Call Centers and Contact Centers

How do you know if your business could benefit from Call Center or Contact Center technologies?

All businesses are challenged today by leveraging the right solutions in order to make their business operations more efficient. A lot of times businesses throw more labor at a problem that enabling a simple solution can help resolve. Improving operational efficiencies is a top goal of all businesses in order to reduce expenses, provide better customer experience (CX), streamline workflows and improve bottom line.

Any business can benefit from leveraging call center or contact center technologies no matter big or small. Here are some common scenarios we run into and how leveraging a call center or contact center solution can help.

Reception and Cashier Positions:

For some businesses, the reception position is key to providing a warm greeting as well as helping prospects and clients to get to the right destination. Identifying a number of secondary resources who are capable of helping these roles can allow for easy overflow during peak times as well as less customer frustration. Since these are high volume positions its critical to provide a high level of service and allow these individuals to take schedule breaks while having the proper coverage.

Hiring More Customer Service Reps:

All businesses are faced with providing excellent customer service; however, are challenged by truly understanding the Customer Experience (CX) and some of the frustrations that prospects or current customer go through when calling into your business. Managers are very quick to ask for additional staff to support peak periods and/or simple needing other hands to help pickup inquiries. Empower your managers to effectively hire by providing better metrics and analytics to make the right decision. Classify calls more effectively. Connect callers to the properly skilled agent within your business in order to get quicker help versus being bounced back and forth.

Reducing Wait Time and Abandoned Calls:

Aren't frustrated callers the worst? The longer that callers must wait, the more likely they will be unhappy or potentially hang up and call one of your competitors. Identifying the Customer Experience (CX) can help your business make the right decisions on leveraging solutions that can help. Better classifying your calls as to why callers are calling is important to better route calls to the right group, person and/or self-service options. This not only reduces wait times, but it improves utilization of your staff. Skills based routing allows you to assign certain skills to your agents to allow calls to connect with the right person quicker. How many times has a caller called back within an hour and had to re-explain themselves to another worker? This is frustrating for both the caller and the agent and simply is inefficient use of time; whereas, automated systems allow connect to the last agent automatically.

Juggling Email, Fax, Phone, and Web Inquiries:

Typically, the same customer service representative is responding to everything which can include web forms, web chats, instant messages, faxes, phone calls, and/or emails. Leveraging technologies that can help centrally manage and monitor multichannel and omnichannel communication is extremely important if your business expects the same customer service rep to respond to all inquiries. By leveraging an omnichannel contact center, you can intelligently assign roles or skills to agents to ensure proper workload is distributed evenly and fairly. In addition, you can manage these multiple forms of communication in a more real-time manner. Lastly, this allows managers to see true workload as it provides reports of all communications.

For More Information:

• What is a Contact Center?
• What is a Call Center?
• What is Omnichannel Contact Center?
• What is Customer Experience (CX)?

To learn more about call center and contact center providers, contact the Converged team (sales@convergedsystems.com) or give us a call at (877) 598-3999. Choosing a call center or contact center solution can play a key role in optimizing performance and productivity for your business. Let Converged Communication Systems provide the best-in-class solutions and support for your business today.