If phone calls are the main method of communication between businesses and customers before, today there is email, SMS, and social media. With these innovations, any call center company can ably deliver diversified contact center services across different platforms.
You may think that maintaining a team that rotates 24/7 to accommodate calls is enough to maintain good customer communication but dedicated contact center service providers are called “dedicated” for a big reason—they invest in technology that streamlines the communication process and greatly improves customer experience.
Contact center service providers have various sets of communication media they use. Unlike typical call centers which use either only PSTN (Public Switched Telephone Network) or VoIP (Voice over Internet Protocol), contact center service providers have VoIP telephony in addition to email, chat, fax and interface. Call centers are capable of handling customers through phone calls but contact centers are able to connect to their customers even through Facebook chat.
It is also easier and cheaper for the interested stakeholders because you afford them the flexibility of choosing how to contact you through a method that they prefer. Not only are you retaining loyal customers, you are also encouraging potential ones through ease of access.
But having a variety of methods to get in touch is just half of the customer-experience; if you want loyalty, not only do you have to keep your communication portals open all the time, they have to all be manned by a competent team.
Since contact centers use various communication media and internet, customer interaction is a lot easier and faster. There are different kinds of businesses out there but a small start-up company may benefit from outsourcing to a contact center. If it sounds too expensive for a startup, most contact centers offer reasonable packages so you can maximize productivity with minimum worries.
Even as a partner of a contact center service provider, you get assurance that calls by your customers are handled well. Service providers use a system where you can easily review calls and emails.
Generally, satisfied customers can always be multiplied by outsourcing a contact center service provider that knows how to value their clients’ businesses as much as they value theirs. Call center and contact center are both helpful in business; however, as customers’ needs gradually change and technology continually innovates, why not venture into a more flexible system that will drive you to success and multiply your satisfied and loyal client base?
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