It seems as if contact centers around the globe are getting a new lease on life. It wasn’t that long ago that there was talk that call centers in general were a dying breed. Just a few months later and the talk seems to be about how contact centers can become even more successful. Newspapers tend to also be filled with stories about one call center or another opening in a city and creating quite a few jobs for the people who live in that city.
The new topic of conversation surrounding contact centers has recently started to lean more toward finding a way to get better customer service and coming up with innovation in the market. Most of the time, those two changes can actually go hand in hand.
When contact centers look to take innovative approaches to how they do business, they tend to also increase customer satisfaction. One way in which this shows up the most is by engaging in pro-active communications. This can mean anything from retuning phone calls quickly to actually engaging in social media.
Automated announcements are another way to kill these two birds with one stone. That particular approach is going to work better when talking about a contact center that deals with a public agency, such as a power company. An IVR that will allow customers to get information about outages, without having to be on hold for 10 minutes will make customers extremely happy. Extending the use of IVR to other areas can accomplish the same goal. Contact centers just need to make sure that the IVR is top of the line, and isn’t creating more of a logjam than its alleviating.
In order to continue to grow, contact centers around the globe simply need to make sure they are staying ahead of the curve when it comes to keeping their customers happy.
Edited by Rory J. Thompson