Just a few years ago, contact centers were considered a novelty and call centers were the primary mode of contacting support. But with rapid advancement in technologies and development of new interactive channels, the stock of contact center services has risen greatly. So much so, that they are not considered an additional step, but a core competency for business success.
Why Contact Center Services Really Matter?
You do not have to invest in contact center services just because everyone else is. It is not a passing fad or a brand value enhancer, but has concrete value for businesses. Have a look at some reasons why an enterprise should run a contact center:
Support at the right time
The one thing that drives customers today towards a product is ‘convenience’. Calling voice support and waiting for a few minutes no longer qualifies as convenience. Customers prefer rapid Live Chat support, which can be easily accessed via a pop up on the web browser. Suppose a customer is browsing through your online portal and comes across a product that he is curious about but has some doubts. At that instant, if he has an option to clarify his doubts immediately via Live Chat, he would probably purchase that product. But, if his only option is to call phone support and wait in a queue, then it is likely that he would skip the purchase.
Consolidation of information across channels and access to readily-usable data
Whether you are thinking about outsourcing contact centers or running them in-house, you are making the right move because you are leveraging data. With a multi-channel platform that encompasses social media, Live Chat, email and forum support along with conventional voice support; you get access to vast troves of information. Hence, regardless of the platform customer uses, the agents have access to pertinent information, which they can use to provide a better support experience. Alternatively, the same data can be enhanced in its value with the utilization of Big Data analytics in the form of data mining.
Brand value enhancer
If you already have a call center, then a contact center will be an upgrade, both in terms of support operations and brand value. Customers will recognize your gesture to offer better support and start putting faith in your product/services. For some modern-day customers, a contact center is the minimum requirement for selecting a brand. So, it would automatically help you gain access to a new customer base and improve your revenue.
Amazing Benefits of Outsourcing Contact Centers
For a contact center, you require considerable skills and expertise. But even more importantly, you need a comprehensive infrastructure to support its various facets. Managing all this can be too difficult for a company focused on its core operations. An accomplished vendor can help you run your contact center in an easier way without burdening you with additional complex tasks. Below are some clear benefits of outsourcing contact centers:
Cost reduction
If you are running a New Jersey call center, you can replace it with a New Jersey contact center at the same price if you can find the right vendor. As major outsourcing vendors deliver their services to several clients and have a large base of operation, you can acquire and deploy their outsourced resources at a much lower rate. Therefore, they are able to provide you services at a lower renumeration without any compromise in quality.
Access to time-tested skills
Experience plays a key role in the performance of every job. The same is the case with contact centers where experience can be invaluable.
At Vcare, we are an expert with nearly 2 decades of experience in call centers India and contact center work. We have veteran agents in every process including Live Chat, voice calling, email support and social media support.
April 7, 2023
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