What is a Contact Centre?

If we say “Contact Centre” what comes to mind? Lots of people sat in an office on phones trying to sell you ‘stuff’. They are call centres, not contact centres – this is a common misconception and the two are very different.

A contact centre is single system that links up the different channels you use to interact with your customers i.e.  web, voice, email, data, social media, texting etc. so you can efficiently provide service and support to them. They are used in call centres, doctors, manufacturers etc. businesses that handle lots of interactions with individual customers.

We’ve all experienced delays and frustration while the person at the end of the phone tries to find our information, process an enquiry, reply to an enquiry, book an appointment the list goes on. With a contact centre all customer information is kept in one place making it easy to respond to customer’s needs.

All businesses have had to adapt to a new way of operating during and after lockdown. Our contact centres remote worker solutions has proven to be an ideal tool to help business safely and securely adjust to the ‘new’ normal and maintain delivering an excellent service to their customers.

As we look to the future and life post-pandemic there is a growing conclusion that home / remove working with continue putting even greater emphasis on the role technology will play in streamlining operating processes whilst keeping us connected to our data, colleagues and customers.

You can find out more about our Contact Centre Solutions here or call 01226 704 610 to speak to a member of our team who will be happy to answer any questions or queries you have.

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