5 Essential Contact Center Components (2023)

As experts in the delivery of on-demand contact center services, we never tire of explaining the ins and outs of how they work and what they can offer businesses. To that end, we’ve recently explored the basics of the modern contact center — including how to know whether your business needs one, and, if so, what type of center is best suited to meet your specific operational needs.

5 Essential Contact Center Components (1)

Now it’s time to look at the next step. After you’ve decided that your company should have a customer service center—whether that means:

  • Implementing your own, partnering with a third party to set one up on your behalf.
  • Or hiring the services of a dedicated, virtual contact center solutions provider.

Either way, it’s time to make sure that you’re getting all the contact center components necessary to meet your goals.

It’s true that some components will vary, depending on your unique business needs, such as what communications channel is given the most emphasis, or what level of staffing corresponds to your busiest times of the day, week or year. But it’s also true that some factors should be in place for all outsourced call center services, no matter what type or size of business they serve.

So, whether you’re building your own customer communications network, or paying someone to do it for you, make sure you’re getting the most out of your investment: Double-check to make sure the following five contact center components are in place.

5 Crucial Contact Center Components

#1: Emphasis on Top-of-the-Line Phone Communications

5 Essential Contact Center Components (2)

Never underestimate the importance of phone-based communications.
Source: www.shutterstock.com.

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Granted, the modern contact center is made up of much more than just traditional phone systems—often encompassing a huge variety of communications channels that includes instant messaging, social media management, in-app chat functionality, email marketing and many, many others. That doesn’t mean, however, that the importance of phone-based communications should be underestimated.

“70% of mobile searchers prefer to call a business directly from the list of search results.” Click To Tweet

According to a 2018 news release from New Voice Media, 75% of consumers still prefer to speak to a live agent when they contact a business, often by a basic, phone-call setup. And for today’s tech-savvy consumer, this requires more than just an old-fashioned landline: Research from Google shows 70% of mobile searchers prefer to call a business directly from the list of search results.

“75% of consumers still prefer to speak to a live agent when they contact a business, often by a basic, phone-call setup.” Click To Tweet

So, not only should you still give your customers the option to reach you via phone, but you should also empower them to do so in a number of ways—such as a one-click-call option in search results or on your website.

5 Essential Contact Center Components (3)Action Item: When you’re setting up a contact center, phone-based tech needs to be at the top of your list, in a way that uses the latest technology, such as VoIP tech directly integrated into your website.

#2: Capacity for Email and Text-based Communications

5 Essential Contact Center Components (4)

As many as three in every four Millennials prefer to communicate via text rather than make a phone call.
Source: www.shutterstock.com.

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But as important as it is to ensure an emphasis on phone-based interactions, it would be a mistake to focus only on that aspect of customer communications. Particularly with younger generations, the phone is, at best, a secondary mode of communication: As 2016 news release from OpenMarket reveals, as many as three in every four Millennials prefer to communicate via text rather than make a phone call.

And for this same generation, email remains more popular than talking via the phone, per a Forbes report on Millennials’ communications preferences. And as the buying power of the Millennials continues to dominate U.S. commerce, any customer service center should make it a priority to accommodate their preferences.

5 Essential Contact Center Components (5)Action Item: : Exactly which of these channels should be your main focus remains subjective; “it pays to know the advantages and disadvantages of each,” writes Larry Alton in the Forbes report. “Adjust your communication style to suit the generation you plan to speak with”—and make sure that your contact center is set up in a way that lets you engage with them all.

Adjust your communication style to suit the generation you plan to speak with”—and make sure that your contact center is set up in a way that lets you engage with them all.

#3: Cutting-edge Technology: Hardware, Software and Security

5 Essential Contact Center Components (6)

Yesterday’s systems simply won’t do if you’re trying to win over demanding customers, particularly young ones.
Source: www.shutterstock.com.

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By this point, it should be crystal clear that a modern contact center needs to handle an advanced variety of communications—which, in turn, requires an array of technology to accommodate all of these diverse channels. This means shoring up your center with the technology that agents need to communicate quickly and effectively via web browser, internet-enabled phone or any other channel.

And this requires making use of the latest, and most sophisticated, communications software, as well as the hardware on which it runs. Yesterday’s systems simply won’t do if you’re trying to win over demanding customers, particularly young ones. And all of this equipment needs continuous updating to make sure the latest version is in use, and that its security features are as up to date as possible.

5 Essential Contact Center Components (7)Action Item: Setting up the technological foundation needed to run a top-of-the-line contact center can be challenging, given the expense and the expertise required. Before making this investment, determine whether partnering with an on-demand contact center service provider will be a more cost-effective route.

#4: Tech-savvy IT Personnel and Customer-friendly Agents

5 Essential Contact Center Components (8)

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Technology problems requires employing IT experts who can make sure that your operations run smoothly and securely at all times.
Source: www.shutterstock.com.

All of this strategy regarding customer service channels, and technology to base it on, amounts to very little if you don’t also have the personnel on hand to put it to its best possible use. That means employing IT experts who can make sure that your operations run smoothly and securely at all times, and service agents who bring the highest standards of customer care to your efforts.

5 Essential Contact Center Components (9)Action Item: In an era when highly skilled agents are in huge demand—and can therefore demand top dollar—staffing a team of onsite agents can be a challenge. Before you start crafting a hiring plan, consult an on-demand service provider to gauge whether using a virtual contact center will be more cost-effective than hiring a full-time team of agents and IT pros.

#5: Data Tracking, Reporting and Performance Monitoring

5 Essential Contact Center Components (10)

Make sure that all of the tech infrastructure in your contact center includes the capability for continuous monitoring and reporting.
Source: www.shutterstock.com.

