Contact centers are experiencing changing roles in this generation’s business market. While some companies and agencies are still looking for these contact centers to do little more than provide information quickly and effectively. Other agencies and companies are leaning on these contact centers for far more, and are even looking for these centers to actually drive an increase in revenue. There are a number of different ways in which contact centers can help when it comes to revenue, but the most important aspect is to make sure that the center gets it right the very first time.
Because of the need to generate revenue, some companies have actually stepped back on the importance of making sure that customer service is job one. These companies are incorrectly assuming that making sure an operator gets off the line quicker is going to mean more revenue. Companies that understand the role of contact centers, on the other hand, tend to also understand that quick phone calls only lead to better revenue if those phone calls lead to correct answers.
That means that companies are realizing they need to spend money to make money when it comes to contact centers. Training is a top priority for staffing up a call center. It doesn’t make sense to have to train and retrain; employees should have a complete understanding of their job and their product or service before they take their first contact.
The company is also going to need to take a uniform approach to the customer. This “single view” makes it that much easier to track how the interactions are going between the employees and the customers. The right measurement tools need to be introduced into the equation as well. Knowing that employees understand what is expected of them makes it that much easier to measure the success of phone calls. This makes it that much easier to measure how a contact center is contributing to revenue.