Contact Center Technology and Solutions An Easy Guide

Category Technology

The common manner of the call center agents answering calls is gradually becoming an out-of-date manner of facilitating solutions. In today’s world of Internet, the consumer driven market is no more pleased much by calling call centers. The consumer may choose to reach contact center solutions through IM, text, email, and more. It’s no longer hopeful to keep your customers faithful simply by taking calls, and it has become crucial to be proactive in your way for making fine customer relationship, and also provide satisfactory solutions to customers’ problems for breaking a deal.

In fact you want a contact center and you would need to reach out to the consumer market by way of making use of the communication channel that your consumer needs. It’s crucial that you do not keep any of your consumers waiting while offering contact center solutions and this would mean that you should be able to balance your inbound and outbound communications. For a successful contact center, close considerations have to be given in the direction of reducing your costs and adding to your agent efficiency, even as bearing in mind the importance for each and every customer you have.

Home-based virtual sort of contact centers have grown up in the last two to three years. This growth has been especially leveraged by the huge support that the home agent’s model of business has received from the industries. In implementing this business model, there have been numerous changes made, and there are numerous business drivers which are driving this business model in the direction of immense success.

Improving Upon Customer Satisfaction While Keeping Costs Low:

To be competitive, many organizations, from outsourcing to huge corporations, have immensely decreased costs in offering contact center solutions with moving their contact centers abroad to countries such as India and the Philippines. This has become much profitable since home agents are much cheaper to retain with an estimated 20% to 25% reduction in costs.

The Usage of Existing Technology:

In the past there was a considerable disadvantage in communication for the home agents. Presently with the availability of Broadband, the problem of connectivity has been resolved to a great extent. The same for multi-site contact centers, costs involving efficiency-draining levels of infrastructure intricacy has been brought down by the exploit of server consolidations, which has facilitated companies to eliminate under utilization of hardware hence lessening related expenditures. The use of resource pooling has increased the efficiency of existing equipment, and the added business intelligence in offering contact center solutions have further increased effectiveness, in this manner improving customer loyalty.

Ways of Cost Reduction:

The efficiency of contact centers are getting more improved by “just in time” work distribution, with the agent having less vacant time which has added to agent occupancy. This has further decreased staffing costs, with the supervisor having more time to direct and train agents.

Getting used to the right business logic can decrease customer waiting times, and makes sure that calls are routed to the agents having the correct skills, linking the high level customers with well trained sales associates. Lower wait time may provide a guaranteed customer contentment, and decreases call abandoning by a great extent.