Should you be implementing new contact centre technology during a recession or is it a needless expe

Call Centre Technology, The Economical Contact Centre, Contact Centre Technology

What is the real impact of this as a strategy though – will immediate savings really result in a healthier business and improved overall profits or reduced losses? Often the answer to this difficult question in lean times is a simple no. What may seem to make more economic sense in the immediate term can actually impact a business negatively in the medium to longer term future.

The case of the call or contact centre is a good one, with the problems they face often being three-fold – the reduction/optimisation of staff (people) and the installation of technologies (Technology) and the efficiencies that should be gained by optimising processes (Process). The fact is, doing too much of the former and not enough of the latter (Technology and process) can deeply effect the bottom line of a business over time. The call or contact centre is the bridge between the customer and the business so it’s a vital cog in the machine and is a votal part of the customer journey and experience. Never more so than in tough times, the service the customer receives is crucial. Cutbacks can very easily result in the loss of customers – the retention of which will make the difference between a company thriving or dying.

Recruiting and retaining good quality engaged staff should be at the forefront of any business’ agenda. The customer experience will ensure they stay with you and therefore keep orders coming through the door. It’s not simply a matter of having good quality people available to answer queries or sales calls however – profitable businesses understand it’s about increasing the efficiency of processes in order to maximise output and therefore ROI.

The answer to this is to implement the right technology. Contact centre technology is vital in achieving a lean business model that’s as efficient as it can be and therefore returning the best possible profits. Being able to offer exemplary customer service through enough well-trained staff ought to be the minimum requirement; being able to make the most of your staff with the right technology will give you a greater edge over your competitors and ensure profits remain healthy.

Implementing multi or cross-channel communication technology means that you are able to interact with your customers in a number of meaningful ways and, crucially, customers are able to reach you successfully and in a way that suits them. Calls are one way of interacting with new or existing customers however offering a layered approach – emails, SMS, web-chat, social media, as well as calls – will create a streamlined and effective contact process.

The investment that is put in to call or contact centre technology pays dividends through increased ROI, happier customers (greater retention) and also happier and more engaged staff. The fact is the temptation for cutbacks or delaying the implementation of newer technology will put you behind the competition which will mean a reduction in business – a recipe for failure no matter the initial savings you may have been able to make.
If you would like to read more about the economics of the contact centre download our e-Book “The Economical Contact Centre” to understand the issues more closely.