How Your Contact Center Decides Business Success

When you run a business, it’s easy to get caught up in the latest trendy solution or buzzword as a leader. After all, good business leaders are always looking for ways to retool their business strategies, whether that’s by creating new positions, redefining roles, or just rolling out a new project management strategy. While all of these decisions impact a company’s bottom line, perhaps no area of business is more important to your success as a company than your customer service team.

Having a quality customer experience is central to whether or not you’ll have a loyal following as a business or not. Customer satisfaction comes from many different directions in the world of business, from how welcomed a customer feels when they visit your brick-and-mortar store to how well their problem is solved by a support agent when troubleshooting an issue with one of your products.

Believe it or not, it actually costs more money to attract a new customer than it does to retain an old one, even if retaining an old one means refunding their entire purchase. This is because you can’t buy a customer’s trust, and your customer experience department has a major role in that trust. While you could use a savings goal calculator to increase your savings as a business, you won’t save much money if you’re constantly churning through customers. Read on for a few more reasons that your contact center ultimately determines your success.

More than anything else, your contact center is the face of your company.

Thinking of your contact center as the face or voice of your business makes sense when you really start to think about it. This is because when a customer has a problem, they’re unlikely to have your direct line as a CEO. However, they will be able to call your support hotline or reach out to a live chat agent to vent their frustrations or try and get help. As such, you must have employees who are well-equipped to handle frustrated or confused callers. Staffing your call center solution appropriately can really increase the likelihood that these irate customers will do business with you again—assuming that they’re treated fairly by the agent who speaks to them.

The right contact center solutions can help you reach your financial goals.

You’ve probably heard the old saying that “time is money,” and when it comes to reaching your financial goals with contact center software and customer support solutions, that’s definitely true. Anytime a customer interaction lasts too long, that’s time that’s being taken away from your call center agents. As such, it’s crucial to have features as part of your call center solution that allows you to route callers to the right agent appropriately.

Doing this with IVR technology, also known as interactive voice response, is one way to ensure that calls rout to the appropriate agent in your call center each time. Not only does this increase agent performance and productivity as they don’t have to interface with customers only to send them to a different member of the support team, but this sort of functionality in routing also ends up keeping your customer satisfaction higher since they’re spending less time on the phone, too.

Looking for call center solutions with these sorts of functionality can be crucial for improving how you handle incoming calls. Plus, many call center software platforms even offer omnichannel contact functionality, meaning that customers can reach you via the phone and live chat, through SMS messaging, via a mobile app, or even on social media platforms. All of this combines to make happier customers.