Communication is key for so many business operations. You can’t hope to retain clients or sell your products without an effective method of speaking with your customers. For years, this type of communication required a secretary or call center operators to sit by the phone waiting to answer questions. But thanks to the explosion of the digital age, there are more ways to communicate than ever before. A call center isn’t just responsible for one or two phone calls a day, but you could have hundreds of callers at a time. Not to mention the emails, texts, and other forms of communication you’re trying to keep track of. Luckily, integrated call center technology can provide the solution you’re looking for.
No matter what kind of company you’re running, your team can benefit from contact center solutions to enhance the customer experience. Whatever you’re selling, you need to be available to consumers and connect their information. Integrated solutions allow for this in new ways and can greatly benefit your company’s functions. Here are just a few reasons why integrated call centers are a must for your business.
Integration connects your team like never before.
An integrated phone system has the ability to connect your team members and tie information together like never before. The design focuses on different contact center agents and will keep all different forms of communication in one place. So if you’re talking to a client, you’ll be able to access the transcript from their last conversation with a representative and their entire order history. This intel is available for all your employees across different platforms. By combining with other tools like Microsoft Teams, your contact center is taking out the middle man and allowing everyone to work cohesively on different projects and with clients. The Microsoft Teams call center is a great instrument that can create unified communications for your team and your clients across all different channels.
Some people would rather speak to AI than a person.
Advanced call center technology allows for call and response conversations between your AI bots and your customers. This gives a personal touch and allows voice communications without stressing out your customers. Sometimes callers would rather handle something on their own than speak with a person and have a drawn-out conversation. With machine learning contact center solutions and direct routing, your clients can find answers to their questions easily without having to have a long conversation with contact center agents.
Get more information during each call.
By integrating your call center with other programs, you are garnering more advanced analytics with each phone call. You can track customer interactions easier and take note of every special request. This is especially beneficial for companies that do a lot of customization. For example, CoolJarz is a company that specializes in making the best pre roll tubes that are eco-friendly. As a vendor, they are very aware of what key features their clients look for with their accessories. So, whenever someone calls and makes a specific request, that can be documented and tracked for the future. This simply helps with forecasting and deciding what products and custom labels are more popular than others. Getting this additional information during each call and tracking it immediately can be incredibly beneficial.
Include automation to lower your call volume.
Running a business keeps you incredibly busy. Whether you’re operating metrology lab services in Franklin, OH, or have a jewelry store in Pensacola, chances are you’re balancing a lot on your plate. With integrated and automated contact center technology, you can help lower your call volume dramatically. Rather than focusing on phone calls all day and getting behind on other important tasks, let the contact center take care of it. This is the perfect solution to help you delegate work and focus on what you need to focus on.
Lower your costs.
While a contact center may seem like a costly setup, it can actually save you money in the long run. First of all, you won’t need to hire staff to man the phones when your communications product can handle customer engagement for you. By using essential services like this, you’re also operating your business much more efficiently. Having better communication will help you become industry leaders and reach your team’s endpoint in a quicker, cheaper way overall.
Create a streamlined, professional channel for communication.
One of the beauties of automated technology solutions is the added level of professionalism they bring to your business. When customers call into your business, they’ll be greeted with the same tone and dialogue every time. This establishes a good level of trust and can have a direct impact on your sales numbers. Having that streamlined tells your customers that you value their time and energy and want to help them in an efficient, personal way.