With today’s booming contact center industry, the market is not limited any more to the mainstay players. With the increasing possibilities for business sustainability and relevance that outsourcing and offshoring offers, more and more small and mid-sized contact centers are entering the market.
Numerous players in the telecommunications industry try to differentiate their services from one another by offering a variety of price and service plans aimed at gaining a foothold in newly emerging markets, such as these small to mid-sized companies, which currently have the toughest churn rates.
Here are some common goals of contact center organizations, and how technological investments can help:
Improving operational efficiency
A part of a contact center’s day-to-day operations is handling calls from employees that need to make tardiness or absence notifications due to sickness, accident, or some other unanticipated occurrence. Superiors in the office need to receive and relay such emergency calls promptly to HR or the appropriate department so that schedule and task reassignments can be made.
If signal reception in the office is defective, some of these calls wouldn’t be able to get through and can result in unaddressed workforce shortage. If superiors are caught unprepared by such situations, this affects the flow of business operations. Deadlines may be missed, designated tasks may be left unaccounted for, and lower service levels may not be adequately made up for.
Avoid such lapses in communication and ensure consistency in your information relay and exchange by having a signal amplifier installed in the office premises. Different frequency needs and locations require different types of boosters.
Getting better FCR rates
Achieving high first call resolution rates is every contact center business’s ideal. But attaining this goal can be quite a leap if research methods take up too much time. Some scenarios include agents switching from one research platform to another in order to find the solution to a multifaceted issue, and this usually results in long holding times for customers.
Streamline your research and fact-finding systems by investing in software that can incorporate your various data collection applications into a single, coherent platform. This more comprehensive and robust system can help your workers cut back on research and fact-finding time, reducing holding periods and allowing for more customer issues to be resolved faster.
Limiting unsavory call support experiences and their negative consequences to company reputation
Customers are now more empowered to post bad phone support experiences through public social media. These open mediums can cause wide scale negative press for smaller businesses and can seriously injure a company’s chances for expansion.
Limit the risks for such a customer relations disaster from taking place by investing in state-of-the-art VoIP technology. This reduces the chances for bad phone support experiences due to signal fluctuations, terrible audio or dropped calls. Having a more reliable data transmission system can spell the difference between giving effective support experiences and customer relations mayhem.
Increasing availability and accessibility
Businesses to which communication is critical, such as contact centers, must be quick to adapt and respond to today’s advanced customer demands. Chances for meeting higher customer standards can be improved through enhancing availability and ease of access.
Heavier call volume in contact centers can overwhelm smaller organizations with lesser number of agents to field and answer calls. Having a good CRM and ACD (automatic call distribution) software can be all the difference a smaller enterprise needs. These systems help significantly in establishing a more streamlined queuing and call prioritization process, allowing agents to focus more on resolving problems and efficiently reducing holding times for customers.
Conclusion
An effective communication infrastructure is the means of support of a contact center. And where effectual, phone-based communication is critical for an organization’s success, conscientious investment in technology for improving call quality is an intelligent and cost-effective practice.
