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7 Popular Contact Center Misconceptions And the Truth About Them

Source | AMEYO : B Hemani Sehgal

“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” ― Raheel Farooq

Call centers and contact centers usually have a cloudy image in most of our heads. We either think of contact center reps as lowly reps, who don’t give a damn about customer service – someone working odd hours, smoking cigarettes while talking about in-call frustrations, else we mistake them for people who they actually are not. And, it is often ‘the people’ who make a working space productive; a top-notch go to office and much more.

So, how unfair it is on our part to not give them their due credit and undermine their hard work and persistence? After all, the work they do is not easy, and not even moderately close to everyone’s cup of tea.

Ever since its first appearance over a decade ago, the contact center business has had a foothold on our cultural subconscious and has been a huge source of employment. Some have criticized this industry for lacking career growth opportunities, while others have defended it for providing a big push to the employment rate for the last 10 years. So, many perceptions, half-truths, and rumors flock this industry that it’s now hard to separate fact from fiction.

To get this sorted, here’s an attempt to clear their image and other misconceptions people often have about the contact center industry.

1. Call centers and contact centers are only for incoming calls from customers

In the traditional sense, this statement could hold some value, that too if we only talk about call centers and not include contact centers. Today, however, the scenario has swiftly changed. Contact centers now a days offer a variety of platforms for customers to communicate and raise their queries or concerns, apart from outbound calls.

2. Contact centers are only for large businesses

Contact centers have adequate resources which can support your business requirements right from the scratch. They have multiple productivity tools for a variety of different departments to pick from. From a business which needs only a couple of agents working and scheduling appointments, contact centers can cater to large enterprises with workforce management tools and enhanced call routing mechanism, to improve your engagements with customers.

3. Your business uses IVR, hence no need for a contact center

If your business uses IVR or Interactive Voice Response system, it still doesn’t cater to all your customer engagement and services need. A contact center can streamline your workflow from the basics to taking customer service for your business to a whole new level with chat options, self-service options, interactive video telephony, managing and routing calls while customers are in queue.

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