The Power of Presentation: How Contact Center Solutions Help SMBs Compete With The Enterprise

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Small businesses need to understand a basic fact about Contact Center solutions: They’re about much more than handling incoming calls.


Adding Contact Center capabilities to a business doesn’t just facilitate communication or allow agents to answer phones. A powerful and cost-effective Contact Center allows businesses, no matter how small, to present themselves as sophisticated and adept organizations.

Effective Contact Center solutions can make a small group of entrepreneurs working out of a single office appear to the customer as barely discernible from larger competitors with multiple departments or locations.

The truth is, the power of a Contact Center solution is that it empowers a business to present itself much bigger than it is, allowing SMBs to stand out amongst larger peers and competitors.

How Contact Center Solutions Make SMBs Look Larger

Whether you’re a one-man shop or a growing organization with mobile employees distributed in different virtual locations, sophisticated Contact Center solutions create the impression of a cohesive, centralized — and by association, financially viable — company.

Let’s face it: No one wants to sign a lucrative professional service agreement with a single practitioner who works on his cell phone. Yet clients will put their trust in a company with an expedient auto-attendant, a proficient call routing system, or the ability to create satisfying engagement experiences—no matter where employees are actually located, or how few people are running the show.

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For larger companies, in the 20-plus seat-range, Contact Center is about allowing a business to deliver more productive and positive interactions with customers, helping agents resolve issues and impart information. Contact Center functionality helps companies:

  • Better manage agents
  • Appropriately reallocate Contact Center staffing resources
  • Train the CC team
  • Assess operator performance

It can also allow agents to conduct tasks more seamlessly. Ideally, this is delivered through a single interface that integrates with back-office assets like the company’s CRM system, and that incorporates customer service channels such as social media, chat, and web-based communications in a single queue.

Identifying the Right Contact Center Features

When investing in Contact Center technology, opt for substance over flash. Don’t be dazzled by over-the-top but unnecessary features, because your customers will pay dearly for them — without much tangible benefit. A knowledgeable Contact Center solution provider will offer a rich list of meaningful features that improve business process agility. 

Here are some must-have Contact Center features to look for:

Skill-based routing: Intelligent routing systems automatically send callers to the department or agent with skills that are specific to their needs. For example, callers who require a specific language can automatically be routed to an agent with those language skills, instead of being transferred in search of an appropriate operator.

IVR automation: An IVR (interactive voice response) solution can help control costs for a business, since an automated attendant can provide certain basic information without ever involving a live agent. The most expensive element of any business is people. IVR helps businesses use those resources more wisely.

“Call Back and Queue”: Rather than keep customers in prolonged holding patterns when call volume is high, this feature gives callers the option to hang up and receive a call from an agent later. It reduces caller frustration and shows respect for their time.

Call reporting and analytics: Contact Center solutions can provide metrics for supervisors such as First Call Resolution, abandonment rates, and hold times. Vital insights like these help business owners assess which agents need additional support, which departments get the most call traffic, and what timeframes are busiest. Managers can then use this data to make decisions to reallocate operators, increase training, or augment staff during peak times based on this data. Without such intelligence, businesses may inadvertently ignore problem areas or overlook agents who need coaching.

Widget-based, integrated GUI: A customizable interface allows operators to arrange their desktop according to the functions they use most, optimizing their experience. In addition, the agent interface should be a consolidated “single pane of glass,” allowing operators to work from one screen rather than navigating multiple windows and disparate solutions. 

 

Appointment reminders: An auto-appointment system can call or text patients to confirm appointments or offer automated rescheduling options. This can save considerable labor, time, and cost over manual systems. 

 

One sure-fire way for an SMB to grow: It should proceed as if it’s already a long-established, well-oiled machine. A sophisticated Contact Center solution will deliver the tools your customers need, not just to appear as that proficient and successful competitor, but to become that greater company.

 

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