Are You Planning to Build A Contact Center?

Are You Planning to Build A Contact Center?

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2022-Mar-07
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The contact center is the most advanced customer interaction tool in the current business world. It is a result of digital time and an upgrade of the traditional call center.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
It will be a chance for enterprises to build an intelligent system to make the most of each interaction with the customer. How does it work? Let's move on.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

Definition

A contact center is a part of the organization that handles customer interactions. A call center will only deal with the phone calls that customers dial in, while a contact center will handle all the inbound and outbound customer communications through all kinds of channels. The channels include phone calls, emails, chat, website, social media, fax, text, messaging apps, etc. A contact center is a thorough customer interaction system with multiple channels, which provides an integrative customer experience. Meanwhile, it can gather customers' performance and interaction data to evolve automatically and upgrade its services gradually.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
The contact center is built to create better interactions with customers. In a competitive business world, serving customers well is a crucial indicator of competitiveness. If you can meet all kinds of customer needs and resolve them timely, you will stand out.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

Two major types of the contact center

1. On-site

All the infrastructure needed to operate is located within the office premises. cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

2. On-cloud

All the infrastructure needed to operate is located in the cloud. This contact center can be outsourced by a third-party provider.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

Three main interaction ways for contact center

1. IVR (interactive voice response)

An IVR system allows humans to interact with a computer-operated phone system by voice prompts or keypad entries. It is designed to provide automatic and timely customer service and increase efficiency and satisfaction.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
The technology behind an IVR system is computer telephony integration (CTI). It can link your phone system to the business apps you are using, allowing agents to perform phone functions, like answering and ending calls, putting calls on hold, etc., from software on the desktop using on-screen controls. cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

2. Two-way texting

In traditional ways, companies send text messages to customers to convey the information in one way without knowing customers' feedback. Nowadays, companies can use the two-way texting method to better communicate with customers and improve the service accordingly.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
Customers can send keywords to the company's contact number, and the texting system can reply to the customer automatically. For example, they can send STOP to opt-out from an SMS campaign or send CONTACT to get the company's contact information.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

3. Chatbots

Another great tool for a contact center is chatbots. Chatbots are AI-based technology that can handle customers' text and voice messages automatically and intelligently. It can work as a supplement to human agents. Together, chatbots can provide a seamless and timely service to customers with human agents. cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

How a contact center helps the human agent

1. With a contact center, it is easy to monitor the data of both the customer and management sides. It can help the contact center manager to streamline the process and identify the most efficient and less efficient parts to make good hiring decisions.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
 cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
2. Automatic tools like IVR and chatbots can handle basic customers inquiries, leaving human agents time to handle more critical and complex customer problems, increasing the customer service quality.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
 cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
3. With a cloud-based contact center, some providers can integrate the contact center into different business apps, for instance, CRM ( customer relationship management) software, or other self-developed apps. After integration, the function of the contact center will be stronger.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
 cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication
4. A contact center can provide different channels to communicate and interact with customers. Eventually, it is better to let customers choose a preferred way to contact you. The contact center can provide enough channels for customers so they don't wait too long to get feedback. cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

Use cases of contact center

1. Account status

When customers have issues with their accounts, they would reach the company through inbound calls or texts. For example, issues of account balance or other account benefits. cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

2. Logistic status

This is another important field that customers are concerned about. They want to be updated with the current location of their logistics. The contact center can fulfill this expectation by sending notifications constantly. cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

3. Pre-sales and marketing activities

Human agents in the contact center can provide pre-sales service to customers. It is natural to recommend a new product or proposal when handling customer complaints. With multiple channels, it is easy to conduct marketing activities and reach different customers through channels they prefer.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

4. Surveys

The contact center can also conduct surveys among customers to improve service. It is convenient for the contact center to do so with data analyzing capacity.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

5. After-sales service

Handling all sorts of customer problems after sales is a regular job for the contact center.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

Conclusion

Before, building a contact center was deemed as a cost to the company and valued by few. With the development of digital time, the contact center gradually becomes a revenue generator. Customers love the experience they get from a contact center system. As a result, they make a purchase decision.cBiSMS Service, A2P SMS, Global SMS, BUKA Cloud Communication

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