The concept of the contact centre is not a new one; in fact, it is a tried, tested and truly valuable part of organisational infrastructure for many companies.
The contact centre is always evolving, having once been simply a few people answering phone calls in a room together, to now being whole networks of people working on the same systems across different geographies, both national and international.
The technology has grown alongside the concept, with customers now being able to communicate with staff in a contact centre by phone, by email, by instant message and in some cases even by video conference. But with so many different methods and technologies out there, how does an organisation know which contact centre solutions are right for them?
When making plans around developing a contact centre, it is important to look at the requirements with the whole organisation in mind. First of all, identify the objectives of the organisation, and if growth is one of those objectives, plan your contact centre with enough room to grow and develop in order to accommodate the larger volumes of calls which may come from the company's growth. Secondly, consider the geography of the organisation. Are those that are contacting you all going to be in the same country, or will shifts be required in order to cover different time zones and localities?
If you are operating outside of the usual business hours, who will be in hand to provide technical support should there be a problem with the hardware? And most importantly, what are your competitors offering in the way of contact centre support? If all the other companies in your market are offering 24 hour help lines, then you will need to do the same. You may even need to go one step further, looking at ways in which you can differentiate your support system from those of your competitors.
The contact centre is always evolving, having once been simply a few people answering phone calls in a room together, to now being whole networks of people working on the same systems across different geographies, both national and international.
The technology has grown alongside the concept, with customers now being able to communicate with staff in a contact centre by phone, by email, by instant message and in some cases even by video conference. But with so many different methods and technologies out there, how does an organisation know which contact centre solutions are right for them?
When making plans around developing a contact centre, it is important to look at the requirements with the whole organisation in mind. First of all, identify the objectives of the organisation, and if growth is one of those objectives, plan your contact centre with enough room to grow and develop in order to accommodate the larger volumes of calls which may come from the company's growth. Secondly, consider the geography of the organisation. Are those that are contacting you all going to be in the same country, or will shifts be required in order to cover different time zones and localities?
If you are operating outside of the usual business hours, who will be in hand to provide technical support should there be a problem with the hardware? And most importantly, what are your competitors offering in the way of contact centre support? If all the other companies in your market are offering 24 hour help lines, then you will need to do the same. You may even need to go one step further, looking at ways in which you can differentiate your support system from those of your competitors.
About the Author:
Emily Collins writes on behalf of Britannic Technologies. To discover more about the contact centre options for your company click here.
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