Contact center for companies: what is it and how does it work?
Understand what a contact center for companies is, its functions, main characteristics of the service, when it is worth it and how to outsource.
The evolution in behavior and in the way of consuming and the emergence of new technologies contributed to the evolution of the call center to a new version: the contact center for companies.
That didn't mean the end of the call center, but The new digital consumer expect more agility, integration and no need to pick up the phone to resolve any detail about the products and services you hire.
In addition to satisfying the desire for convenience, the characteristics of the contact center reinforce the importance of the service experience and the need to evolve, adding processes and tools that also improve team performance.
Do you want to know more about contact centers for companies? Read on and check it out:
- What is a contact center?
- What does a contact center do?
- What are the characteristics of a contact center?
- Contact center: is it worth having one?
- Is it possible to outsource the contact center service?
Have a good read!
What is a contact center?
The contact center is a call center for companies that, in addition to telephone support, includes other communication channels - live chat, e-mail, social networks, own application, WhatsApp — which are managed by the same team.
With the digital transformation and the internet, it wasn't just the research and buying process that changed. Online service is also a current need and one that companies must offer, since customers use these channels.
What does a contact center do?
There is common confusion between call centers and contact centers for companies, as both are service centers. But then what's the difference?
The contact center for companies makes and receives calls and, in addition, also answers customer requests via live chat, social networks, emails, SMS and even voice messages.
While in the call center the action is 100% centralized on the attendants, in the contact center, employees have the assistance of automation technologies that help create processes that allow self-service, such as chatbots, for example.
This facilitates the creation of a more dynamic and accessible service structure, in which simultaneous calls are resolved, even without the direct participation of the attendants.
Also read >>> Chatbot in customer service: benefits, challenges, and how to use.
What are the characteristics of a contact center?
The main characteristics of a contact center for companies are:
- reliable service platform: integrates and improves processes and guarantees the security of customer information;
- focus on the user: the usability of the platform improves every point of contact that the customer has with the company;
- trained attendants: service platform systems are intuitive and easy to learn, which makes decision-making easier for both customers and staff.
- scalable technology: the platforms that adapt and adjust as the company's service needs also evolve.
As can be seen from the characteristics, the operation of the contact center is based on technologies. With a service software, to which every team has access, processes are implemented, the knowledge base is set up, channels are integrated, self-service options are configured, and others.
The objective is offer a complete experience for customers, allowing them to communicate with the company wherever they prefer, according to their needs.
Contact center: is it worth having one?
The contact center for companies is a way to modernize customer services and meet the behavior of today's consumer who prefers to solve everything by cell phone and preferably by sending a simple message.
Below are some criteria that may help you decide if it is worth adopting this service model. Check it out!
High costs with service solutions
Maintaining a call center requires several expenses such as line subscription, equipment maintenance, call fees, staff payment, etc. If these Are costs weighing on the budget, it's worth planning the transition to the business contact center.
Customer complaints
Another sign that the move to the contact center is worthwhile are the feedback from customers themselves about the lack of more contact options. Offering more service channels means more convenience, especially if each one is configured correctly and aligned with knowledge base.
Slow and decentralized service
Your team spends valuable minutes finding customer information, as they have to Search in several different locations? This slowness probably shows up in the customer satisfaction assessment. The contact center for companies helps to securely store and integrate data, expediting the resolution of calls.
Negative satisfaction ratings
Os service indicators such as customer satisfaction, NPS, CSAT, and others may also indicate that service needs to be improved. Then, analyze the main complaints, suggestions, and needs that your customer profile has and evaluate how a contact center for companies can meet them.
Unproductive team
O team performance it's also a sign that it may be worth migrating to the business contact center. If the processes are confusing, manual, and difficult to execute, the attendants are unable to be productive. By offering a more dynamic work structure, these results can evolve considerably.
Is it possible to outsource the contact center service?
A customer service outsourcing it is a viable alternative that many companies are already using to improve their processes.
According to the report of”Global Outsourcing Research” from the Deloitte consultancy, 93% of companies have already adopted or are considering implementing cloud-based solutions and 72% of them have the same objective in relation to the implementation of robotic automation (RPA) processes.
The main thing is to find an experienced supplier in the area that offers a solution that meets the needs of your business and enhances the results achieved.
A Cloud Humans It is a company specialized in customer service and works together with companies to ensure that their service processes are fast and assertive.
Our team accesses the customer's helpdesk program and mirrors the ticket structure so that the new team of attendants can reply to received messages.
Cloud Humans also performs periodic audits to ensure the quality of the answers and the alignment with the customer's processes.
Do you want to know more? Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.