A contact center is a great opportunity to use positive customer interactions as a way to build your brand. A successful contact center allows your agents to form meaningful connections with both customers and leads. However, you need to understand the tools and possibilities of a contact center if you want the technology to work for you. If you don’t use it to it’s full potential, you can’t expect success. Here’s how to take advantage of your contact center to benefit both your business and your customers.
Call Recording Technology
Call centers (along with many other businesses) incorporate call recording. It’s a good idea to use it in your contact center as well. Call recording is a great way to create call logs that can help you improve upon your quality control and training. Fortunately, adding call recording is easy to accomplish in today’s modern business world. It is also simple to organize and reliable.
If you have a contact center, tracking call metrics is more important than it is for other businesses. After all, your employees are hired largely to take customer calls. While it can vary from industry to industry, you want your call durations to not exceed a certain threshold. This can also vary by department and agent, but once you have a good baseline length, you need to watch out for anything shorter or longer. If your agent is on the phone for too long, it may be a sign they have trouble pleasing the customer. Short calls, on the other hand, may be a sign of your advertising finding only weak leads. Either way, viewing call metrics is a great way to identify any potential problems.
Unlike call centers, contact centers can also communicate via web chat, text, and video. Many customers these days prefer to communicate through one of these methods. The great thing is that they are simple to use since they are integrated into the system. Your agent can simply switch back and forth depending on customer preference.