Today's call centers have changed dynamically from those of the past that served only to relay customer messages to a company. Today's call centers, thanks to the number of available technologies, has instead become a critical element in a company's success as it provides customers with services that further strengthen their loyalty and provides them with the support they are looking for.
Changing a call center into a cost
center is possible if businesses make use of available technologies and understand the ways to meet their customer's needs as well as use their contact with the company as a chance to increase sales.
A recent Vendor Seek.com article, "The Call Center: Critical to Handling Challenges and Saving Sales
," highlights the fact that call centers who have begun to implement these changes and technologies have changed the industry from one with a bad reputation, to one with "projected revenues of nearly $26 billion in 2009, up from $22 billion in 2002."
According to the article, it's important to deliver an optimal customer experience every time the customer reaches out. To achieve this, its necessary to not only maintain updated information in a CRM database so companies know their customers and their buying habits, but also to deliver communications that are meaningful. Using CRM software solutions, companies can develop functional and powerful messages for potential buyers and help a company increase word of mouth referrals and overall sales.
Through the use of tools and scripts that help agents know how to best answer a number of different call scenarios, call centers have also become more cost effective and able to maintain lifetime customers which, have proven to bring more value to customers than new ones.
Another option call centers have turned to, to ensure their customers receive service whenever they need it, is call center outsourcing. This is also helpful for companies who don’t have the capital or capacity to operate their own inbound call center.
Before opting for an outsourced call center however, businesses should ensure that the call centers are including technologies and CRM software that optimizes support. This should include recording and analysis software for valuable feedback and organization of customer calls and a multi-tiered support structure to ensure calls are ranked based on urgency and that customers receive the best quality care possible each time.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi