Thursday, December 5th, 2013
Everyone is familiar with the term call centre, but a new service type is beginning to come to the fore when thoughts turn to the customer services industry.The term ‘contact service centre’ is much better suited to modern ‘call centres’ such as mplcontact, if only to amplify the fact that customer services in this context no longer refers simply to a “telephone only” service. With the popularity of smart phones and the mainstream adoption of online messaging services and also social media, there are a multitude of ways in which customers now expect to be able to get in touch with a company, to be able to do such things as voice concerns, get technical support , award praise where it is due etc.
Some companies now have a presence which extends across at least two or three platforms including perhaps a contact form on their website plus email (possibly with a live chat facility), maybe an SMS system to send/ receive text messages and not forgetting the good old fashioned (as upgraded for the 21st Century technology), telephone system. In all senses, modes of communication are diverse and remain a very fast moving medium, with, it would seem, new methods being added monthly as shown by the explosion in social media. That said, as contact methods become increasingly disparate, with each new method added, the need to outsource may grow exponentially.
Evidence indicates that keeping abreast of current communication trends and above all else, giving your customers what they desire when they are trying to communicate with your business, is likely to lead to a much more satisfactory customer services experience, enhancing your reputation in the process and as such, increasing the likelihood of customer retention, a very good thing in itself.
So, why not ensure that you are keeping up with the latest communication trends so that you can give your customers the support channels they require? Either complete our enquiry form or call us today on 0800 018 6009 to find out what mplcontact can do for YOUR business.