If you were to take a moment and list all of the contact channels you use every day, you would likely end up with a pretty staggering list. Most people use a landline phone, a mobile phone, texting, instant messaging, voice and video chat, Twitter, Facebook (News - Alert) messages and more each and every day. For this reason, we, as customers, are adapting to a multichannel lifestyle. Outbound call centers must move themselves into the new millennium and embrace these new communications forms.
Let’s face it, customer service can make or break your company. If you are not on the cutting edge of communication, you might let customers slip through your fingers. Perhaps your call center is strictly designed to make outbound calls. Some customers would prefer other methods of contact and might take their business to a company that uses those channels.
Many people see certain types of communications, like calls and faxes, to be outmoded. They would much rather receive a text message or an e-mail alert than a phone call, which is likely to be ignored and go straight to voice mail. These other methods of contact allow customers to take ownership of communications and manage contact on their own terms, on their own time.
Of course, this will make the outbound call or contact center a more complex workplace to manage. It would involve implementing new technology, creating new policies and training or retraining agents. But in the end, if it makes customers more comfortable and easier to reach, it will help increase customer service scores and decrease churn. And, in such a competitive time when companies are looking to retain customers as often as create new ones, this can be a huge gain. It is about time that outbound call centers entered the 21st century, don’t you think?
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