Whether your goal is to increase sales or better serve your customers, a contact center should be an integral part of your strategy because it allows you to create real and personal connections with prospects or customers.
It’s important, though, to know what you need and what you don't. The right decisions will not only affect the direction of your contact center but your business' bottom line.
Here are five things to keep in mind as you make the important decisions and that will help you guide your business growth, stay ahead of your needs, and worry less about playing catch-up.
How many people in our office speak to customers or prospects on the phone? How do the callers get to the person that can actually help them? And is it a positive experience for the caller?
These are just some of the questions you should be thinking about.
Determining the right plan of attack often times starts with taking a look at the current state of your business and identifying what’s working, what’s not, and where you want to be.
Each type of contact center (inbound, outbound, and blended) requires different solutions for their specific function.
Since an inbound contact center is responsible for fielding inbound customer service or sales calls, it requires an ACD (Automatic Call Distributor). This will route calls to the best-skilled agents.
An outbound contact center needs a predictive or auto dialer. Predictive dialers connect agents only to calls answered by actual people. This increases your contact center's efficiency by up to 300% and helps lower costs.
Blended contact centers support both inbound and outbound call operations, so they require both an ACD and a predictive dialer.
Of course, you can always build out additional features, as needed.
It’s important to take into consideration what your hardware needs are going to be.
If you plan on hosting the contact center in-house, remember that you are responsible for overhead costs. These include facilities, telephony, and workstations, to name a few.
These days, more companies are looking into cloud-based solutions. This means no maintenance costs, immediate access to platform updates and upgrades, and it frees up your IT resources.
Just remember that if you are storing important data in the cloud (like contact information or credit card data), your contact center must meet the necessary levels of compliance and security.
It’s also important to have guidance and reassurance that your contact center is heading in the right direction.
So make sure things like live monitoring and performance reports are a part of your plan from the get-go.
This allows management to listen in on calls or make suggestions to help guide your agents so that they in turn can offer the best customer experience possible.
Tracking KPIs and other important data with performance reports makes it easy to find areas of improvement.
Your contact center must be able to meet your requirements now, but also be scalable for what the future will bring. If your business is wildly successful and you suddenly need 10 more people on the phones tomorrow, would your contact center be able to scale?
Seamless integration of new features, functionality, or even personnel could mean the difference between success and failure.
Follow the five tips that we’ve outlined and you’ll already be halfway there.
And if you’re ready to take that next step, take a look at Five9’s full range of products or contact us today 1-800-553-8159
Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. Contact us today to learn why 2,000+ customers trust Five9.
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