Then, What Is a Contact Center?
A contact center, also known as a customer relationship center is an entity that specializes in customer management. In other words, it handles all types of possible communication channels between a brand and its customers. This includes, in particular:
- Incoming and outgoing e-mails
- Chats (live dialogue made available on the customer’s site)
- Social media (Facebook, Instagram, Twitter etc…)
- Messaging (Whats App, Telegram)
- Inbound and Outbound calls.
The activities of the contact center therefore consist of:
- Providing information
- Making appointments
- Managing complaints and recommendations
- Providing after-sales service
- Providing assistance (technical or other)
- And placing orders.
The goal of the contact center is to optimize customer relations by distributing calls as well as possible and minimizing waiting times. In other words, the contact center accompanies you in the acquisition and retention of your customers with an omni-channel strategy.
Generally speaking, all contact centers are also a call center, but the opposite is not always true.
What Does a Contact Center Brings to the Table?
1- Generating leads
By improving visibility on all communication platforms, a contact center can identify leads and find new potential customers. From e-mailing to the management of your online social interactions, a business can benefit from a digital contact center multichannel technology.
2- Optimizing prospecting
To identify, qualify and better exploit all leads and multi-channel contacts. A contact center can offer lead management solutions to feed sales teams with projects to concretize, while also simplifying customers’ buying path.
3- Improving the customer experience
Cultivating the multichannel customer experience does more than just to ensure user satisfaction. It also improves brand reputation, increases sales across all communication channels and gets the most out of a customer support and services.
Customer Relation Management vs the Ever-evolving Digital Era
We live in a new era of consumerism. Technology is constantly evolving, communication channels are constantly changing and the consumer moves easily from one channel to another. The number of communication channels is already extensive in itself. There is the telephone for prospecting or receiving requests, mailings, live chats and social media monitoring, to name but a few.
Today, call centers and contact centers need to be able to react more quickly and easily to customer needs. Whatever the means of communication, the information transmitted must remain accessible and available.
Furthermore, customer interactions must be professionally recorded and stored in a CRM (Customer Relationship Management) system. This is a crucial point, in the sense that the collected data can be used to filter performance indicators or KPIs. These indicate exactly how, to whom and how often the information is transmitted. And this is a great added value for customer reporting.
In addition, all contact center activities are professionally recorded and stored in CRM (Customer Relationship Management) systems. On the basis of the collected data, it is possible to filter a large number of KPIs (Key Performance Indicators). They indicate what has been measured, how and how often and to whom the information is reported, depending on service, quality and efficiency. KPIs enable a very precise analysis of the performance of interactions in a contact center and to optimize them if necessary. This is of great added value for customer reporting.
True Omnichanel solutions such as Omni+ from NobelBiz allow businesses to evolve at the same pace as the digital environment. This all-in-one platform allow your call center or contact center to handle any communication channel from social media, live chat, web-chat, phone and more with ease and little effort.
Technological advances have drastically changed the needs of customers and the way they interact with their favorite brands. Today, more and more call centers are heading toward being a Contact center.
However, it is important to define priorities in the choice of a future service provider. Because each call center has its own profile and it may not always have the right human or technological resources to meet the desired expectations.