It’s important to make a positive first impression with every incoming call, as every call presents an opportunity to strengthen your relationship with customers and prospects. This is where the contact center comes in. Today’s full-featured contact centers are no longer exclusive to large organizations; they have become affordable and are a suitable fit for businesses of any size and in any industry.
Here are five ways in which a contact center can benefit your business:
Streamlined Implementation and Management
Contact centers are now being deployed as an app that can be integrated into a premises or cloud-hosted VoIP phone system. Intuitive management tools enable self-management, or you can get managed support from MABC.
Productivity Tools That Empower Employees
Intuitive desktop productivity tools enable contact center agents to quickly identify your customers and provide first-call resolutions. These tools allow agents to engage customers over their preferred communication media, such as voice, web chat, email, and text messaging. Screen-pops display customer database information to help agents personalize phone conversations, and agents can conference in experts as needed for consultations.
Distributed Agents to Manage Downtime
Telecommuting features allow agents and supervisors to work from home or remote offices, while still leveraging supervision, reporting, and unified management capabilities. Distributing contact center staff at different work locations also provides reliable business continuity when your office is cut off by bad weather or service outages.
Performance Monitoring to Improve Operations
Real-time and historical reports can be created to measure contact center performance against business goals. Supervisors can track and report on agent, queue, and trunk performance to fine-tune operations and improve the customer experience. Tools allow supervisors to ensure that skilled agents are available to handle the call volume, optimize resource usage, and effectively control costs. Collecting vital customer feedback helps to further strengthen the business.
Meeting Compliance Goals and Resolving Disputes
Recording and archiving calls produces easily searchable, verifiable records that can help protect your business from disputes and avoid unnecessary penalties, fees, and damages. Recorded calls are also an effective tool for coaching, training, and recognition, and can help fine-tune marketing campaigns.
With a range of flexible contact center deployment options available from MABC, you can improve the customer experience and daily business operations. Let’s meet and map out a contact center plan that’s tailored to your needs.
Contact us today to schedule a complementary consultation at Portsmouth: (757) 673-2200, Richmond: (804) 273-6500, DC/MD/NOVA: (301) 882.7760 or info@mabc.com.