Customer Service Call Center
The way that your company handles incoming calls says so much about your business. The right call center technology can make the world of difference to your clients at a stressful moment. For many people in today's digital, global, economy, that call to the call center is the only human contact they will ever have with your company. So you need to make it count.
Customer Service Is Hard
Customer service can be a stressful, high-pressure environment. Chances are you're dealing with people who are having problems or issues with your service. Something has gone wrong for them, and they're not happy about it. Call center agents regularly have to deal with angry, frustrated clients who may need to let off some steam, so they need to balance the difficult tasks of managing the caller, presenting their organization in a good light, while at the same time dealing with a problem.
Speed and efficiency are key attributes in these situations. Technology that enables action and provides the right amount of information at the right time is vital. That's why cloud-based VOIP solutions have so fundamentally changed customer care centers.
The last thing an agent needs to deal with is complex, inefficient technology that makes the job of satisfying the client even harder. Instead, what they need is a system that knows who is calling in, knows the history of that person's account, and who is best suited to handle it. The technology that we have available makes that whole process feel simple, but to the client on the other end of the line, that efficiency and professionalism from the call center staff immediately help to diffuse the problem and get everyone working towards the same goal.
Scaleable Call Center Solutions
Working in the cloud instead of on internal hardware systems has made a fast and customer-friendly call center experience available to small and medium enterprises. All they need to do is invest in technology that is simple to set up and easy to use, and train the right people to use the customer service call center.
Agents can make, receive, or transfer calls and communicate with your customers effectively, while call monitoring and reporting options help organizations quickly address training problems and drive performance improvement.
That's one of the reasons why cloud-based customer service call centers have taken off, with the market projected to reach $21 billion by 2022, according to global research firm Markets and Markets.
Customers are empowered when they are able to integrate phone, email and web chat channels on their own terms, and they can connect with their customers using new, cost-effective methods.
It's also a great cost-cutter and allows companies to scale their services up and down, depending on business conditions. "The right cloud-based contact center solution can have a measurable impact on your bottom line by reducing your costs, maximizing employee productivity, and providing an exceptional customer service experience," explains 8x8 in its white paper, Empower Your Customer Service Organization.
Three Vital Reasons Your Customer Service Call Center Should be in the Cloud
- Higher levels of service: Better real-time information lets agents perform much better.
- Improved agent productivity: More time spent dealing with problems, less time on admin.
- An enhanced customer experience: Being greeted by name and understood transforms the experience for a frustrated caller.
One company that transformed the CRM software in their call center after a long period of inefficiency was the back-office service provider, MatrixOneSource. After the first few months with the system, they reported that the average wait time for callers was down to just 22 seconds, 92 percent of reported issues are resolved at the service desk and need no escalation, and 86 percent of those are first-call resolutions. “Our service desk runs 24x7, and it is the lifeblood of our business," explains CEO Eric Tewey. "8x8 provides business phone service that routes directly into its contact center software, giving us a complete suite of business communication features for our service desk."
It's easy to dismiss the customer service call center as unimportant when you are running a complex business. But to many clients and customers, it's the first point of call and it's vital that you make a good impression.
Call centers rely on their technology to empower them to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your call center needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.