What encompasses a contact or call center? If you talk to customers every day, solve customer issues, manage inbound requests, communicate using e-mail, text messaging, live chat and social media then you would definitely benefit from a call center.
There are many important features to a contact center, but here are a few that are critical.
Voice over IP (VoIP)
VoIP technology is a vital aspect for modern contact center operations. VoIP solutions have numerous benefits, including lower costs such as fewer phone lines as well as more free space with fewer wires and less hardware. Agents can use their smartphones or computers to answer calls from anywhere! You simply need an Internet connection. Because of VoIP, both internal and external processes and interactions are more streamlined and connected.
Nuts and Bolts of Call Center Capabilities
A contact center’s main function is call efficiency. It allows managers to listen in and “monitor” employee phone conversations with customers, “whisper” discreetly to the agent during the conversation and “barge” into the call itself if additional insight or help is needed. These features enable supervisors and executives to experience and track in real-time the quality and effectiveness of these calls and interactions, ultimately increasing productivity, customer satisfaction and revenue.
Reporting – Call History
Reporting and performance analytics features are becoming increasingly essential for contact centers and organizations to better analyze their business and manage their teams in the most effective way possible. Performance insights, such as detailed call history for both inbound and outbound calls, give management visibility into team member’s strengths and weaknesses, which can provide context when making staffing decisions. The data is available in real time and in multiple forms, including call queue reports, agent detail reports and dialed number statistics.
The “Social” Game
Customers frequently bypass the call option altogether and go directly to social media channels. To stay ahead of the game on this, contact centers/businesses need to have the proper platform monitoring tools in place. These online interactions sometimes are a bit touchy as some folks use social media platforms to air complaints or issues. It is vital to monitor you company’s social activity to ensure that issues are addressed effectively as soon as they crop up.
Employees need to know how to communicate effectively and constructively with customers in order to establish trust and good will. Regardless of the customer’s sentiments when reaching out, the right response can turn the conversation into a positive experience and better business.
No matter the size of your company, a contact center can provide customer satisfaction 24/7 and help make your business a success! Visit ACS to download a complete guide to contact centers.