It’s important that business leaders understand what contact centers can bring to the playing board when it comes to making the crucial decision to partner up. The most basic question is: what is a contact center? Put simply, they offer omni-channel services that support answering and phone support for specific industries. This can include businesses and organizations in the fields of healthcare, eCommerce, technology, and many more. Call agents are specifically trained to provide customer support, generate leads, and even process back-office applications.
There are three main types of contact centers. First, there are inbound support centers, which provide agents who are set up to receive calls from customers. Second, there are outbound support centers, which provide representatives who call potential customers and, in some cases, existing customers. Third, there are virtual support centers, which is a combination of inbound and outbound with added features and servicing. Each type of center has its own advantages. Across the scale, they all open the windows of opportunity for increased customer satisfaction and the potential for increased sales.
What are the Advantages of Outsourcing with a Contact Center?
One advantage a business or organization has after partnering with a contact center is consistency in its operations. When communication channels are streamlined and efficient on a regular basis, customers are receiving quality care every time they need assistance. Additionally, adaptability ensures overall success while minimizing fixed costs keeps more money in the business’ bank account.
Also worth noting is time efficiency. When service data is organized and readily available to representatives, contact center solutions are quickly established. This also helps to cut down on wait times for callers, which is crucial in keeping the customer’s experience a positive one. Contact Centers even offer 24/7/365 support, including holidays and weekends. This means even though a business may be closed, agents are available to answer after hours questions. This can really set a company apart from the rest in a specific industry.
The list of advantages is long. Other perks and benefits worth mentioning include the following:
Performance Metrics track progress
Outsourcing allows for variable costs
Bilingual agents for diverse networks
Integration teams are available
Coast to coast coverage
What is Cloud Technology?
It’s important that businesses stay up-to-date with the latest technology to ensure they are checking all the boxes when it comes to satisfying customers. On-demand access to computer system resources is required for success. That’s why contact centers offer cloud technology to enable operations while also making sure it’s free from any geographical limit. With the use of “virtual space,” the cloud stores digital resources that can be delivered broadly. Why is this needed? Cloud technology makes information sharing easy. At the same time, this information is safeguarded and secure.
Why is it Important to be HIPAA-Compliant?
To protect the reputation of a brand, operations must always adhere to standards and regulations that ensure privacy. Health Insurance Portability & Accountability, also known as HIPAA-Compliance, is a federal law that enforces information security. Particularly, this relates to industries in the medical or healthcare sectors. Keeping patient information safe is expected and required. HIPAA-Compliant contact centers can give a business or organization peace of mind as they know the protection of clients is a priority.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.
Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.