5 Popular Modules of Contact Center Services
Customer relationship has remained a topic of discourse for scholars, entrepreneurs and marketing experts, and links between customer satisfaction and customer loyalty has been established in almost all studies undertaken by them at different levels. Of the several practices that are followed to bolster the customer-relationship, contact center plays an important role. Contact center services helps not just in nurturing the existing bond, but in expanding the reach of the business to new customers, i.e. prospects and territories, retaining customers and brandishing a business. Today, almost every business is aware of the benefits and are making subtle investment towards it. Some have even moved towards outsourcing their helpdesk services to specialist customer service operatives.
Contact Center Services are available in different formats. Let’s wade through them one by one.
Whether its presales or post-sales, customer service can be a game changer. A healthy interaction with a customer service representative can change your decision in more than one way. It may neutralize your anger, entice you to take other products and services from the company, upgrade any existing product or service, pamper you to recommend that brand to your friends, or in drastic condition to quit the company and take legal remedy against it. Putting it simply, it helps grab prospects, convert leads, satisfy customers, check churning and consequently contribute towards business revenue and reputation.
With the widespread use of technologies at home or business, technical support has emerged as an industry. Consumers can seek technical support for electronic appliances like computers, gaming consoles, home theaters, routers, etc., electric gadgets, mechanical and engineering products and more. Thus, the contact center services help people to derive warranted performance from their technology investments anywhere, anytime.
This mainly interests businesses. As globalization pushed companies beyond their home territories and technologies continue their dominance, entrepreneurs thought of either establishing an IT management helpdesk or outsourcing their technical support jobs to contact centers. However, investing with in-house IT management appeared bulky and costly. The later one proved beneficial not in terms of cost-effectiveness, but also in terms of availability and response.
e-Commerce is on rise, and if we go by a recent survey, it is expected to reach 1.5 trillion dollar by the end of 2014. Nothing to surprise, that the growth got its momentum with the increasing Internet penetration, and people’s inclination towards gadgets, not to mention smartphones and tablets’ contribution. Thus, consumers have got a new window to shop in a hassle-free manner and the trend revolutionized the order entry which was managed through on-premise accounting or other basic software. Nowadays, it’s administered by contact centers through a cloud based application duly integrated with the enterprise resource planning software of the business. From a single web-based dashboard, businesses can check different processes comprising of presales activities, sales order processing, picking and packaging of the good, and shipping. Thus, they can serve their customers in the best possible way.
Often dubbed as self-service, it serves as an efficient tool for customer relationship management. It helps with reducing the call volume or queries at a contact center as customers can get response to their basic queries in a step-by-step manner through IVR (Interactive Voice Recording).
About the Author
Fonebell Communications Pvt. Ltd. is an India based Communication Company offers affordable business communication system, Call Center Services, Conferencing Services, Call management services and more. For more, please visit http://fonebell.in/
Submitted on: 2014-08-26 00:49:50