June 15, 2016 Scott Allan

What Small Businesses Can Learn From Contact Centre Methodologies

If you have a small business and want to boost the sales of your company, you might want to look at how contact centres operate and the technologies they use.

Many contact centres have mastered a streamlined process that allows them to have unified operations in order to serve as many customers as possible at any given time. These best practices and technologies can be applied to any businesses, and if done right, can bring huge opportunities for increased profits and greater customer loyalty.

Enhance Your System and Processes

The average contact centre conversation across all industries is between 4 to 6 minutes. Throughout this time, the IVR system should be functioning properly, and the agent must be able to address the needs of the customers. If one element of the process is unsuccessful or if it’s simply unresolved, the chance of a sale goes right out the window.

Before any contact centre can think of exploring sales increase opportunities, the first step they do is to guarantee that calls are being managed efficiently and effectively. From the prompts and auto-attendant greetings to how long the customer waits, the customer experience needs to be very high in order for him/her to be satisfied and engaged.

This same level of customer satisfaction must be maintained by small businesses in order to gain repeat customers.

Get The Attention Of Your Target Market

Once the system and staff are in place, the next step that contact centres do is to look for opportunities to educate and inspire their callers. This usually happens with informative on-hold messages to encourage customers to want to find out more about what they offer.

Same goes for other businesses. It’s important to identify your target market right off the bat and know what marketing tools you can use to reach them and inform them about your products.

Multi-Channel Capability

Consumer preferences when it comes to how they interact with an organization have quickly evolved over the last few years. It not only involves offering the choice of phone, social media, mobile, web, email, chat, video, and other self-service channels, but at the same time ensuring that the customer experience is dependable across all these channels.

Small businesses must be able to utilize different channels when marketing their products. Be it social media, phone, mobile, email, and other channels. And the quality of customer engagement must be the same across all channels.

Voice of the Customer (VoC)

According to latest international studies, 68% of contact centres have a voice of the customer program (or variation thereof), and is steadily increasing year on year. The key to VoC programs is to devise actions through the data collected. Customer feedback can be captured through different sources, which include online surveys, post-call surveys, speech analytics software, and email surveys.

Give Your Business a Push Now

Bring your business to new levels of success by incorporating contact centre technologies and methodologies to your business. Knowing what customers want is an integral part of any business. Investing in contact centre technologies and methodologies will give your business the push it needs to interact with your customers better. Leveraging these technologies will also give your business a competitive edge to help you stay ahead of the competition.

About the Author

Scott Allan Sales, Business Development and Contact Centre Specialist. Father of 4. World's Greatest Dad... According To My Mug I am business development and contact centre professional with over 15 years experience in a wide variety of sales and operational roles including running my own business'​. I am currently in the role of Director Of Sales and Partnerships with OneChat. I have also been recently named one of the 30 Most Creative Corporate Leaders To Watch by Insights Success Magazine, 2017. I look forward to assisting your business improve their operational efficiency, improve your customer experience and drive performance.

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