For decades, contact centers consisted mainly of customer service agents who handled incoming calls and attempted to resolve customer questions and concerns. However, customers expect more from businesses today. Customers expect businesses to interact with them using multiple channels, for inbound communications and outbound communications.
Basically, the contact center is no longer what it used to be. Today's businesses need to have the ability to keep up to ensure sustainability in all areas, especially financial and operational. This will mean maximizing the ROI(return on investment) of the services provided by the contact center. When you pour money into any aspect of your business, you will always expect to see a return of some kind, and your contact center should not be an exception.
It will always revert to the bottom line. Is what you are currently spending on different parts of your business delivering the type of return you need? While your contact center may not be the most glamorous part of your business, is the current level of output rationalizing what you have put into it? Your contact center is an essential part of your business.
While your contact center is a behind-the-scenes part of your business, it is important to have a contact center that is high-functioning and capable of delivering the level of service customers expect. So, how can you achieve a positive ROI through your customer service? Well, there is a solution known as Contact Center as a Service (CCaaS).
What is CCaaS?
Contact Center as a Service (CCaaS) is a cloud-based customer service solution that enables businesses to utilize the software technology they need for their customer service. As a result, a CCaaS solution will reduce the need for additional internal IT support. The CCaaS software solution is operated by a vendor that hosts the software on an external server. Contact Center as a Service (CCaaS) serves as an ideal option for contact centers and it provides the right amount of flexibility and scalability.
Due to the increasing demand for high-quality customer service, Contact Center as a Service (CCaaS) serves as the best solution for today's businesses, especially those who want to do the following:
- Improve and enhance their customer experience
- Scale their customer service
- Reduce costs
- Become more productive
As the importance of customer service continues to grow, it is important for you to improve your overall level of customer service and increase your ROI.
The Customer Experience
When your customers have multiple ways to reach you, they will instantly feel better. There are customers who prefer to contact businesses by phone, but others will prefer to send an email, start a chat, or use social media. Contact Center as a Service (CCaaS) will allow customers to contact you through any channel, and this means your agents will be able to receive every request, regardless of the communication channel that is being used.
Regardless of the preferred communication channel, all requests to communicate will be received through one comprehensive platform. This will be better for your contact center team because they will no longer have to juggle 5 or more different channels. The platform provided by CCaaS will allow your contact center team to reduce the response time, and this will result in an increased ROI from customer service.
If customers have high expectations for communication, and you fail to meet those expectations, your customers will quickly become frustrated. When you consider that customers are not hesitant to show their bad customer service experiences online, this can result in a major setback for your business.
Contact Center as a Service can lift some burdens your contact center team may feel on a regular basis. With a CCaaS platform, your contact center agents will have all the information they need in one location. There will no longer be a need to switch between multiple applications in order to fulfill one customer request. With a CCaaS platform, your contact center agents will also have a detailed history of previous interactions so that they can anticipate what a customer may need. Automation can be used to expedite handle times or eliminate the need for long phone calls.
Cloud-based contact center software is a more efficient and flexible way to manage your systems. When you move to the cloud, you will have the capabilities and functionalities you need without worrying about high costs. You will also have access to the latest updates that you will be able to integrate into your current channels.
Outfitting your contact center with the right tools and technology is its own investment. Choosing a CCaaS solution can be the best way to ensure that you will deliver the type of customer service experience your customers need. Prioritizing the procurement and the implementation of a Contact Center as a Service(CCaaS) solution will be the best way to maximize your ROI.
In a time when remote work is becoming more popular and cost savings is a top priority, it makes short-term and long-term financial sense to use a CCaaS solution. For a free consultation regarding CallTower's CCaaS solution, CT Cloud Contact Center, please click on the logo below: