or facing a crisis of some sorts, he can forego the long wait in call center queues and instead use any other contact center channel. Integration of Live Chat support into a contact center process or a social media response team can alleviate customers’ grievances quickly by offering the right resolution in quick time.
Address the problem in its infancy
There are times when customer procrastinates about calling support via phone for one reason or another. But, when a company provides multi-channel support via contact center services, customer is able to make contact faster than in cases where call support is the sole mode of support. Hence, the resolution of query is expedited and the time of suffering is cut down considerably, which leads to improved customer satisfaction levels.
Outsourcing Contact Centers: Focus on Pivotal Points for Best Support
If you want to overhaul your call center or want to run a contact center from the very beginning, then it is important to look for these functionalities in your vendor before outsourcing contact centers services:
1. Cloud-Based Contact Center – Cloud-based contact center services can be deployed and implemented quickly. It comes with better security and lets you standardize your services as per the global standards. It is much more flexible than on-premise contact centers as agents can work at a time of their choice and from any place they want (only a secure and reliable Internet connection is required for agents to connect).
2. Self-Service Platform – The new-age users prefer to find solutions to their own problems whenever it is possible. Therefore, it is a good practice to look for a contact center with self-service platform that gives customers an option to resolve their own product/service related issues.
Exceptional CRM and Contact Routing Functionality – As customers can contact from any platform, a contact center needs to have a state-of-the-art CRM solution that serves as a centralized platform for all customer contacts. Also, the call, chat and email routing should be streamlined, so that the customers are able to reach out to the right level of support and to the right agents, every single time.
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