Contact Center Solutions Featured Article

New Study Highlights Importance of Positive Approach to Contact Centers

November 26, 2012

Businesses and government entities alike have long known that contact centers play a very large role in the success of an operation. What businesses especially are having a problem embracing is the right approach in order to truly get the centers to operate with peak efficiency. There are still quite a few entities who feel that success, when a call center is involved, is simply talking to as many customers as possible. A new study by the Customer Contact Association (CCA) underlines yet again that in order to truly get the most out of a call center, making sure the customer is happy when the call is ended is the biggest key.

Entities across the country are just starting to understand how important it is that they find a way to keep their call centers online in the middle of a natural disaster, but far too many companies still look at their contact centers as a place to spend money. In reality, running a contact center the right way will actually mean a new source of revenue. 

So how can a company find a way to keep their customers and callers happy? The study points to allowing more departmental collaboration is a huge key. At the moment, quite a few contact centers have compartmentalized the different functions at a contact center. One of the big ways in which they must change is to have everyone in a contact center working together to solve a problem, instead of having the issue passed up the chain one by one.

The other main aspect of this new approach is that the contact center employees must see themselves as agents of the caller. There cannot be an adversarial approach, or “us versus them” situation when it comes to a call center. The employee must act as though solving the caller’s problem must be something that the employee takes personally. Doing this will mean happier callers and a more successful endeavor overall.

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Edited by Rachel Ramsey

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