Why Businesses need a Performing Contact Center
In a company, you can sell as much as you want, if your customers don't return you will never be able to grow. It is the accumulation that enables businesses to become stable and to prosper. That is why it needs to acquire a contact center that can respond to the needs of those who call in, even before any human gets involved.
What is the difference between a contact center and a call center?
The comparison needs to be made between a contact center and a call center, otherwise we could mislead the readers into thinking that they are both the same. However, they are truly not, as the second one is only meant to receive requests and answer problems that come in through the phone, while the contact center is omnichannel, since it can also handle demands coming in through e-mails, faxes, and other software and applications, such as social media (Facebook, Instagram and others) or text messaging (Messenger, WhatsApp and more). Although they are both communication centers, this is where the similarities end.
Why choose a Contact Center
The answer is simple: We live in an omnichannel world, which companies don't control anymore. The power is in the hands of consumers, as they decide how they will get in touch with companies, and when they will do so. The era where you could only call in from Monday to Friday, nine am to five pm, is long gone. Customers can send in a request at any time of day or night, including during the week-end, and if the company doesn't answer rapidly enough, they will go and look for another business to provide them a similar service that they need. If an e-mail comes into a mailbox of an employee, chances are he won't see it as it comes in. The same is true about social media accounts messaging. But if the firm has installed a contact center, all the channels will be centralized and no messages will ever be left unopened or forgotten.
An automated Contact Center for Total Efficiency
There is only one way to make sure that your contact center is providing perfect customer service to anyone who is trying to get in touch with you, and that is to have an automated system. When a company calls upon a service provider like Aircall to install a VoIP phone system in their office, they provide themselves with the capacity to control all messages automatically. Therefore, if someone writes on Instagram, in the middle of the night, the automatic response system will indicate that the message has been received. It can even answer by itself, if it already knows the answer. Otherwise, it will also send out a message to the employee responsible for the reply, to let them know that they must act, as soon as possible.
If companies don't own a performing contact center or don't keep theirs updated with the latest software and applications, they are bound to fall behind in terms of customer service. That is the one thing no business can afford, in an extra competitive world.
What is the difference between a contact center and a call center?
The comparison needs to be made between a contact center and a call center, otherwise we could mislead the readers into thinking that they are both the same. However, they are truly not, as the second one is only meant to receive requests and answer problems that come in through the phone, while the contact center is omnichannel, since it can also handle demands coming in through e-mails, faxes, and other software and applications, such as social media (Facebook, Instagram and others) or text messaging (Messenger, WhatsApp and more). Although they are both communication centers, this is where the similarities end.
Why choose a Contact Center
The answer is simple: We live in an omnichannel world, which companies don't control anymore. The power is in the hands of consumers, as they decide how they will get in touch with companies, and when they will do so. The era where you could only call in from Monday to Friday, nine am to five pm, is long gone. Customers can send in a request at any time of day or night, including during the week-end, and if the company doesn't answer rapidly enough, they will go and look for another business to provide them a similar service that they need. If an e-mail comes into a mailbox of an employee, chances are he won't see it as it comes in. The same is true about social media accounts messaging. But if the firm has installed a contact center, all the channels will be centralized and no messages will ever be left unopened or forgotten.
An automated Contact Center for Total Efficiency
There is only one way to make sure that your contact center is providing perfect customer service to anyone who is trying to get in touch with you, and that is to have an automated system. When a company calls upon a service provider like Aircall to install a VoIP phone system in their office, they provide themselves with the capacity to control all messages automatically. Therefore, if someone writes on Instagram, in the middle of the night, the automatic response system will indicate that the message has been received. It can even answer by itself, if it already knows the answer. Otherwise, it will also send out a message to the employee responsible for the reply, to let them know that they must act, as soon as possible.
If companies don't own a performing contact center or don't keep theirs updated with the latest software and applications, they are bound to fall behind in terms of customer service. That is the one thing no business can afford, in an extra competitive world.
