Contact Center: A Better Value Proposition for Businesses

According to the documented records, the concept of outsourcing first came into existence in the 1960s. The concept of outsourcing gain popularity with the arrival of internet. From 1960s to 2017, outsourcing evolved with the evolution of technology. During all these years, call center remained one of the most frequently outsourced functions. Earlier, call center was defined as a facility that would take care of the calling related functions like answering incoming calls of customers, providing customer and technical support over telephones, appointment scheduling, order taking, telemarketing and lead generation services etc. All these functions were primarily taken care of over telephone. However, with the advancement of technology, easy accessibility of internet and hand held devices that let a person access internet from anywhere and everywhere, organistaions and customers no longer rely on telephone calls and face to face meetings to conduct business. 

They are using different mediums to connect with each other. Customers are reaching out to businesses and organisations via social media and e-mails to get prompt answers and resolution to their query and concerns. To meet the demanding requirements of customers, organisations are making a presence on omni-channels. Earlier where organisations used to outsource this task to call centers, now they are outsourcing this task to providers of reliable contact center services.

A contact center can be termed as modern day call center. The only difference between a contact center and call center is while a call center takes care of the calling function of an organisation, contact center handles and manages different mediums via which a customer can contact an organisation, which includes telephone, e-mails, chat support and different social media platforms.

As is the case with call centers, contact center services are beneficial for organisations. If an organisation is able to make the most of what a contact center has to offer, it is bound to reach the top of the success ladder.

Nowadays, to meet the demand and expectations of an increasing number of organisations are seeking contact center services that enable them to deliver best in-class customer experience by ensuring fewer instances where calls are transferred, shorter wait times, 24/7 live chat support, prompt response and resolution to complaints and queries that are posted on different social media platforms. Some contact centers offer an option where customers can serve themselves. These self-service options empowers customers to instantly connect with the contact center and get information in real time. Contact center service providers not only give access to latest tools and technologies that are available in the market, but also ensures that the organisations gets access to outstanding professional support.

In today’s competitive business world, more and more service providers who are offering contact center services are hiring experienced professionals and conducting regular training sessions to nurture their soft skills and technical know-hows. They are paying special attention to all these details to make sure that the agents can respond to any complex question and resolve difficult issues and concerns through impromptu communication over different mediums. Efficient professionals who can take care of customer’s concern over different communication platforms assure best customer engagement. 

Customer engagement combined with real time respond and solution to any concern and query is the key to improved customer experience and satisfaction level. To make sure that ever contact center agent is capable of delivering outstanding customer services, contact center service providers conduct training sessions that include industry-oriented training, training related to core business process, technical training sessions and learning sessions that impart knowledge regarding products and services on offer. These professionals are empowered with latest technical tools to provide improved and effortlessly integrated services to provide best in-class customer experience.