To Build a World-class Contact Center

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Are your customers experiencing lost calls, abandoned calls, missed calls and dropped calls?– You’re losing a lot! Without valuing phone calls and properly attributing them, you could be missing out on revenue and opportunities – no matter how great your product is. Phone calls to your business represent revenue and opportunities. The value may not be that high in every case, but that bad telephone experience is still potential lost revenue and opportunity for every business, including yours!

By providing a service that goes beyond the customer’s expectations, improves satisfaction and produces a solution as quickly as possible. A world-class customer service contact center offers customers efficient and effective technical support, customer service and sales assistance. 

Difference Between Call Center and Contact Center

A call center is a customer service operation that provides sales and service support through inbound and/or outbound phone calls while contact centers use multiple channels – typically, contact centers include agents who handle omnichannel customer support including calls, email, chat, voice over IP (VoIP) and website support.

Inbound call center – An inbound call center receives incoming calls from customers.  A call is initiated by the customer or prospect and usually, it is used by the following growing industries: healthcare, financial services, retail, insurance, technology and media. Types of inbound calls include those for tech support, sales inquiries, complaints, contract renewals, billing, and more. An inbound call center is important to your business that receives calls on your company’s behalf – that provides customer supper that obliges operators to provide high-quality and professional services to help the customer solve any inconveniences.

While on the other hand, outbound centers call out trying to make sales.

Outbound call center – If you’re looking to develop new growth opportunities for your business then Outbound call center is best for you for getting new customers, to increase sales and to build customer loyalty by providing a better customer experience.  Most companies in the following industries use outbound calls: tourism businesses, Insurance companies, banking & financial services, telecommunication companies and commercial real estate. In contrast to inbound call centers, outbound call centers tend to make more calls than they receive. Common types of outbound calls include telemarketing, market research, direct mail follow-up, lead generation and cold calling.

In a blended contact center, agents can take incoming calls and make outgoing calls as well. 

Blended call center / Contact center – Any call or contact center which enables its agents to make outbound and inbound calls along with dealing with customer concerns across multiple channels including calls, email, chat, voice over IP (VoIP) and website support.

Over the years, contact center solutions became more robust and feature-rich, businesses saw the value of the blended contact center – because it provides great impact on agent’s productivity, the quality of service increased, improved customer satisfaction, increased revenue, real time and easy monitoring, improved sales and customer service. The primary industry of contact centers worldwide was financial services, closely followed by technology, media, and telecommunications.

Plan to make a switch or plan to build up?  Transform your customer engagement with these tips. Here’s how to build a contact center.

Four Ways to Build a World Class Contact Center

  1. Planning fundamental and utilize Workforce Management tool (WMF).

Start your contact center through research and planning strategy: Identify and maximize technology, execution, and measurement. Setting up a contact center for your business is an investment of both time and money. Find the right software and tools and decide on your budget. Build and train your employees. To facilitate and monitor your team’s productivity, employee schedule and leaves – choose the right workforce management (WFM) software that is designed to manage all operational, payroll & legal components of working with contingent workforce.

Key Benefits of Workforce Management Software

  • Cost reduction by Optimizing staff schedules 
    • Increased productivity
    • Minimize financial: Regulatory or legal action brought against by the employees
    • Improve employee morale and reduce churn rates
    • Automate non-critical labor activities
    • Maximize skill usage
  • Set goals that align with company objectives.

Communicate clearly with employees and set goals that align with company objectives. The key to well-informed employees is communication. Define areas of responsibility and decide what you need to measure – with the right tools and appropriate feedback, employees are motivated to achieve specific goals. Goal Setting is an easy way to keep your employees motivated in your workplace. It boosts employees’ morale and improves job satisfaction.

  • Engage and equip your contact center employees to use an omnichannel solution

Empower your employees to be authentic and relevant across the channel – invest in training. An omni-channel solution combines all digital and physical customer touch points into a single platform – including online, mobile, point-of-sale, call center, social media and print to deliver a seamless customer experience. Employees who are well-trained and well-informed to multiple channels can provide employees with a comprehensive skill set and they are more likely to align with the organization. It will help employees to deliver customer support services at any touching point: calls, email, chat, voice over IP (VoIP) and website support.  On the other hand, these multiple channels will boost your customer engagement wherein customers can choose where they can communicate with your company – that delivers a unified customer experience whether it is on mobile, web, or in stores.

  • Utilize contact center analytics software

Adopt the contact center analytics software to improve business performance – allow companies to analyze customer behavior across touchpoints and provide insight into real-time detailed performance information. The goal of contact center analytics is to help you analyze customer data and understand key metrics to uncover actionable insights on how to improve customer experience, how to retain future customers, how to identify high value customers and will guide you to interact in proactive ways – it enables organizations to make data-driven decisions and gain deeper insights on market trends, customer preferences, and key business activities.

Invest in the right platform and solution – Workforce Management tool (WFM) and Omnichannel Analytics solution in place – will make a big impact on your contact center to provide seamless and world-class customer experience. LG Talk provides a range of solutions that will help your business not only succeed but save on expenses at the same time. Learn more by contacting our support team today!