Depending on what type of business/company/brand (we’ll stick with businesses as the main term) you own, you might need a different contact center product. Different companies have different needs. It is a must for businesses to understand that, especially on the customer service side of operations.
As customer service is a necessity for every business, ensuring that you have a contact center will be vital. But with that said, you still need to pick the right product for your business to get your money’s worth.
Now, what are the contact center products businesses need? Does the nature of your business require you to call the customers or vice-versa? And finally, how can businesses choose the best contact center product for them?
Below, we will discuss and give you a background on each contact center product and help you choose the best.
Inbound Contact Center
An inbound contact center, as the product name suggests, receives incoming calls from customers. Typically, businesses should choose to have an inbound contact center if their nature of business requires them to receive customer inquiries on your business’s offered products or services.
Contact centers provide the necessary information or technical support the customer needs. In addition, they can accommodate customers that want to order and pay for their offered products or services. An additional services of an inbound contact center includes answering calls from customers who want upgrading and renewal of certain subscriptions from subscription-based businesses.
Outbound Contact Center
An outbound contact center, on the other hand, makes outgoing calls coming from the business to its customers. The ones who usually run outbound contact centers are the sales team and are in charge of cold calling (i.e., a sales technique in which salespeople contact and pitch to individuals who do not have a history of expressing interest in their products or services). Outbound contact center services also include generating leads, follow-up on a status of a product or service, feedbacks and surveys for the business to measure customer satisfaction and attain growth and improvement.
Blended Contact Center
The third of the best contact center products businesses can choose is the blended contact center. Two things come into mind when businesses decide to get blended contact services: strong customer support and marketing at the same time. As the name suggests, blended contact centers provide both inbound and outbound services — agents can take incoming calls from customers and make outgoing calls to customers as well.
Businesses that acquire a blended contact center usually do so because they would want to better service and retain their customers. Of course, it comes with its own benefits to businesses. It offers flexibility, trained agents of the highest quality that can handle both inbound and outbound calling, and low turnover rate as this service requires a frequent change/rotation of agents.
Basically, it offers businesses a balance between taking and making calls from and to customers.
Omnichannel Contact Center
As a business, you should know that customers do not like repeating themselves over and over again when they explain issues. Sadly, this can become a common occurrence if you offer multichannel services that are not quite in sync. What happens then is the customer repetitively fills up forms or answers questions — email after email and agent after agent.
Businesses can solve this problem by acquiring an omnichannel contact center. With omnichannel services, your customer can expect that they have a seamless experience across every channel they go through, does not have to exert that much effort on getting their issue/s resolved, and their needs are personalized.
Text Based Call Center
Some customers may prefer only written communication. This is very normal nowadays. Now, people can choose to communicate in writing, especially when they want to communicate with a business. With the text-based call center, companies can communicate with their customers via SMS, E-mail, Webchat and social media channels.
Truly, contact centers, no matter what type, deserve to use the best communication software. As call or contact centers continue to improve, so does Tegsoft’s technology. Has this got your interest? Contact us to learn more.
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