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Analyzing the Benefits of an Omnichannel Contact Call Center

When a company experiences rapid growth, the current practices it has in place may not be enough to accommodate the additional workflow. At this point, considerations must be made in regard to the best way to proceed. Although partnering with an outside company to handle customer care could be beneficial, there is often hesitation when confronted with this decision as it can be difficult to hand over control of customer interactions. However, when partnering with a knowledgeable and experienced omnichannel contact call center that aligns with your company, the benefits far outweigh any uncertainties.


Customer care outsourcing offers customers benefits that companies alone may not be equipped to provide. In analyzing the benefits of an omnichannel contact call center, some of the perks customers will experience are:

  1. Multiple communication channels – Having a dedicated customer care team allows for communication through multiple channels, such as phone, email, chat, and even via social media. In meeting customers where they are, customer convenience is increased, which is a key factor in providing excellent customer service. By providing instant access to answers, customers know they can contact a company whenever they need to, which in turn increases confidence in the company.
  2. Access to the latest technology – Contact call centers have the ability to combine automation with human interaction. Omnichannel contact call centers offer clients access to software that can simplify processes and increase efficiency. Many companies alone cannot offer a large variety of software options, and partnering with a contact center with access to software that can seamlessly integrate with your systems is invaluable.
  3. Constant availability (24/7) – This results in faster problem resolution. Real-time problem solving and the ability to potentially send help links or other resources on the spot makes support extremely quick and efficient. There is no waiting on hold to speak with someone, or waiting for an email reply. Problems can be solved within a matter of minutes.


In addition to the customer benefits of an omnichannel contact call center, there are benefits that a company will experience as well, such as:

  1. Reduced expenses – Even with an increase in business, there is no need to hire additional employees. Having a dedicated customer support team that can accommodate customers through various channels is cost-effective, as it increases the ratio of service from one-to-one to one-to-many. The ability to assist several customers at once saves companies a great deal of money.
  2. Increased sales –  An omnichannel contact call center is able to focus on outbound marketing and lead generation, as well as customer care. This creates more opportunities to turn visitors into paying customers and increase a company’s overall sales.
  3. Expanded reach – The members of a company’s customer service team act as an extension of the business. Companies are able to reach and interact with a larger number of customers in a short period of time.

In analyzing the benefits of an omnichannel contact call center, it is clear that both the customers and the company itself stand to reap the rewards. Increased availability and convenience, faster response times, and a larger company reach are available, as well as cost-effective. Global Response works with clients to set up a streamlined, customized process that is unparalleled. Surprisingly, most major companies do not take advantage of the benefits of an omnichannel contact call center. However, companies that do have a clear competitive advantage in terms of customer care.


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