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There is little wonder why so many successful businesses and organizations
see their call center as a profit center. By following some basic guidelines,
any business can transform its inbound call center into a critical customer touch-point
that handles challenges and saves sales.
What Makes a Dynamic Call Center?
In the past, call
centers have not always had the best reputation. The phones
were manned by untrained workers who did little more than pass along
messages of discontent from buyer to seller. The combination of inadequate
phone systems, lack of call tracking tools, and spotty procedures for fielding
communications made the call center a liability. Fortunately, businesses
soon realized that they could use call
centers to make a positive impression
on customers. The result is an industry with projected revenues of nearly
$26 billion in 2009, up from $22 billion in 2002.
Call Center Trends cites two key elements that progressive operations are
using to enhance the buyer experience and focus their marketing operations:
- Maintain updated information in the customer relationship management (CRM)
database. CRM and the call
center complement each other beautifully. Businesses
who keep detailed information on their customers buying habits have a distinct
advantage over organizations that do not.
- Consistently deliver high-impact
communications. Using CRM to create meaningful messages to buyers can increase
sales, promote word-of-mouth referrals, and
maximize return on investment.
How is an Inbound Call Center Different?
The inbound call
center is primarily a fielder of complaints and returns. After
all, businesses rarely, if ever, receive a call from a satisfied customer.
As personality and business began to fuse, though, organizations realized
that there is no better place to spend resources than turning dissatisfied
customers into life-long ones. According to Call Center Times, new
developments in the technology and lower cost of ownership should allow vast
improvements in our attitudes towards automated systems.
Using meticulously trained personnel and specific guidelines for handling
a variety of different call types, businesses can help satisfy the customerandNumber 8217;s
immediate needs and change their overall view towards the organization. The
inbound call center now helps secure sales and retain customers, which is much
more cost-effective than acquiring new ones.
Outsourcing an Inbound Call Center
Many businesses donandNumber 8217;t have the human or fiscal resources to operate their
own inbound call
center. 24/7/365 operations require manpower and expensive
technologies. ThatandNumber 8217;s why, of the 300 surveyed, it was found that greater
than 80 percent of North American companies are electing to outsource at least
some part of their CRM services. StreetDirectory reveals the aspects of a quality
outsourced call
center that should be considered:
- Multi-tiered Support Structure. This describes the method by which the
call center will field your calls and assign them for support. Several tiers
means
that calls will be assigned in order of their urgency. This amounts to basic
calls being handled as quickly as possible, while calls requiring more complex
responses get appropriated to the proper department.
- Data Recording and Analysis.
Call centers should use call tracking software to organize calls into analyzable
data. This can increase response times and
allow businesses to create solutions for blanket issues.
Sources
Customer Management Insight
StreetDirectory
TMCnet
