Subscribe to Email Updates


Text Size

- +

Topics: Call Centers

You’ve likely heard a lot about customer experiences, customer service, and everything in between. Coupled with that, you’ve probably heard about the customer call center. Perhaps, you  know about call centers from pop culture or even have firsthand experiences with them.

Download our whitepaper to see how we help clients run successful campaigns

Yet, you’re still wondering what exactly a customer call center even does in this day and age. Sure, in the past, customers phoned in their complaints and problems, but as technology has advanced, it may seem like a call center would be obsolete. Not true at all—the call center’s alive and kicking, and it’s providing great service to customers.

Answers Customer Calls

Today’s call center still provides those call-answering services you associate with it. Customers can reach out to your company by calling and talking to one of your customer service representatives. Perhaps they have questions or maybe they have complaints. Either way, your reps are fielding those calls to ensure customer issues are resolved.

This is still the basic function of a call center, although it’s most definitely not the only service it offers.

Offers Support via Other Means

People communicate with each other in many different ways these days: text, live webchat, social media messaging, and email. So a good customer call center doesn’t just answer calls all day long; the reps staffing these centers are also interacting with your customers through a number of different channels.

While some firms have been slow to roll out multi-channel contact centers, they’re clearly the way of the future. Fewer customers want to pick up the phone and call—especially if it means they have to wait on hold – they want options. Many customers prefer channels such as live webchat, which allows them to connect instantly and on their terms.

Offers Support for the Savvy Customer

As customers shun the phone, they’re also becoming more self-sufficient. They look for answers themselves before they pick up the phone or fire off a text message. Aas more and more customers become self-sufficient, your services need to adapt in order to provide the right support.

How you provide that support is up to you. It might mean including a FAQ section on your website, which customers can browse through to locate answers to their questions. Or you could create a user-run forum, where customers connect with one another to answer their questions. These solutions, of course, still need to be monitored, updated, and facilitated by your company—often by your call center staff.

Connects with Customers

Perhaps the most important part of customer service these days is actually being in touch with your customers. For every customer who reaches out to you, it’s estimated that another 26 simply stay silent—even if they’re having trouble with the product.

A customer call center can help you contact these customers by reaching out to them, instead of waiting for them to make the first move. If customers visit your website or your store, your call center can reach out and ask them about their experiences. The call center can even reach out to new or potential customers with a great offer they just can’t refuse.

Gets Insights

One of the biggest advantages a customer call center can bestow on your company is its data. Call centers collect a lot of information about your customer base and about individual customers. Since it’s all centrally located in the cloud, you can analyze that data to gain better insight into who your customers are and what they want from you.

Your call center can and should employ a number of metrics to measure customer satisfaction, customer retention, and more. These insights can help you improve your customer service delivery and enhance your customer interactions.

 10 Reasons Why Attrition is a Bad Call Center Metric

Kenny Johnston

Kenny Johnston

Kenny brings over 20 years of industry experience to his role as president of Bill Gosling Outsourcing. He began his career in the United Kingdom in 1993, and has progressed his way through the ranks to his current role. Kenny is responsible for operational budgets, developing client relationships, and working to create the long-term vision, business philosophy, and company culture that Bill Gosling Outsourcing aspires to.

Find Kenny Johnston on: