Insights

3 Strategies for the New Enhanced Call Center

May 06, 2016

At Somos, as a part of our Year of Connections research series, we’re taking a look at how companies can build stronger relationships with their customers.

The role of the traditional call center is changing. It’s no longer simply focused on sales or solving problems, but on exploring proactive opportunities to deepen customer engagement. The channels, tools, skills, and strategies required to successfully implement and run such an active hub earns this new kind of enhanced call center a different name: the Interactive Engagement Center.  

The latest research and best practices for companies ready to learn about this transformation in customer service focus on the three following key strategies:  

1. Going Above and Beyond 

Increase customer engagement by offering a differentiated experience that integrates the human touch within digital channels. This means proactively intuiting and delivering what customers need from a customer service interaction.  Approaching each call with a can-do attitude and the intention to go above and beyond for each customer will turn regular patrons into brand enthusiasts and evangelists.

2.  Choosing the Perfect Channel

Combine the right channel strategy and proactive contact by guiding customers to the most appropriate channel for their inquiry. When a customer learns that they can expedite routine types of contacts, such as booking hotels or ordering flowers, through texting to Toll-Free, you introduce a whole new way for them to interact with your business that saves them time and effort.

3.  Getting to Know You

Exploit cross-selling opportunities with personalized and tailored offers in the customer’s chosen digital channel. Having your number in your customers’ phones gives you the unique opportunity to get to know them on a personal level. Getting to know your customer’s preferences and interests via text and voice will allow you to custom craft offers that they are the most likely to take you up on.

These are three key strategies that are transforming conventional call centers into Interactive Engagement Centers, where Toll-Free Numbers connect customers and businesses via voice and text.

Stay tuned in the upcoming weeks when we talk more about the importance of The Human Factor in going the extra mile in customer service.

KEY TAKEAWAYS:

"The role of the traditional contact center is changing." 

"Approaching each call with a can-do attitude and the intention to go above and beyond for each customer will turn regular patrons into brand enthusiasts and evangelists.”