Contact Centre: The Modern Avatar of Traditional Call Centres
As per the recorded history, the concept of subcontracting a business process to a third-party vendor first arrived in 1950s-1960s. Though the concept was fairly old, it gained popularity only during the 1990s when the world witnessed the advent of internet and along with it the rise of globalization. The wide acceptance of internet fuelled the globalization movement. As business organisations and people started using internet in their day-to-day life, it started changing the way how business and people communicated among themselves and with each other.
Normal telephone calls got replaced by internet calls. E-mail took over the place of conventional mails, telegraphs and postcards. Not only this, but the world witnessed the rise of altogether a new reign of social media, a virtual platform over which people connect with each other and share their views and information. The constant evolution in the field of technology compelled business organisations and industries, irrespective of their sizes, to change. Those who adopted to these changes surfed through the stiff competition that this evolution has brought with it. But, those who showed resistance were completely wiped out of the business landscape.
The outsourcing industry was one such industry that embraced the changes that were bought by the advancements in the field of information technology and communication. This was one industry that has kept on evolving since its advent to the present day.
Over all these years of technical evolution, one function that has leveraged the benefits offered by advancements in the field of technology and communication is call centre. In outsourcing industry, call centre is defined as a facility especially set-up for monitoring and managing all call related functions of a business. These functions include, but are not restricted to, call answering, offering customer care and support solutions over telephones; telemarketing, which includes lead generation and appointment scheduling; and order taking. Conventionally, all these services were provided via telephones. However, the unending popularity of internet overhauled the way how organisations operated and conducted business.
Advancement in the field of technology brought with smart phones that gave consumers an instant access to internet, which enabled him to connect with his choice of brand from anywhere and at any time that he wanted to connect. To keep up with the expectation of such modern day consumers organisations started facilitating their customers with easy options and different platforms where they can establish instant contact with the organization. They are providing customers with the opportunity to connect with them through the medium of their choice at any given time and from any given place. Earlier, when organisation offered customer and technical support over telephone, they would outsource the functions to call centres to manage and monitor the operation of the process. But, nowadays as orgnaisations have started providing omni-channel support to customers, they have started outsourcing their functions to contact centres that are adept at providing multi-channel support.
There are not much of a difference between a reliable call centres and a contact centres. Contact centre is a modern version of conventional a call centre that in addition to taking care of all call related functions of a business organisation manages and monitor customer care and support function over different channels of interaction.
As outsourcing call centre function was deemed cost efficient and beneficial for a business organisation, so is the case with outsourcing the customer care and support function to a contact centre. It not only allows an organisation to reduce its operational cost but, allows it to…
…Provide round the clock support to its customers.
…Be flexible and scalable.
…Mitigate risks by instant access to latest tools and technology.
…Improve customer experience and satisfaction rate.
An organisation that can leverage all these benefits offered by a contact centre is destined to grow by leaps and bounds.
Normal telephone calls got replaced by internet calls. E-mail took over the place of conventional mails, telegraphs and postcards. Not only this, but the world witnessed the rise of altogether a new reign of social media, a virtual platform over which people connect with each other and share their views and information. The constant evolution in the field of technology compelled business organisations and industries, irrespective of their sizes, to change. Those who adopted to these changes surfed through the stiff competition that this evolution has brought with it. But, those who showed resistance were completely wiped out of the business landscape.
The outsourcing industry was one such industry that embraced the changes that were bought by the advancements in the field of information technology and communication. This was one industry that has kept on evolving since its advent to the present day.
Over all these years of technical evolution, one function that has leveraged the benefits offered by advancements in the field of technology and communication is call centre. In outsourcing industry, call centre is defined as a facility especially set-up for monitoring and managing all call related functions of a business. These functions include, but are not restricted to, call answering, offering customer care and support solutions over telephones; telemarketing, which includes lead generation and appointment scheduling; and order taking. Conventionally, all these services were provided via telephones. However, the unending popularity of internet overhauled the way how organisations operated and conducted business.
Advancement in the field of technology brought with smart phones that gave consumers an instant access to internet, which enabled him to connect with his choice of brand from anywhere and at any time that he wanted to connect. To keep up with the expectation of such modern day consumers organisations started facilitating their customers with easy options and different platforms where they can establish instant contact with the organization. They are providing customers with the opportunity to connect with them through the medium of their choice at any given time and from any given place. Earlier, when organisation offered customer and technical support over telephone, they would outsource the functions to call centres to manage and monitor the operation of the process. But, nowadays as orgnaisations have started providing omni-channel support to customers, they have started outsourcing their functions to contact centres that are adept at providing multi-channel support.
There are not much of a difference between a reliable call centres and a contact centres. Contact centre is a modern version of conventional a call centre that in addition to taking care of all call related functions of a business organisation manages and monitor customer care and support function over different channels of interaction.
As outsourcing call centre function was deemed cost efficient and beneficial for a business organisation, so is the case with outsourcing the customer care and support function to a contact centre. It not only allows an organisation to reduce its operational cost but, allows it to…
…Provide round the clock support to its customers.
…Be flexible and scalable.
…Mitigate risks by instant access to latest tools and technology.
…Improve customer experience and satisfaction rate.
An organisation that can leverage all these benefits offered by a contact centre is destined to grow by leaps and bounds.
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