Expectations for customer service have changed over time, thanks to the ever-advancing technology. According to recent statistics, over 56% of consumers say that they have higher expectations for customer service than they did about one year ago. This goes to show how much things are changing in the world of business, and every company needs to follow suit for them to remain competitive.
One of the most effective ways of ensuring that customer needs are met fully is to invest in a modern contact center. Contact center as a service (CCaaS), for one, has become quite popular because of the advantages it has over traditional stations. A proper CCaaS allows you to maximize the value of your investment without actually purchasing and owning the hardware being used. In other words, you only subscribe to software and services that your company needs.
Having this department up and running can have a huge impact on your business, regardless of its size. So, how will a contact center benefit your business? Here are some of the reasons to consider investing in one:
1. To save you money
The success of every business is measured by how much profit it generates within a given time. Among the main factors that contribute to profitability is the cost of operations. How much money does your company use to pay suppliers, employees, and monthly bills? The lower the amount vis-a-vis the total revenue generated, the more profits made.
With that in mind, investing in a contact center will help you save on employee wages. An in-house contact center requires a lot of financial investment, from purchasing the required tools to employing new agents. This can hurt your company’s finances and may trigger a series of losses.
However, outsourcing all contact center related services means you’ll only need to pay for everything once per month, or whichever schedule you agree on. The service provider will ensure that all your customer needs are met and that the consumers are treated according to your company policies. Also, the fact that you won’t have to do any hardware maintenance will save you time and money.
2. To improve credibility
A credible company attracts more customers over time because of its trustworthiness. Contact centers, whether in-house or outsourced, can help improve this aspect. As a small business, you might not see the need of employing professional agents, maybe because you don’t receive a lot of calls. However, as the company grows, it gains more customers, and that means a significant increase in the number of daily inquiries.
When a customer calls your business and is welcomed professionally, they’ll see no reason not to interact with your company again. An experienced contact center agent will know the right words to use even when trying to resolve disputes. This kind of engagement can win your company huge credibility, which is a very crucial factor in the current competitive market.
3. To help edge out competition
Inasmuch as technology has improved how companies operate, it’s also one of the main contributing factors to the current rate of competition. Today, every business, regardless of size, can use various innovations to meet customer needs. Therefore, it’s quite difficult for a company to stand out these days by just employing basic technological ideas, like social media.
One investment that could help you compete with the rest in the market is a proper contact center. Many people like making calls in the evening after they’re done with their daily commitments. Unfortunately, many companies close quite early and don’t answer calls past certain hours. With a contact center, however, you can offer customer service 24/7 throughout the year.
Customers would like to feel that they can inquire about anything without any time limitations. Having this as part of the consumer needs you intend to satisfy will score you a lot of points against your rivals in the market.
Call centers, both in-house and outsourced, have become very popular because of the benefits they bring to companies. As a start-up, this might not be your priority because there aren’t many calls to attend to at any given time. However, with time, this is bound to change, and you’ll need the services of a professional phone support team to answer frequent customer calls.
Having a fully operational contact center or outsourcing related services to experts can give your company a much-needed competitive edge. It’ll also save you a lot of time and money, given the fact that you’ll be paying for everything as a package. Once paid, the service provider will take care of the agents and any other expense that comes with it.