Your Guide to Effective Contact Center Solutions
Your Guide to Effective Contact Center Solutions
Your Guide to Effective Contact Center Solutions
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Home Page > Business > Customer Service > Your Guide to Effective Contact Center Solutions
Your Guide to Effective Contact Center Solutions
Posted: Nov 26, 2009 |Comments: 0
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The common mode of the call center agents answering calls is increasingly becoming an out of date mode of giving solutions. In today’s Internet enabled world, the customer driven market is no more satisfied by calling call centers. The customer might prefer to reach contact center solutions by email, text, IM, and more. It is no longer promising to keep your customers trustworthy simply by taking calls, and it has become important to be proactive in your way for developing good customer relationship, and also give satisfactory solutions to customers’ problems for breaking a deal.
In effect you need a contact center and you would need to reach out to the consumer market by way of making use of the communication channel that your customer wishes. It is crucial that you do not keep any of your consumers waiting while giving contact center solutions and this means that you should be capable of balancing your outbound and inbound communications. For a good and successful contact center, special considerations have to be given towards decreasing your prices and boosting up your agent proficiency, while taking into account the importance for every customer you have.
Home-based virtual contact centers have risen in the last two to three years. This growth has been in particular leveraged by the immense support that the home agent’s business model has got from the industries. In implementing this business model, there have been many changes made, and there are many business drivers which are pushing this business model towards immense success.
Developing Customer Satisfaction While Keeping Costs Low:
To be competitive, several organizations, from outsourcing to big corporations, have radically decreased costs in giving contact center solutions with shifting their contact centers overseas to countries just like India and the Philippines. This has become much lucrative ever since home agents are much cheaper to retain with an estimated 20% to 25% reduction in costs.
Making Use of Available Technology:
In the past there was a major drawback in communication for the home agents. Now with the availability of Broadband, the problem of connectivity has been resolved to a great extent. As for multi-site contact centers, costs entailing efficiency-draining levels of infrastructure complication has been brought down by the utilization of server consolidations, which has helped companies to eliminate under implementation of hardware so cutting down related expenditures. The use of resource pooling has increased the efficiency of available equipment, and the added business intelligence in offering contact center solutions have further greater effectiveness, there-by improving customer loyalty.
Means of Price Decrease:
The expertise of contact centers are being further enhanced by “just in time” work distribution, with the agent having less vacant time which has raised agent occupancy. This has further reduced staffing costs, with the supervisor having more time to direct and train agents.
Adopting the right business logic can decrease customer wait times, and ensures that calls are routed to the agents having the proper skills, linking the high level customers with highly trained sales associates. Lower wait time may provide guaranteed customer contentment, and reduces call dumping by a great extent.
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Echopass is well known to provide hosted contact center solution. If you are building up a virtual contact center and looking for cost cutting and long term benefits Echopass.com can be a best solution choice.
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Article Tags:
contact center solution, virtual contact center, contact center technology, contact center software
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Echopass is well known to provide hosted contact center solution. If you are building up a virtual contact center and looking for cost cutting and long term benefits Echopass.com can be a best solution choice.
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