Call centers can bring a number of positive changes to any business which deals with customers. They give valuable insights into the behaviour of customers and the work of call center representatives. This is a great solution that enables companies to provide a high-end customer service to their clients. At the same time, it improves the effectiveness of internal operations since the contact center software that is used in call centers normally has various features for a better data management.
Many industries can profit from using the call center software. In this post, we’ll discuss some of the most common businesses that use this technology and explain its benefits for each.
A service CRM effectively combines various utilities for a support team within a single cloud-based platform. A service CRM platform creates an effective way of combining different inbound enquiriesthrough different channels and resolving them on asingle dashboard. This is known as the ticketing system. This also accelerates the support process through efficiently distributing inbound enquiries between agents, managing support inquiries and delivering more proactive issue resolutions. By unifying all enquiries, it can also intimate about unresolved issues beyond a certain time point. In short, the service management software forms a strong bridge between the business and its customers.
Business Process Outsourcing (BPO)
BPO companies usually provide critical assistance. Some examples of their services include accounting, human resources management, payroll, as well as the assistance in sales (lead generation, cold calling). Therefore, if one of such services stops functioning properly, the customer will suffer immense financial damage, and it’s not important what position this client occupies on the market. Overall financial health of BPO is governed by their capability to meet the customer demand, and stable call center solution is one of the ways to ensure that. With the help of this software, BPOs make sure that all the services are delivered on time. Likewise, it enables the companies to process the leads quickly and effectively, and pass them over to the customers along with the reports. Even though the companies in this industry usually don’t stay in the limelight, their organized work is very important.
This industry encompasses a wide range of services. Call centers are extremely useful for banks and various financial institutions, as well as tax services and stock brokerages. These are just some examples of similar organizations that take advantage of the call center software from day to day. The call volumes vary between seasons, so the financial service companies especially appreciate the cloud-based call centers because they need to scale very often. At the same time, the financial service companies can use the call center technology for planning and forecasting their agents’ workload, lead generation, outbound cold-calling (telemarketing), sales, and consulting during inbound calls.
Another business that benefits from a call center is healthcare. This industry is dependent on call centers to some extent since the vast number of facilities, including hospitals, pharmacies, outpatient care, medical insurance, and many more, build their whole working process around receiving calls. Without this ability, it wouldn’t be possible to arrange the business operations in a proper way. Owing to this powerful software, the healthcare workers remember to fill prescriptions and the patients don’t wait on hold for hours to set up a doctor’s appointment. Also, it helps the agents handle calls more effectively, and it is very useful in managing the surveys, collections, and payments. Thus, the healthcare industry mostly benefits from inbound call center solutions, which enable the consulting services (e.g.providing information about working hours, available services, etc.). However, the software can also be used for outbound calls in medical settings (e.g. informing patients about some changes, hot offers, etc.)
It is not quite obvious why the consulting services might need to use call centers in their work. However, the demand for this software in the consulting industry is almost as urgent as in healthcare. This peculiarity is due to the two main reasons. First, the client base of this business spreads geographically across many different regions. Second, the service itself cannot get by without the call center platform because the consultant needs to stay in touch with the client at all times, especially if the consulting branch is very narrow or highly technical. The cloud-based call center application is perfect for the consultant-customer interactions in this industry as it keeps record of all the interactions and functions as a stable channel of communication. Namely, the consulting industry can use this technology for attracting new customers via cold calls or for processing inbound calls from their prospects.
The industries mentioned above are the most common examples of the businesses that can use the software for call centers. However, as we have noted earlier, this technology is applicable pretty much for any business-to-consumer (B2C) and business-to-business (B2B) industry. In reality, any company, from the newspaper publishing company to automobile mechanics service centers can leverage the cloud-based call center solutions to their advantage. For example, the call center application can be used by the company to capture the lead who has filled out the form on the website and make an automatic callback (or add the lead into the cold call campaign). This application is user-friendly, inexpensive, and highly effective at the same time.
The cloud-based software for call centers is a great solution for many businesses as the scope of its functions has gone far beyond making simple calls. Hence, if your business presumes dealing with customers, you might also benefit from this technology.