What is a Contact Center? What are the benefits of Contact Center services?
In today’s increasingly competitive business environment, optimizing the customer experience and building customer loyalty to the brand has become more and more important. In particular, the Contact Center acts as a bridge to keep the connection throughout the customer’s journey with the business. So what is a Contact Center? What are the benefits of contact center services for businesses and how to choose the most suitable contact center service provider? Let’s find out the answer with GPBPO in the following article!
1. What is a Contact Center?
Contact center processes customer communication through multiple channels such as phone, website, chat, email, messaging applications, social media, text, fax and traditional mail. It uses various types of advanced technology to help resolve customer issues quickly, as well as collect interaction and performance data. Contact Centers are usually operated by an in-house department or outsourced from a third-party provider.
2. Difference between Contact Center and Call Center?
Call Center makes outgoing calls and receives incoming phone calls from customers to handle inquiries, provide technical support and implement customer service. It allows customers to interact with a business via multiple channels – from voice to email, social networks, mobile messaging, SMS and website chat.
In the digital era, consumers want to contact businesses through the channels they use in their daily lives like WhatsApp, Facebook Messenger, SMS, and email. Contact Centers support this growing trend, by providing more customer touchpoints and providing businesses with a centralized system to easily collect information and get feedback from customers to make the most of business opportunities.
3. Types of Contact Center?
Inbound Contact Center
Inbound Contact Centers receive incoming contact information from callers/customers. These contact centers are usually created to serve customers with the main goal is to respond to customer problems such as answering questions about products, services and technical support.
Outbound Contact Center
Outbound Contact Center is applied by businesses to approach customers. These contact centers are typically used for marketing and sales purposes. Some Outbound Contact Centers may place automated calls to customers to self-complete surveys according to a pre-built scenario.
Multichannel Contact Center
The Multichannel Contact Centers facilitate communication through different methods but not only by phone and email. These contact centers can provide support through social media, mobile apps, chatbots, websites, SMS, and more.
Omnichannel Contact Center
Similar to Multichannel Contact Center, Omnichannel Contact Centers also use different communication methods to provide services to customers. However, the key difference between these two systems is that Omnichannel Contact Center can seamlessly integrate all communications from all channels into a single integration platform. This ensures that all data is easily collected and quickly accessible.
4. What are the benefits of Contact Center?
Improve customer experience
Customer service can be a key differentiator for your business, and a contact center is the primary channel for most interactions that a customer has with a company. Through Contact Center, businesses can ensure the best experience for customers. For example: Contact Center ensures customers are connected to the most suitable Call Agent to solve their problems faster. In addition, as the contact center supports many forms of communication, customers can interact through the channel of their choice.
Higher efficiency
Since the contact center is the central point of communication with customers, businesses can improve business performance by responding well to their needs. Contact Center is able to scale staff to respond quickly and efficiently, meeting the requirements of a large number of customers with diverse needs.
Multi-channel interaction
Contact Centers interact with customers from all communication channels. The data gathered from these interactions provides valuable insights that can aid in making important business decisions. These information can help with design, improvement of products, service quality as well as issues in the customer’s interaction journey with the business.
5. Why to choose Contact Center services of GPBPO?
- 15 years of experience in providing customer service personnel for large and small businesses at home and foreign countries.
- The system operates according to the ISO 9001:2015 standard.
- The staff are fluent in popular foreign languageswith a system of more than 156,000 collaborators worldwide.
- Meet all the specialized needs of customers 24/7/365.
Through this article, you have a better understanding of Call Center and Contact Center as well as the benefits that contact center brings to businesses. To get detailed advice about the right Call Center and Contact Center solution for your organization, please immediately contact GPBPO via Hotline: 0926 021 999 for immediate support.
