There is a bleak possibility of you wondering – what is the importance of a contact centre in 2023? To make it clear at the outset, call centres are, in the majority of cases, the first contact between a company and a potential customer or an existing customer. Taking care of every single customer matters.
The increasingly digitally connected world with AI chatbots and automation is promising and augurs well for the future. However, there’s no doubt that the human touch in the form of a human voice imbibed with empathy is imperative for customer satisfaction and brand success. And at the end of the day, every company wants to build strong customer relationships, provide superior customer experience and boost brand image – all of them possible with a successful contact centre at the frontline, 24/7.
Calibehr has been providing contact centre solution to countless clients throughout India. The experts at Calibehr believe that businesses in the future will lean more into contact centres with the emergence of the latest technology and advanced solutions. As you move forward in the blog, you will find out the current state of contact centres vis-à-vis business, the myriad benefits they offer and the future possibilities.
Contact Centre Strategies for Businesses Today
In the highly competitive business landscape, satisfactory, engaging and memorable customer experience is emerging as the chief differentiator for success, profits and growth. The reason is that customers are becoming more demanding and uncompromising. Thus, including contact centres in business strategies is necessary.
Major sectors in India such as Banking, Healthcare, Telecom, Transport and others leverage inbound and outbound call centres or different purposes such as offering customer support, targeting sales, improving marketing etc.
Large enterprises with huge customer bases spanning across India often rely on contact centre services such as those offered by Calibehr to boost operational agility, reduce costs and maximize return on investments. Find out the other possible ways contact centres benefit businesses.
How Contact Centres Benefit Businesses
- Customer Satisfaction, Confidence and Loyalty
A customer intending to buy a product or choose a service from a company generally seeks support from a contact centre. At this moment, a well-trained and expert call agent solves queries, provides information and guides customers, boosting customer satisfaction, confidence and loyalty.
- Sales, Revenue and Profits
Competition- How contact centres help sales, revenue and profits is often overlooked by companies. Given how the business landscape is shaping up to be extraordinarily competitive, contact centres can make or break businesses.
Experience - Call agent professionals with experience and industry-specific knowledge utilizing helpful technology and tools can make sure that the best possible customer service is provided all the time. Contact centres solutions provider enables 24/7/365 access to call agents too.
Multilingual - Now-a-days multilingual call centre solutions in India are a game-changer, making customer interactions in regional languages possible.
All of this increases sales, revenue and profits.
- Competitive Advantage
Integration of technology has transformed contact centre operations in India. Cloud computing, CRM integration, Call Reporting and Analytics allow leaders to make quick business decisions and change strategies as per the requirements. Excellent capabilities such as call recording, call barge and whispering, and routing calls to preferred agents open up opportunities for customer engagement.
Thus, businesses leveraging contact centres gain a competitive edge in the market.
- Boost Brand Image
Positive customer experiences at every touch point boosts brand image. Customers end up talking good things about the brand through word of mouth and even via digital platforms. Contact centres provide a great opportunity to build rapport with customers, and nurture as well as sustain the relationship.
- Cost Savings
There are cost-saving opportunities with contact centres. Interactive Voice Response (IVR) is used to answer customer calls without the help of a human. The tool can answer common queries and help the customer connect to department executives whenever necessary. This cuts administrative costs and helps businesses achieve cost savings objectives.
Future of Contact Centre for Businesses
According to experts, a customer-first mindset will take deep root in the operation side of things, propelling contact centres as integral to business success. Consequently, companies will work towards attracting the best talent and retaining and training them to handle contact centre operations.
Hyper-personalisation is another aspect which is set to gain limelight in the future. Contact centre staff who are trusted and well-known will be relied on to provide customer service based on context rather than on rules.
Diversification in terms of multiple contact channels is already on the roll and will gain prominence. Although more channels of communication do not necessarily mean a better experience, having a presence where customers expect brands to be will bolster engagement and trust.
Calibehr: A Leading Contact Centre Services Company
There are multiple benefits of partnering with Calibehr for call centre operations. It includes but is not limited to:
- Access to expert support, where dedicated and experienced professionals are capable of handling every type of customer issue.
- Businesses can focus on core objectives
- Use of latest technology that maximize efficiency
- Cost savings from infrastructure and contact centre hardware
- Scalability, flexibility and adaptability are possible with contact centre hiring.
For more details, contact us today.