Key Components to Look for in a Contact Center

Endicott Blog 10-1

Share:

Share on facebook
Share on twitter
Share on pinterest

Teaming up with contact center that has up-to-date technology, highly-trained representatives, and a proven track record can make all the difference in meeting deadlines as well as accomplishing business goals. There are a number of services to take into consideration when examining which contact center is the right choice. This includes inbound and outbound call assistance, social media monitoring, email and live chat support as well as the role of Artificial Intelligence.

Partnering with a contact center means receiving the support needed to place businesses of all sizes on the right path to growth and expandability. In order to maintain a successful business or organization, operations must flow smoothly and efficiently to ensure it stands out from the rest in the industry.

On top of services offered, there are key components to keep in mind when making the decision to team up with a contact center. Let’s take a look at a few of them.

SOC II Certification

When outsourcing operations, businesses must make information security a priority to prevent the mishandling of data. Protecting data, securing enterprise relations and being on the lookout for malware is imperative to establishing business integrity. Call centers that are SOC II certified have been externally audited to prove trustworthiness of services. The specific criteria that this certification assesses includes privacy, availability, processing integrity, security, and confidentiality.

Being HIPAA Compliant

When partnering with a contact center that is HIPAA compliant, a business is following the necessary protocol to protect it against security threats. Ensuring that regulatory standards are met is vital for every business. For example, health information is protected by law and health industry customers expect their sensitive information to be safeguarded. Secure business dealings are critical to all aspects of maintaining a business. A businesses’ integrity won’t be brought into question as confidentiality is upheld in a professional manner.

Financial Savings with Call Centers

Using call centers as a resource saves businesses money and time. Omnichannel platforms allow inquiries to be handled in one place, and this has become the future of call centers. Labor costs shouldn’t dictate the flow of a business. A contact center can support the needs of a business while customizing services that fit its volume, especially for businesses that are short-staffed or that may experience high volumes during peak seasons.

Productivity Enhancement

A greater focus is placed on long-term results When a business chooses to outsource with a contact center. Highly-trained agents are able to improve customer experiences, which increases overall satisfaction. When the person on the other line knows exactly what is needed to be done to find solutions, productivity sky-rockets. Management and business leaders are also given more leeway to focus on other issues extensively as agents take charge of day-to-day operations.

Conclusion

Making the choice to begin such a partnership is a big deal. That’s why business leaders need to deeply evaluate providers to ensure they choose a contact center that reflects and lives up to the critical components needed for long-term success. Whether it’s increasing sales, improving customer satisfaction or upholding a competitive advantage, the services provided by contact centers can aid in the enhancement of any business.

About Ansafone Contact Centers

Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.

Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.