Contact centers are an important part of running a business. In this article we will discuss further how contact centers help a business to continue to grow.
Reporting from Qualtrics, good customer satisfaction will increase trust in the business by 4.3 times greater. Customers will also have a tendency to recommend a product or service because of customer satisfaction. Well, one way to realize a good customer experience is to use an integrated contact center system.
What is Contact Center?
Contact Center is a team within an organization that manages direct interactions with customers in order to produce a good customer experience. As a conventional example we can see a call center that only uses telephone technology, where today contact centers can include various technologies including voice or telephone channels, chat, social media, email, and so on.
Types of Contact Centers
There are several types of contact centers when viewed from several sides of the organizational structure and methods used. Of course, each type of contact center has its own advantages and disadvantages. Before deciding which type is suitable for your business, read this information further:
Outsourced Contact Center
From a business perspective, organizing an internal team specifically for customer interaction tasks can consume a lot of resources, and of course it is also expensive. Outsourced Contact Centers can be a solution for businesses that don’t want to bother organizing an internal team. In fact, usually this contact center service provider also has integrated technology and systems to help your business grow.
Multi-Channel Contact Center
As the name suggests, Multi-Channel Contact Center is a contact center system that is assigned to handle multiple channels ranging from email, social media, voice mail, and of course chat. The number of communication channels held can usually be adjusted according to business needs. However, the drawback of this Multi-Channel Contact Center is that it usually does not have a path for integration between channels.
Omnichannel Contact Center
One of the contact center trends that is almost similar to the Multi-Channel Contact Center, but Omnichannel has the technology to integrate every communication platform. So that the history of contacts, chats, voice messages, from customers can be seen easily. This makes it easier for the team to provide even better service.
Benefits of Contact Center in a Business
Let’s see more about why your business needs a good contact center system. The following are some of the benefits of implementing it:
Improve Customer Experience
Contact Center is an important element for customer satisfaction in this modern era. Customers today increasingly require a business presence in all communication channels with a fast response so that they can meet their needs properly. If we can successfully provide services for customers across multiple channels, we can generate customer loyalty.
Creating a seamless customer experience is one of the main benefits of using a contact center. This can be started by providing support to customers on any channel through digital integration technology. KPSG makes it easy for you to realize the best customer experience through an integrated contact center according to your business needs.
Increase Sales
Investing in a high-quality contact center can be one of the strategies to grow a business. Apart from improving customer service and customer loyalty, you can also use this strategy to increase sales so that business can grow.
What Industries are Suitable to Use Contact Center?
Retail and E-commerce
Nowadays, everyone can purchase products from anywhere at any time. Then how does a retail and e-commerce business stand out? Of course, with better customer service and customer experience. Contact centers can be a solution to improve business communication with customers consistently across various communication channels.
Healthcare
Healthcare providers, such as insurance, are greatly helped by the use of an integrated contact center system. By using an integrated system, they can provide fast support to the team, plus support to customers directly in the various channels needed.
BFSI (Banking, Financial services and Insurance)
The BSFI industry is one of the industry sectors that should take advantage of the contact center system. As we know that in this modern era customers have more expectations around speed, convenience in services in the BSFI industry including finance and banking.
Automotive
The Automotive industry in Indonesia is growing rapidly. With a good contact center system, automotive businesses can manage various communication channels efficiently and effectively. This can provide customer satisfaction because we can provide what customers want quickly and precisely.
FMCG
Why does the FMCG industry need a contact center? In general, the main function of a contact center is to communicate effectively. In the FMCG industry itself, contact centers help build connections with customers, and manage partners. In addition, contact centers can make it easier to conduct research on customers, to generate customer satisfaction.
Government
In government, contact centers play an important role in producing effective communication. Starting from building trust, increasing satisfaction, facilitating field operations, to prioritizing public policy. Contact centers will assist the government in achieving targets, especially in terms of public satisfaction.
Difference between Call Center and Contact Center
Call centers are conventional solutions that provide support solutions for customers with the main channel focus being voice calls.
Meanwhile, the Contact Center itself provides customer support solutions or customer support across various communication channels, including voice calls, text messages, chat, email, social media, and so on.
Build the Right Contact Center Strategy for Your Business
Contact centers are becoming increasingly important for businesses to have. By using the right strategy, we can create better customer satisfaction and experience. If you want to improve your contact center with the right strategy for your business, contact KPSG. We are ready to help you design an effective contact center strategy to achieve your business goals. Visit KPSG for more information!