A contact center or call center is a central facility that provides an organization or company with a single point of contact for all its customer service needs. These days, the contact center is a key element of a well-orchestrated business strategy. A good call center should help your business handle customer inquiries, manage your sales pipeline, improve conversions, and provide better customer support.
But how do you find the right contact center? Here are some tips to help you get started.
1. Tips to help find a good contact center for your business
So what should you be looking for when you’re searching for a contact center for your business? Here are some things to keep in mind:
- You want to find a company that understands the needs of your business
- You want to find a company that has a proven track record of providing great service. You want to find a company that can provide touch points on social media channels to engage your followers in a conversation with them As a business owner, there are a few responsibilities that you have to fulfill. In this day and age, it’s especially important to stick to these two things:
This is probably the most important thing for companies to emphasize when searching for a contact center partner. Your business needs to know that you’re devoted to giving them the best in quality, customer service, and technological support.
Depending on the size of your business, this process can be time-consuming. It takes some dedication to pick out a company and find the right fit when working through a huge amount of possible candidates.
The sole purpose of conducting an initial contact is to determine if the company is a good fit for your business. This will help you narrow down the pool of candidates when you go through the selection phase.
Some of the basic questions you can ask a company include:
- How long do you want to partner with us
- What are the general types of support we can provide for your business
- How big will we need to grow to be successful
Understanding your business goals and objectives is a concept that can be tough to wrap your head around. However, just like starting a business, the first step is becoming aware of what you value the most.
Thinking about these three key objectives as part of your business plan can help you define the goals you’d like to achieve, and hopefully, your ideal partner can help fulfill them.
2. Why you might want to use a contact center for your business
If you’re looking for a way to help your business grow, you might consider using a contact center for your business. Contact centers help you manage the people that call you, the people that email you, and the people that reach out to you on social media. A contact center is essentially a whole building full of smart people who can answer your customer service and marketing needs in a helpful approach to anyone and everyone who summons your help. It can be as simple as setting up a phone number for your business, writing an email template that answers your most common questions, and hiring a social media specialist to create the perfect Twitter account or Facebook page for your business.
However, like everything else in business, there are pros and cons to working with a contact center. Let’s look at what professionals should know to help you and your business win the day.
Work with a person who is certified or has a specific set of experience to help you and your business. For example, many major cities now have contact center reps who can help businesses get online and stay online.
They can go over basic details, like which software programs are compatible with which devices and which phone numbers to add to your website and social media pages. Other reps specialize in helping stave off customers’ online “replenish for” requests that you might be getting from people who are seeking updates on their favorite TV show or catching up with some old coworkers.
Make sure you hire someone who can handle your business during your bumpy round of seasonal changes and other major disruptions to the internet. A well-run contact center will answer as many questions as possible and handle as many issues as possible in a timely manner. At the very least, you want to ensure that your website and social media pages answer as many questions as possible for anyone who dials in.
3. The importance of using an outsourced contact center
Having a contact center in place allows you to be more flexible with your time. You don’t have to be tied to a desk for a 9-5 workday. You can be working on your business rather than working in your business.
- The importance of hiring the right people.12% of your gross sales can be attributed to the communication skills of your employees. If you are a service-based company then make sure to hire people with communication and critical-thinking skills. The chatbots are becoming more intelligent, but it’s almost as easy to train your chatbot to do a job for you as it is to train your employees to do a job. In fact, 66% of surveyed call centers did not provide customized services to meet customer needs. People just want to chat with a human.
- Convenience will always win in the online space.
Communication is becoming more and more difficult. Online shopping isn’t just a struggle anymore. Shopping requires creativity, speed, and an online presence. You are forcing your customer to make a decision regarding their time and/or money.
68% of organizations that offer online offerings have experienced at least a 20% revenue drop in the past 12 months. Eliminate waste at every step. With how time-consuming it can be to order something online, it’s probably better if you don’t offer it.
Also, call centers can be inconvenient. So make sure to focus on your phone. Many customers prefer to chat online, rather than trying to call a business’s customer service line.
This is ultimately what makes the company’s life easier. If business owners focus more time on interacting with customers, it translates to more deals closing and more business for the company.
Intending to give back to the world, it’s worth strengthening your relationship with business owners. By waking them up a little, you’ll make them trust your brand. A nice side effect is that you’ll also make an impact on the world in exchange.
4. The benefits of using a good quality contact center
The contact center is the single most important thing for your business. A lot of companies don’t realize how important it is to have a good one in place and how much it can affect your business. Some people think that a contact center is just there to handle the calls but they don’t realize how much more important it can be.
If there’s a competitor or even a disgruntled customer calling your company, your email or phone number is treated as an extension of the contact center so that everybody knows where to right-click to recover their message. Your location data is recorded when you call your company to enquire about a seemingly unhelpful member of your community or to complain. By keeping all of your contact data on email servers, it is available to every person that you have ever had a conversation with. Phone numbers are more personal than email but the same pool of data can be harvested from every phone call. And most people don’t realize how much personal data companies collect from their customers.
Through a simple search, all of your customers’ information can be found just by entering their names.
Most of us would be shocked to learn that Google tracks right down to their searches and they know that we shop on Amazon because we have an Amazon.com email address on our account. The browsing habits that are revealed include where you go, how far, what websites you visit, and what products you purchase.
The methods are endless. Google has even purchased a full-time employee dedicated to hunting down your personal information.
“We’re on average tracking some 90 million people worldwide each day, to understand their needs and their preferences so we can tailor our products to meet those needs.” — Spokesperson for Google
Facebook also knows a bit about us. There’s nothing worse than being left surprised when you log into Facebook and you’re greeted with your real-life address. That’s right, your REAL NAME. Nobody notices until they click on the link and see your home address change to a fake one.
5. How to choose the right company and how to maintain it once it is up and running in your office
If you are not sure whether to hire a company or do it yourself, here are a few things to consider when making a decision:
- What are your goals?
- What is your budget?
- What is your timeline?
- How long have you been doing your thing?
- What have been your results?
- What is unique about your value-add?
- What are the company’s strengths?
- What are some of the challenges that you face in your work?
- What is a company-specific pain point?
- What can a customer tell you about their experience with your company?
- What have been some of the more successful examples of your business?
- What are some of the more problematic cases?
- If you had to summarize your company’s strengths and weaknesses, what would it be?
- What would be some key success factors that define you as a leader?
If you know that you need someone to do something soon, you may hire one of these companies. Taking on this kind of responsibility gets them up and running with few if any issues, so why not? While this is true, consider the fact that this person may not need to be responsible for their pieces for long, crucial projects like a new website, they may only be working on a smallish project for several months. Additionally, if you give a company that specializes in finding low-cost marketing campaigns time to do it, you may be allowing their company to go under and receive significant client refunds. So take your time to consider the situation and make your decision that fits your budget and timelines. Also, if you know that hiring someone for a critical project is necessary, I would recommend that you work with an experienced team who can have inputs from several departments so that you can be sure about who is in charge of what.
While finding a good contact center can be tricky this article has provided some great tips to help make finding a quality contact center much easier. If you actively searching for a contact center, well congratulations you’re actually on a contact centers website right now! MySource provides quality outsourcing services and contact center functions to help your business get more done for less.