How to choose the right communication solution for your call center

Kommunikationslösung für Call Center talkbase

Whether internal communication between team members or contact to customers and partners, the right communication tools make an important contribution towards the success of a company. When searching for a suitable communication solution, important aspects need to be examined. Find out in this blog article what matters when it comes to an optimal communication solution for your business.

Nowadays it is not easy to make the right choice from all the communication solutions on offer. To build a strategy that suits your requirements, you need to be aware of the differences between diverse communication channels and also know how to combine the various systems. These tools must also be easy to use as staff may feel overwhelmed due to the complexity of these systems. And what about your budget? If you wish to invest in several and/or expensive tools, you should not underestimate the cost!

The strengths of Unified Communications

When new communication technologies come on to the market, only very few companies are willing to replace their existing tools with completely new programs. They are far more interested in using their available systems together with new ones so that they are compatible. This is where Unified Communications comes in.

A Unified Communications strategy combines all components of a traditional call center and unites them in a single user interface. For example, this allows call center staff to receive and forward calls, handle queued calls and maintain customer data as usual. It is now possible, for example, to transfer a call from a chat directly to a telephone or video call. Therefore, the important question is not whether you wish to use a UC solution, but what features it should provide to enable your call center agents to work even more efficiently. The requirements differ from company to company. In this respect, some staff may only need an Instant Messenger and basic call center functions, whilst others may want to record calls or share their desktop.

Considering the needs of your staff

Staff are the key to the right strategy. Therefore, ask yourself which tools can simplify the daily work routines of you operators. Subsequently clarify which systems can be integrated into your existing communication strategy. Do not only examine the advantages for your team, but also ascertain the most efficient way to work within your company. Last but not least, your staff should also support you and the overall strategy. The optimal UC process therefore follows a certain plan, which is based on the needs of your users.

Asynchronous or real-time communication?

Most traditional communication methods are asynchronous. Fax, e-mail, voicemail, etc., offer the processes “send message, receive message, answer message”. However, the need to answer messages immediately, i.e., in real-time, has existed for a long time.

If you wish to communicate with your customers in real-time, you do not have to restrict yourself to the telephone. Collaboration solutions with Instant Messenger have for a long time made global customer communication possible. You can also share your screen with customers in order to navigate them through a process or help resolve problems, for example. The best way to keep pace with increasing demands and customer requirements, for example, is to combine classic communication channels such as telephone and e-mail with UCC in order to offer your target group a chat function. Your customers will choose the most effective option. This consideration is an important step towards customer satisfaction to make you stand out from the competition.

Get the best out of your communication solution

If you are searching for an optimal UCC solution, effective communication between your call center staff and customers as well as an intensive exchange of information among your team members should be ensured. Only in this way can efficiency and productivity increase within your company. Nonetheless: Whereas one solution with many functions may be perfect for a call center, this does not have to also apply to your business. Include your staff in the selection process, because after all, they are the ones that will be using it on a daily basis.

Leave a Reply

Your email address will not be published. Required fields are marked *