![Contact Center Provider](/uploads/5/3/3/5/53354171/1026784_orig.jpg)
For call centre agents, the traditional way of dealing with incoming calls is gradually becoming obsolete. With advances in technology and internet facilities, the conventional call centres are no more adequate in satisfying their customers. People reaching out to call centres now prefer using emails and IM to make contact. Due to these changing preferences, a more proactive approach is required to build and sustain customer relationships.
Call centres also need to become more prompt in providing solutions to their customers, focusing also on the channel of communication preferred by the customer. An adequate way of balancing inbound and outbound communications must be established to ensure that no customer is put on hold. To ensure success, contact centre providers must consider lowering their costs, increasing their work efficiency, and valuing the time and commitment of each and every customer.
The last two to three years have seen an increase in the number of home-based virtual contact centres. This has been primarily due to the vast industrial support received by these businesses. In the implementation of such virtual models, many changes have been made to guarantee their successful progression.
Cutting down Costs
Due to the rising competition, several home-based contact centres have significantly reduced costs for providing customer care services. Outsourcing their businesses to developing countries such as India and the Philippines is one way of doing so. This is a cost-effective technique since home-agents are easier to retain while reducing costs about 20-25%.
Use of Technology
With the availability of Broadband, connectivity issues for home-based agents have been resolved. For multi-site contact centre providers, the use of latest technology and server facilities has significantly improved working efficiency, enabling companies to eradicate under-utilization of hardware and related expenses. Moreover, resource pooling has also improved the efficiency of existing hardware. All these improvements have in turn led to smarter business decisions and enhanced customer loyalty.
Work Allocation
Contact centre providers have also increased efficiency by ‘just-in-time’ work allocation. This strategy keeps the agent adequately occupied, reduces staffing costs and gives the supervisor more time to train and guide the agents. Calls are routed to the most skilled agents, connecting important customer with high-skilled service providers.
Visit: www.glenncore.com
Call centres also need to become more prompt in providing solutions to their customers, focusing also on the channel of communication preferred by the customer. An adequate way of balancing inbound and outbound communications must be established to ensure that no customer is put on hold. To ensure success, contact centre providers must consider lowering their costs, increasing their work efficiency, and valuing the time and commitment of each and every customer.
The last two to three years have seen an increase in the number of home-based virtual contact centres. This has been primarily due to the vast industrial support received by these businesses. In the implementation of such virtual models, many changes have been made to guarantee their successful progression.
Cutting down Costs
Due to the rising competition, several home-based contact centres have significantly reduced costs for providing customer care services. Outsourcing their businesses to developing countries such as India and the Philippines is one way of doing so. This is a cost-effective technique since home-agents are easier to retain while reducing costs about 20-25%.
Use of Technology
With the availability of Broadband, connectivity issues for home-based agents have been resolved. For multi-site contact centre providers, the use of latest technology and server facilities has significantly improved working efficiency, enabling companies to eradicate under-utilization of hardware and related expenses. Moreover, resource pooling has also improved the efficiency of existing hardware. All these improvements have in turn led to smarter business decisions and enhanced customer loyalty.
Work Allocation
Contact centre providers have also increased efficiency by ‘just-in-time’ work allocation. This strategy keeps the agent adequately occupied, reduces staffing costs and gives the supervisor more time to train and guide the agents. Calls are routed to the most skilled agents, connecting important customer with high-skilled service providers.
Visit: www.glenncore.com