Contact centers are similar to call centers because they facilitate communication between corporations and clients. The similarity ends there, though, as contact centers use many different types of communication to talk to clients, while call centers only use phone calls. A contact center should be using a few vital tools in its everyday operations, and we’re here to highlight their uses for you.
Call Center Monitoring Tools
Call centers focus on maintaining relationships with clients through phone calls. This is their singular purpose, and while this gets the job done, it’s a fairly impersonal, antiquated way of keeping up with clients. As technology expands, there are more ways to communicate effectively with clients that still have the speed and immediacy of a phone call.
Many companies focus on putting call center monitoring tools in place to keep track of client interactions, call length, recording, and more. These are useful tools that have their place in a contact center as well. However, there are other, potentially less obvious tools a contact center could use. Taking note of what does and doesn’t wor
Not Just Video Conferencing
While call and contact centers share similar services, call center software only focuses on phone calls. A contact center takes it further by providing multiple channels of communication for clients. Traditional phones are effective but lack the in-person touch that makes video conferencing so important. Your contact center should be using the latest in video chat software to provide clients with the smoothest calls possible. With multichannel talk, text, email, video, and instant messaging, communication becomes much easier.
Many video chat software programs have multiple features that integrate with your webcams, monitoring, and instant messaging. So if you have material to share with the client, you can send it to them right away, while still being on the call, instead of sending an email and awkwardly waiting for them to receive it. This gives your agent performance a boost, as they can rapidly respond to questions in real time and enhance customer satisfaction through quick responses and face-to-face interaction.
Automatic Call Distribution System
An automatic call distribution system (ACD) plays an important role in a contact center. ACDs help manage your phone calls, incoming video chats, emails, instant messaging, and beyond. Using an ACD simplifies the customer call system by ensuring the right employee handles the right call on time. Similar to a standard VoIP phone system, your ACD covers every angle of communication, while also ensuring quality monitoring. Keep your clients on the line longer and keep them coming back through consistency and professionalism. Rapid response and client matching makes you appear more knowledgeable and professional, with the added benefit of multiple communication methods.
This gives your agent performance a boost as they can rapidly respond to questions in real time and enhances customer satisfaction through quick response and face-to-face interaction.
Software Integration
A successful contact center needs customized solutions for any and all customers. With software integration, you focus on solutions that can be customized to benefit the customer in every interaction. You’re handling customer service, outbound calls, customer engagement, and more. This means you need software that can handle the workload. With onsite and cloud software as plugins, you are able to optimize information with your customers to specifically tailor your services to their needs, resulting in higher satisfaction rates. Keep your clients coming back for more with software integration solutions.
Phone System Solutions
An effective contact center uses all its individual assets to create a cohesive system, determining customer satisfaction and workforce management. Your customer experience will skyrocket with an arsenal of tools to keep things running efficiently. Using unified communications solutions isn’t reserved just for call centers. In the right hands, these solutions can be used by a contact center for a boost in sales and retention.
Affiliated Communications has all the tools and services necessary to help enhance your contact center and take it to the next level. If you’re interested in creating a better future for yourself and your clients through excellent communication, contact us today.
