Nowadays, the customer experience is more important than ever. If your customer service is suffering, your business could suffer as well. However, for many entrepreneurs, there simply aren't enough hours in the day to focus on the ins and outs of their businesses while improving their overall customer experience. This is where a call center can help give you new insights into customer satisfaction. So, where do you get started?

Call Center Basics

Move over, phone banks and rows of contact center agents. New technology has allowed for some innovative, amazing services that allow you to increase productivity and reduce your operations footprint. These include declarative routing, a callback function, and streamlined workflows. This is because, these days, call centers are primarily digital or software-based.

Cloud companies like ServiceNow (News - Alert), in the following example, have made it possible to incorporate a ServiceNow call center into your digital IT workflows. This type of modern service management solution reduces strain on your business while simultaneously improving service health.

Instead of hosting all of the equipment, such as a router and server, at your business, you're able to rely on wi-fi and the ServiceNow platform to increase productivity. Another function of modern call centers is the ability to reduce human input. With pre-programmed menus, AI integration, and a wider variety of customer service management options, you can improve service delivery and frequency and boost customer satisfaction without placing undue stress upon your employees.

The callback function that Bright Pattern offers, in particular, makes it so no lead goes unfollowed. It's a more intuitive way of moderating your operations footprint and can even provide new insights into the service health of your business by showing call volumes, peak call times, and which customer service management tactics are and aren't working.

Setting It Up

So, it's pretty clear that modern contact centers offer some amazing services, right? At this point, you're probably seeing dollar signs add up in your head. What about product costs, maintenance fees, and setup expenses? That's another perk of the service delivery being fully digital.

In the past, you'd have to contact an Internet Service Provider, purchase a wi-fi plan, set up a router (wireless router, mesh router, regular router, too many choices), and configure the function of your firewall and your field service. Now, you can leave the majority of the heavy lifting to the professionals while you focus on customer satisfaction. The only additional expenses are for added benefits.

Want to incorporate an Amazon connect smart speaker into your workflows? That's on you. However, if you're simply looking to get up and running, increase productivity, and improve your service delivery and service health without dealing with all the middleware, it's often as simple as reaching out to a company like Bright Pattern and getting started.

As far as monthly or maintenance fees go, these are often variable and will depend on the unique needs of your business. While it may not seem sensible to pay a recurring fee instead of purchasing equipment outright, it's important to remember that the time you'll be saving on the customer service front translates directly to more leads pursued and more income for your business. In most cases, setting up a call center is a win-win for both your bottom line and your operations footprint.

A Helping Hand

For a majority of business owners, it's simply impossible to do it all. Setting up a contact center is one of many ways you can improve your digital IT workflows without slowing down your business. Thanks to amazing services like the callback function, it's never been easier to keep your finger on the pulse of your business's health.