With increasing competition and unpredictable customer behaviour, contact center softwares have now become strategic assets for organizations and start-ups who wish to capitalize the market as quickly as possible.
Driven by unique and disrupting business models, start-ups have witnessed this transformation and have recognized contact center softwares as revenue generating entities.
Capitalize on up sell and cross sell opportunities:
Start-ups realize the revenue generation opportunities in up selling or cross selling activities, and with contact center softwares powering their communication processes customer service agents are encouraged to recommend related products/services during inbound calls.
Contact centers software displays customer information and the best product to pitch the customer-based on their previous transactions, spending patterns, etc. This dramatically improves closure rates.
Customer loyalty and advocacy:
Customer loyalty and relationships are the new currencies that drive business success and revenue.
Organizations who invest in customer advocacy are able to see a higher reciprocal investment in customer lifetime value and wallet share. Customer advocacy has now become a competitive differentiator among organizations, and start-ups seek measures to capitalize on customer engagement. With contact center software driving customer communications across all conduits of communication, start-ups are able to establish customer loyalty with ease.
Maximum customer contacts:
Start-ups that depend on outbound calling to generate revenue are able to observe a dramatic change in revenue projections before and after implementing a predictive dialer.
This enables the agents to connect with more customers in a defined time substantially improving productivity and the chances of exploiting revenue generating opportunities. Start-ups are poised to grow exponentially in the next five years along with growing spending power. They need to invest in technologies that are able to swiftly serve customers before their competition does.
Best resource to serve customers:
Contact center softwares are equipped with routing logics that determine and direct customer communications to the best-skilled agent in the center to handle the call.
Start-ups can utilize the routing logics to direct customer calls to an idle agent, best-skilled agent, or customer preferred agent.
Match customer demand:
Missing a customer call might mean losing out on a business opportunity, or even worse, losing a key customer to a competitor.
Since start-ups cannot risk losing out on such opportunities, they need to make sure they never miss a call. These hiccups are normally seen in organizations because even if they predict a spike in inbound customer calls, their system wouldn’t be flexible enough to manage resources to adequately meet the demand.
Scalable and flexible contact center software is able to quickly scale up and down resources to immediately meet customer demand without any technical dependency.
Overall, Contact centers are no longer a channel to resolve customer issues and render customer support, but also a channel for incremental business revenue.
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