How many more people does your business need to reach?
Do you want to reach more people without the usual bottlenecks?
One way or another, your effort will need to include leverage – more in order to reach more people. One question rises to the top as you increase leverage through people or technology: how exactly will you solve the biggest problems of customer interaction and treat customers and potential customers as individuals who matter?
Some businesses build leverage for Customer Engagement by developing a resourceful Contact Center internally. The Contact Center challenges of this strategy include the allocation and management of significant resources for hiring, training, managing people and technology. This approach often works… until it fails to deliver the speed and scale and flexibility you need.
Whichever direction you want to go to scale and launch?
What do you need to consider?
- Are you reaching customers by how they want to be reached, and when?
- Are you providing enough communication channels and notifications?
- Can you communicate with large groups of customers with minimal efforts and – even better – customized automation?
- Can your team communicate reliably and consistently?
- Are you able to operate at scale and speed through ups and downs?
At QCSS, we have helped thousands of firms since 1991 to increase revenues and reduce costs as we become “the secret sauce” to sales & marketing success.
If you are a consultant, executive or other professional that markets or sells products or services, this is the year to learn about scaling with Contact Centers.
A Customer Contact Center is a specialized version of a traditional call center.
Most of the time, a traditional call center is a group of call center agents who provide customer service by phone. Inbound call centers receive calls and outbound call centers make them. Call centers have been used to scale tech support, billing issues, and any customer service support you can imagine – by phone. They often push for quick call resolution to reduce costs and increase productivity – but the customer suffers.
In outbound call centers, callers focus on results such as sales calls, marketing outreach, research, surveys, fundraising, and announcements
A Customer Contact Center is distinguished by its focus on putting the customer first.
Imagine a “call center” and what do you see? People waiting on hold or being routed through endless prompts that keep them from getting what they need. Have you ever had the dreadful customer service experience that most people complain about? In short, call centers have developed a bad rap but that is changing. As phone systems are made obsolete by digital technologies, call centers are becoming Contact Centers.
A Contact Center, on the other hand, improves Customer Engagement.
There are many more ways to connect with a customer beyond just over the phone. Customers expect more as well and want the advantage of the right communication channel at the right time – their time. Customers who love your brand or need your product want better ways for you to reach them and help them. If you can help them while valuing them, your company wins.
Would you rather be called or contacted?
Which one makes you feel more cared about?