People across the globe are eager to identify the difference between a call center and a contact center. Contact centers are the slow and gradual evolution of call centers relative to the emerging technology and market pull. The idea of integrating VoIP services to a cloud-hosted call center led to a new optimized solution in the form of contact centers.
What is a Contact Center?
A contact center is a centralized office like any call center with additional VoIP telephone services like email, instant messaging, website interface, and fax services. They are aimed to handle customer services as well as managing multiple activities like telemarketing, fundraising, billing services, debt collection, and surveying.
Contact center comprises of omnichannel technology too. It provides a multichannel solution for business that facilitates as many communications channels to their customers as possible. The contact center dialers are crafted to distribute the calls among its agents with different skill sets.
Why are Contact Centers Right for your Business?
The choice of the right customer service center may differ from business to business. However, maximum companies have opted for contact center services to meet the growing demand of the customers. As contact centers are more likely to use cloud services, they are preferred over call centers to ensure better security. In a digital era, consumers expect more digital communication options like email, instant message, and web chats rather than phones.
Nowadays, mobile phone users are cautious about answering unknown or unfamiliar numbers. Henceforth, outbound calling is often ineffective. Contact centers are smart solutions because they provide the freedom to the customers to choose how they want to stay in contact.
1. Proactive Customer service
With new technologies, customer service can go beyond inbound services. Through proactive customer service, monitoring the behavior of the lead customers to solve a potential problem, even before they ask for help enhances customer experiences. The monitoring can be done by carefully listening to what customers are saying and experiencing.
Also, the tools used for monitoring is a valuable source of feedback from customers. The feedback can be in the form of primary surveys through google forms, or through live chats which cater ideas for new product design. Solving the problems through these resources becomes easy and sometimes without the involvement of an agent.
Contact centers, through proactive customer service, guide their customers to opt for a self-service resource or a scalable channel like email or chat.
2. Empowering Self Service
Contact centers enable customer self-service through chatbots and keyword-driven text messaging.
The chatbot is an efficient AI technology that can stimulate a chat with a user via message applications, websites, and apps to provide real-time assistance to the customers. Chatbots can help the customers through their journey from registration to information about the product and finally check, payment, and delivery.
Mobile keywords are shortcodes that are associated with a particular brand or campaign. Whenever a user types such a keyword, the interest of the user is recorded. Further, the relatable information corresponding to the keyword is sent to the customer.
Henceforth, both these technologies contribute to active customer engagement by maintaining the flow of the entire customer journey.
3. Advanced Routing and Call Handling Strategies
Contact centers implement omnichannel technology to compile all the data of the customers across multiple channels into a single optimized channel. As every time the customer connects with the contact center, the customer interacts differently and with a different agent, so, the available data of all the channels are gathered into a single page that can be viewed accordingly by every agent while contacting the customer. It becomes easier to predict the agent the call, message, or the email should land.
Every customer expects a level of service while they approach the customer service desk. No customer likes to define the problems repeatedly while the call is transferred multiple times during the same call request. To avoid such malpractices, smart, and advanced routing strategies is the best possible way.
4. Improved Customer Experience
Better customer service corresponds to improved customer experience. Contact centers are successful in adding a personalized touch to the customer experience through omnichannel technology, advanced routing strategies, and consistent customer service. The root cause of any issue can be detected by monitoring. Contact centers are successful in identifying the problem through efficient monitoring tools and data-driven feedback system.
Continue to Grow
Regardless of the exceptional services you provide to your customers, there always remains a scope of improvement. If we consider the emerging customer demand, an idea of transforming your contact center into a customer engagement center can prove beneficial to create a better customer experience. The transformation will include increased personalization, efficient up-selling and cross-selling, and improved security.