Planning Guidelines – Contact Center Upgrade

According to Gartner, 78% of companies have identified their customer relations/ call centre as a key competitive differentiator. There are multiple options for available today for both in house and outsourced contact centers.  

Key Benefits

• Tracking tools and performance reports to evaluate your customer responsiveness and agent productivity.
• Multi-channel communications beyond just voice, including email, SMS messaging, and social media.
• Improved customer loyalty and recommendations.
• Improved employee satisfaction.

Key Considerations – Planning Steps

1. How do your customers prefer to contact you?
   Is multi-media a beneficial option?
   How do they rate your current contact center?
2. What are your current bottlenecks or constraints for customer service?
3. How do your employees feel about the performance of your contact center?
4. Do you have (or want) adequate follow up communications and measurement systems? Note: Many of these can be automated today.
5. Do you prefer an internal support system or outsourced (North American preferred) ?
6. From the above, prepare a list of key objectives to improve your customer contact centre.
7. Send out an RFP to selected key vendors for your area or industry.

For more information or to schedule a no obligation 10-minute discussion to discuss your objectives and identify a strategy to come up with the right solution, click here.