Nowadays, call centers have evolved to business process engineering from mere calling services.
They’ve moved beyond traditional ways and have adopted new-age trends so as to enhance customer experience.
This has developed an emerging need for call center solutions.
Call centers that aim to provide any technical assistance regarding a product or service could be termed as technical support call centers.
It involves outsourcing the technical voice and/or non-voice process from a company.
We could also term call centers providing technical support services as Customer Information Centers (CICs).
CICs are well-known for providing pre-sales to post-sales support, network, remote, on-site support or even management services to manage IT infrastructure, all of which is assisted by the call center software.
This software technology not only provides features like call recording, call scripting, and IVR; but also provides the best in class analytics for you to understand the end market and customize your services accordingly.
With time, the traditional IT help desks have been transforming to profit generators by using the modern software technology to support the pre and post sales functions.
Let us look at some services through which these new age profit centers earn their revenue:
• IT infrastructure management: Any business could be affected by power failures or similar concerns.
Hence, for a contact center, providing IT infrastructure services to its clients, it is of vital importance that it maintains its own infrastructure before they throw a pitch to the prospects.
Contact centers provide a variety of infrastructural services to their clients which may range from Intranet management services, IVR creator, human resource management and go beyond the outbound call support.
• On-site/remote support: On-site support could be described as any support provided at the clients desired premises; whilst remote support could be described as the virtual support.
Remote support has its own advantages as the client doesn’t need to wait for any technician and get instant access to the solutions.
• Customer service: Contact centers have shifted from traditional ways to newer trends for enhancing customer experience.
With calling becoming the backbone of customer service operations, the contact centers have adopted the other means of communication such as email, chat, and SMS.
• Telemarketing: The telemarketing support provided by the contact centers can fall into pre as well as post-sales operations.
In other words, it can be done to generate a lead, promote a product or service or even for up-selling a product to an existing customer.
• Digital Marketing Services: Contact centers also provide digital marketing services like search engine optimization, social media, analytics and online reputation management.
• Web Management Services: Having a website is of high significance in today’s times.
At the same time hiring resources to build a website and managing it could be an expensive task.
This is exactly why companies prefer outsourcing these operations to a third party/ contact center.
Contact centers have also added human resource management to their portfolio.
This gives them an added advantage when it comes to providing any infrastructural facilities.
Whether you want to develop a website on your own, manage your web services, need technicians or simply want the centers to manage your payroll; they have resources readily available for all your needs.
Why not dive into the contact center world to find out how technical call centers earn money.
This reminds me of a conversation I had with one of my colleagues.
She was a part of the same industry prior to this and I guess her story should be perfect!
The case in point is a contact center founded in 1998 and headquartered in Bangalore.
The contact center operates in 5 cities and started off with calling operations as a primary service.
Over the years it has grown to become a giant providing the variety of services; few of which may include calling, chat support, web services, and data management.
The contact center now wanted to shift its focus from a mere service provider to becoming a profit-oriented organization.
It wanted to add-on to its portfolio to keep up with the trends in customer service and the overall outsourcing industry.
The contact center had seen its customer count dipping for the past few years and their customers were shifting to competitors in spite of the top class customer experience.
Their clients had shared a feedback saying that end customers were now looking to reach out to the companies through their preferred medium in the least possible time.
Expanding its existing portfolio would require additional resources.
This was a big turning point for the center.
A team of experts was selected for the job and their task was to conduct research on the pros and cons of adopting the revenue model.
The team explicitly conducted research about its competitors who were following their would-be revenue model.
They found out how this model was helping their competitors and how they got it implemented.
The team also suggested that this was a step the organization could’ve taken in at an earlier stage.
Nevertheless, it was a significant one for the organization.
The biggest advantage of this model was that it was in-line with their organizational value of providing a world-class experience.
There were no disadvantages as such; however, an adaption of this model would take time as this would require add-on resources.
Mere telemarketing software wouldn’t help now.
It was the time for an upgrade.
The research team also made it a point to see which software technology could be useful for them.
They explored various call center software solutions and tested their user-friendliness.
Post a satisfactory testing, 3 software technologies suitable for their organization were selected and presented in-front on the management.
The model would further need additional human resources.
This was going to be a big investment and retaining them would be an additional investment.
Hence, the human resource team was given the task to pick candidates who had a stable background and design attractive human resource programs.
These would be a monthly employee engagement program.
It was now the time to implement the model.
The stats provided by the research team clearly showed that it was a significant step for the organization.
The management had now picked its business management team and informed them about the changes happening so that the team could be well-prepared with the sufficient leads for their business.
Accordingly, mailers were made for their existing clientele, passing this vital information.
It suggested that the organization will not only provide calling, email and chat services; but has added more to its portfolio.
The add-on would be digital marketing services; intranet management; web development and management; and most importantly, customer relationship management.
A brief description is as follows:•
Digital Marketing Services has been a growing trend in modern times making it vital for us to add to our portfolio. Services like SEO, analytics, lead generation, social media, and online reputation management will only help our clientele make the most out of their target market.
It will assist them in adding value and understanding their audience better.
• Web Services: With the developing trends in technology, a website has been an important concern.
This has become the backbone of every company; supporting their digital marketing operations as well as e-commerce operations.
That’s not it!
A website is your online identity for your end customers.
They are eagerly waiting to hear from you as they scroll through your website and understand more about your products and services.
• Customer Relationship Management: This has always been our area of focus and we’ve made this more organized for you.
Now the offers you design will be based on the customer interest rather than generic.
All the data will be thoroughly analyzed and will then be used to design offers, up-sell products and share updates about the customer preferred products and services.
To successfully deliver these services the organization hired the best call center software and decided to conduct a training program to make it easier for employees to adopt the software.
The new software had an inbuilt CRM system and could add and manage customer data itself.
It could share real-time data between various teams & could provide top class analytics for business management.
The successful implementation of the model helped the contact center achieve a balance between providing customer-oriented services and making a profit.
The contact center had now added more than 10 clients to its existing clientele.
These were from newer industries like- finance, banking, insurance and IT.
The center witnessed a 10% growth in its revenue as compared to the previous financial year.
A survey was conducted to understand the experience of end customers.
This survey was conducted anonymously through the clients’ website, email and SMS messaging.
These surveys only got positive feedback’s in the majority.
The existing clientele has shared its views; while stating the contact center the best in the industry.
Competitive pricing, vast product portfolio, and exponential experience have all placed it amongst the Top 10 contact centers.
All this time if you were unsure about joining a contact center or becoming a profit-making organization, it’s just the right time for you.
Go dive into the contact center world and explore the vivid options you have.
In case, you are an existing client of some contact center, make it a point that they have the most updated technology installed.
You could also see if they can provide you live call monitoring, call scripts and have the right metrics to schedule staff as per the peak hours.