A contact center could be a relatively new term for some as we got used to call centers. However, these terms are not interchangeable. Both these business units serve as an organization’s direct communication tool for their customers.
A call center handles voice calls, specifically inbound and outbound. Call center agents are also called customer service representatives that cater to customer inquiries. A contact center on the other hand makes use of several communication channels in performing its services. Apart from handling voice calls, contact centers also make use of email, live chat, social media, web, and other messaging applications. Contact center agents may also handle telemarketing, debt collection, and billing.
Both these business models can be within the organization (in-house) or be subcontracted to an outsourcing provider.
Importance of good customer service experience
Good customer experience plays a big role in the contact center’s efficiency. A positive customer service experience will most likely lead to a purchase. As stated in a recent article published in Forbes, customer-centric companies are 60% more profitable than other companies.
Customers will most likely make transactions with businesses that are able to provide high customer engagement. These days, a customer will also likely interact with companies whenever, wherever, and how they want to. Maintaining a loyal customer base should always include letting customers feel they are cared for.
Tips in improving your contact center services
Improving customer experience should always be the goal for contact centers. As for business owners, here’s what you can do to boost your contact center experience:
Be able to interact with how and where your customers want to.
Whether it is through email, phone calls, SMS, or social media, make sure that your customers can reach you through different channels. Familiarize your agents with the proper use of each platform, how to interact, and what tone to use on each interaction.
Request for customer feedback.
You can do this by asking your customers to fill out a short survey or by asking your customers for some feedback after every call. Let your customers know that you are listening and that their voice matters.
Improve your emotional connection with your customers.
Customers would want to transact with businesses that know and understand what they want. You can enhance your emotional connection with your target customers by implementing loyalty rewards for your returning customers. In addition, you can provide discounts on specific purchases or even free upgrades for loyal customers.
Focus on each customer journey.
Pay attention to each customer journey. Base how you interact with them on where they are on each journey. For example, new customers should have a more personalized interaction with your contact center representative.
It is also important to note that a good contact center experience always starts with each interaction your customers have with your agents.
