Understanding Contact Center Operations

One of the most important relationships any business will have is with its customers. The more competitive the industry, the more important these relationships become.

For most businesses, one of the biggest expenses they have is new business development. Cutting your customer acquisition costs can have immediate savings to your bottom line. Providing superior customer service does just that by increasing customer satisfaction and loyalty. Loyal customers shop more frequently and spend more.

What Is Contact Center Operations?

The process that goes into making an efficient call center dictates activity in contact center operations. It can include both inbound calling for support or customer questions and outgoing calls for marketing purposes. It encompasses the management of hardware and software solutions to make things run smoothly, such as voice recognition, natural language handling, and omnichannel communications. It will include knowledge bases, training and monitoring, and coaching.

In short, contact center operations is anything that makes things run well.

What Do Contact Center Operations Look Like?

An efficient contact center will have systems that are designed to efficiently handle your business needs. In addition to customer-facing strategies to handle inquiries or marketing efforts, contact center operations will include monitoring of agent interactions, training, and coaching. Managers will have regular reviews and goal setting with agents as well as providing help in areas they are under-performing.

It will include internal and external surveys to monitor both agent and customer satisfaction. Unhappy or frustrated agents will have a negative impact on your customers so finding ways to make their job easier or more satisfying can help. It is critical to assess interactions form the customer point-of-view to make sure the team is doing their job well. Unhappy customers become less loyal or stop purchasing altogether. In addition, they tend to tell others about their negative experiences which can make it harder to gain new customers.

How Is It Different Than On-Premise Call Centers?

An on-premise call center can range from a couple of people at desks to a cubicle farm depending on the size of the business. You own the equipment, provide the training, and pay the wages. That also means you will need to handle payroll taxes, benefits, and manage the recruiting, hiring, and turnover. If you are still using traditional telecommunication lines, there’s also a significant cost built-in every month.

A virtual contact center can eliminate many of the headaches with having an on-premise staff. It will provide you with a fixed monthly cost and eliminate the need to manage payroll. Highly-trained, monitored and
managed contact center agents will provide efficient service to customers. Handling time will be reduced, and customer satisfaction can be increased. In addition, a virtual contact center can easily scale up or down as business dictates. An on-premise call center would need to hire more people, install more hardware, and wait for weeks for additional phone lines to be installed.

With VoIP solutions, switching, and routing in a virtual contact center, you can reduce your telecommunications cost while keeping all of your agents connected regardless of where they are. It allows remote or at-home workers to stay connected.

In today’s world, you need omnichannel communications to handle whatever channel customers use to contact you. Inquiries can come in by phone, email, text, social media, or even video. Most on-premise call centers aren’t set up to handle customer support across all these channels. Not only do you need to be able to handle inquiries across channels, but you need a robust software solution that can share information across channels since customers will often switch between them.

Improving your customer service and customer support can have a significant positive impact on your bottom line. You need to make sure you have people that can monitor quality and manage your agents. At a virtual contact center, you will have experienced managers working for you.

Virtual Contact Center And Contact Center Operations

Combining the advantages of a virtual contact center with efficient contact center operations can increase customer satisfaction, save you money, and reduce the headaches of managing your business.

With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs without the need for multiple disparate systems. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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