On-Demand Call Center

The call center industry can always be counted on for delivering changes. The changes can be in the form of agent capability, software implementations, mergers and acquisitions, trends in customer demands, business continuity, and others.

 

And as the industry continues to change, it is growing along with organizations are they become larger and global.  Likewise, customers are increasing in number and the need for the call center to function as the primary customer interface continues to escalate.

 

You would be hard pressed to find the traditional call center whose only function is to contact customers via telephone. While these call centers do still exist, they are certainly endangered as the technologically global economy has moved to demand multi-channeled, multi-site operations that can respond to the needs of internal and external customers to drive optimum performance and revenue generation.

 

As a result, many organizations are looking to the multi-sourced call center. This type of environment is designed to match calls to available capacity for any call and any agent without the need for a standard location or technology infrastructure or the reconfiguration of the various call center platforms. Customers using multi-sourced call centers are able to react immediately to changing business conditions while also adapting global call management strategies in real-time.

 

A multi-sourced call center creates an environment where in-house, outsourced, remote and at-home agents can all be a part of one solution. For the organization with operations and customers located throughout the world, this provides for the ability to offer customer service availability 24 hours a day, seven days a week to meet the on-demand culture of the global call center. 

              

When customers can be served anywhere and anytime, their satisfaction level with the services provided increases, even if a problem has occurred. The call center’s ability to respond quickly to a problem is impeded if operations occur only during business hours of a particular country of origin. This causes frustration among customers and the likelihood of defection increases significantly.

 

Customer satisfaction and loyalty secured by the call center is the organization’s ticket to revenue growth. The integration of systems to provide all agents with real-time information ensures that the customer is served properly each and every time. This represents competence on the part of the agent, which is a reflection on the position of the organization.

 

While studies throughout the industry indicate that customer service is the number one priority for call centers around the world, the practice of controlling costs has not become obscure. Organizations continue to search for solutions that will enable it to achieve its customer satisfaction goals while also maintaining costs. Incorporating a multi-sourced call center into corporate strategy has the potential to increase total cost of ownership savings, greatly impacting the bottom line.

 

It is unlikely that the need for the on-demand call center will subside as technology continues to drive the consumer need for everything ‘right-now.’ The multi-sourced contact center could just be the answer to this demand while also addressing the needs of the organization in achieving its call center goals.