Most corporations may see a contact center as an added expense but as you weigh things down, you find that a call center is a necessity for your business to thrive. It is quite a task to systematically deliver excellent customer service while cutting down additional costs. This may seem intimidating, but it is definitely possible to transform your contact center into a profit-producing asset when you consider these factors:
1. Provide an incredible customer experience.
Establishing loyalty among your current customers and adding to your client base can be guaranteed once they have received an amazing customer contact center support experience from your company. Building a strong connection with your customers would eventually translate to increased sales and revenue because of repeat business and referrals.
(Bonus Tip: Learn how Zappos does it.)
2. Acknowledge the importance of customer service agents.
An incredible customer service experience is only achievable when you have competent agents. However, according to 2013 ContactBabel survey, the attrition rate of contact center agents are more than 50% which means that outsourcing companies would have to hire and train new applicants to fill in the vacancies. To avoid this costly process, retain your contact center agents by creating an atmosphere they will feel appreciated and equip them with proper systems and technologies to provide for quality customer service support.
3. Take advantage of mobile technology.
Most people are now using smartphones and tablets. This technological advancement has provided great convenience for individuals to be connected and have access to information they need. Empower your customers with automated customer support through multi-channel tools such as social media, chat services, SMS, and video capabilities. In this way, call volume may be reduced while offering a dynamic approach in supporting your customers.
4. Utilize social media.
Nowadays, it is wise to establish your contact center’s online visibility through social media. Consumers prefer to patronize companies and organizations that are present across social networking websites such as Facebook, Twitter, Google+, and LinkedIn or have an updated website or blog with quality content that can be easily shared. Instead of losing potential revenue through complaints and negative marketing, your contact center may turn it around and fix damage through 24/7 availability via social media.
5. Have a good risk management backup.
Risk management is essential to ensure profitability in any business regardless of unforeseen circumstances that may occur. During these downtimes, having a dependable risk management plan will cover your company from greater revenue loss and will allow continual operations through disaster and recovery back up plan in spite of unfortunate circumstances such as faulty telephone and Internet connections or external uncontrollable factors.
Expenses are inevitable when you establish a contact center, but instead of leaking money, these five points can help your customer care call center become the profit center that it’s meant to be.