The Evolution from pure Call Centre to Contact Centre

Friday, September 25th, 2020

The phrases ‘call centre’ and ‘contact centre’ are often used interchangeably.

Whilst the former may have at one time evoked memories of waiting endlessly on the end of the telephone, a modern contact centre solution does not hold any such negative connotations, and is often a seamless extension of the company it represents.

Whilst telephones remain at the heart of the modern multi-faceted contact centre, they are just one part of an array of communication options which now includes email, web chat, SMS, and of course social media, and with the internet providing more and more global opportunities, it is vitally important that a business’s customer care services are made available 24/7. 

Even before the recent COVID driven challenges, professionally implemented outsourced customer services enabled businesses to stand out from the crowd. Delivering superior customer service encourages repeat business and helps to consolidate the customer base through retention and recommendation.

Online reviews and social shares are often critical to success in that customers make choices not just on price and availability but also on how a company deals with a problem when things go wrong. Problems will always be a part of doing business, but if the resultant customer interaction is handled courteously and efficiently, the outcome can often be more positive for that business than it would have had the issue never occurred!

A business’s contact centre may sometimes be the only contact with your customer. If the entire process goes smoothly, buying or any form of online interaction can be an incredibly positive experience, however, the moment there is a query or a problem to resolve, that is when delivering excellent customer service utilising live call handling and, if required, call escalation can really count.

So, how can we help you and your team deliver that for your business?

A professional inbound contact centre like ourselves here at mplcontact Sutton Coldfield, Birmingham can really help your business provide the service your customers deserve.

Call us on 0121 362 7001 today for a no obligation exploratory chat regarding our complete range of contact centre services or alternatively click HERE to contact us via the online enquiry form on our website and one of our specialists will be in touch as soon as possible.

We very much look forward to hearing from you.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society