The world of
call centers is evolving at a rapid rate to meet the emerging requirements of
businesses. As new technologies disrupt business operations, the need to
support customers in using the new tech is on the rise. Especially for
companies that deliver technical services or the ones that manufacture
hardware, there is an exigent need to revamp their ineffective customer support department.
Nowadays,
there is a debate raging amongst eminent thinkers about the merits and demerits
of call center or contact center services.
Both these terms are similar but have different meanings in the professional
world:
1. Call Center Services – A call center generally provides inbound
or outbound services. In inbound services, the call is received by a team of
agents and in outbound services the call is made by agents to potential
customers. The most common inbound call center services are
customer care, technical support and order taking services. And, the most popular
outbound call center services are lead generation, telemarketing and
appointment setting.
2. Contact Center Services – Contact center
services cover multiple communication platforms including inbound and outbound call center services.
Live chat, email and social media interactions are all covered as part of
contact center services. The purpose of contact center is to merge all channels
through which a customer can contact the product/service vendor.
Contact Center Services are the Ace in your Sleeves
While call center
services in isolation do have their own value, contact center services
are miles ahead of the curve. In a contact center, all customer interactions
are updated on a common platform, generally a CRM. Hence, your contact center representatives
are always in the loop of what a customer has gone through thus reducing the
chances of errors creeping into the workflow. Also, the errors can be reduced
further, if you have a competent contact center
outsourcing provider like Vcare as your partner.
The Benefits of Partnering with a Seasoned Contact Center Outsourcing Provider
When you
choose a contact center
outsourcing partner with considerable years of experience in the field,
it instantly lifts your business prospects. Have a look at some of the benefits
that you get out of such a partnership:
1. Veteran agents in all departments – A contact
center runs a blended process and the agents are required to perform a variety
of duties as part of a contact center operation. Partnering with a seasoned
veteran allows you to access the services of agents that have already presided
over chat, email and call
support.
2. Access to a centralized CRM – A CRM plays a major role in shaping a
contact center operation. With a centralized CRM that is efficient, your agents
get the right impetus to serve your customers in a better way. At Vcare, you get a cutting-edge CRM
that is flexible enough to align with any type of call center operation.
Round-the-clock
customer support –
A contact center can truly offer a 360-degree service experience to its
customers if it can be contacted at any time. At Vcare, your contact center
services are in the hands of agents who can work both day and night shifts.
Hence, you are able to run a round-the-clock operation and serve your customers
throughout night and day. 