One of the chief benefits you get from equipping your contact center with the latest and greatest technology—beyond the obvious advantage of enabling you to interact quickly and effectively with customers on whatever channel they prefer—is the ability to track and monitor all communications. And that, in turn, gives you the power to continuously measure your performance and implement regular improvements.

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This is expertise that goes beyond information technology and customer care: It means implementing a plan to measure your most important communications metrics, from the basics (such as customer hold time and agent retention) to the advanced (speech, satisfaction and cross-channel analytics). The constant monitoring of this data is crucial to continuously improve your customer service.

5 Essential Contact Center Components (11)Action Item: Make sure that all of the tech infrastructure in your contact center includes the capability for continuous monitoring and reporting. If you’re partnering with a third party, make it clear you expect to be kept in the loop with regular updates and consulted on how to apply that data to achieve continuous improvement.

Make Sure You Have All the Call Center Components You Need: We Can Help!

Working Solutions has more than 20 years of experience helping businesses of all sizes and across many industries implement superior customer care solutions. Think of us as a partner to ensure you have all the necessary contact center components to drive customer satisfaction and loyalty—and to achieve the optimized growth that comes along with it.

FAQs

What are the 4 key features of a contact center? ›

The modern Contact Center consists of four main features.
  • Telephone. ...
  • Messaging and Mobile Apps. ...
  • Web Conference/Video Calls. ...
  • Customer Data Analytics.
1 Dec 2021

What is a key component of a BPO? ›

Customer interaction services: The BPO company would cover a business's voicemail services, appointment schedules, email services, marketing program, telemarketing, surveys, payment processing, order processing, quality assurance, customer support, warranty administration, and other customer feedback.

What is the most important aspect of a contact center? ›

Communication skills: Agents need to not only understand customers and the company's offerings, but also have the ability to convey that information in an effective manner. Efficiency: Contact centers are fast-moving places, and agents can only thrive if they are efficient in their customer interactions.

What are the five pillars of contact centre? ›

The 5 Pillars of the Modern Contact Center
  • Omnichannel Capabilities that Makes Customer Service Seamless. Today's customers communicate across channels and platforms. ...
  • On-Demand Self-Service Model for Customers. ...
  • Advanced Tools for Agents to Provide Better Support. ...
  • AI & Predictive Analytics. ...
  • Scalable Infrastructure.
31 Mar 2020

What makes a great contact center? ›

Call centers need people with a natural ability for customer service, good listening skills, effective communication skills, an excellent memory, and an enthusiastic attitude. It's the intangibles like enthusiasm and ability to listen that often make the best employees.

What is KPI in contact center? ›

A KPI, or key performance indicator, is a metric that contact centers use to determine if they're meeting business goals such as efficiency and delivering exceptional service.

What is a contact center model? ›

A call center staffing model is a framework to determine how to add staff depending on call volumes and how long customers can be on hold. It often takes into consideration after-call work (ACW) and mandatory breaks.

What are the main functions of a contact centre? ›

A contact center is a central point from which organizations manage all customer interactions across various channels. Their primary purpose is to offer customers efficient and effective technical support, customer service and sales assistance.

What are 3 key components in a companies delivery system? ›

All delivery business models come down to four components: marketplace, kitchen, logistics, and feedback. To increase the operational efficiency and maximize delivery profitability, it is important to reflect on and integrate each of the components into one system.

What are the components of outsourcing? ›

The Key Elements of Effective Outsourcing
  • Reduce Cost.
  • Increase efficiency.
  • Focus on core areas.
  • Save on infrastructure ad technology.
  • Enable risk-sharing opportunities.
  • Access to effective resources.

What are the 7 qualities of good customer service? ›

7 Must-Have Qualities of a Stellar Customer Service Rep
  • Problem-Solving Skills. The number one skill you need to excel in for good customer service is problem-solving. ...
  • Clear Communication. ...
  • Friendly Attitude. ...
  • Empathy. ...
  • Business Acumen. ...
  • Product/Service Knowledge. ...
  • Strong Time Management.

What are the 6 pillars of customer experience? ›

Developed by KPMG Nunwood of the UK following research involving more than one million customers across three continents, the system spotlights six key principles as the building blocks for customer experience success: personalization, integrity, expectations, resolution, time and effort, and empathy.

What are the five pillars of development? ›

The Five Pillars model suggests five indicator cate- gories that can measure a community's likelihood of long-term economic success: (1) health, (2) education, Page 8 8 O'Hara • The Five Pillars of Economic Development (3) environmental quality & recreation, (4) social & cultural amenities, and (5) information & ...

What is an intelligent contact center? ›

Intelligent contact centers let their customers connect in ways most convenient to them. Each person has their own preferences and comfort zones when it comes to using technology to connect with customer support teams. One person may prefer chat, while another wants to talk with an agent live on the phone.

What are the 3 types of KPIs? ›

Types of KPIs include: Quantitative indicators that can be presented with a number. Qualitative indicators that can't be presented as a number. Leading indicators that can predict the outcome of a process.

What is SLA and KPI? ›

SLA and KPI are components of business process management, also known as BPM. The term SLA is an abbreviation for service level agreement. KPI, on the other hand, is commonly referred to as a key performance indicator. They are both concerned with tracking specific metrics of your company's performance.

What are the three most important KPIs? ›

The 3 Best KPIs For Measuring Your Marketing Success
  • Goal #1: Build brand awareness. To grow your sales, you need to build brand awareness or consumer recognition. ...
  • Goal #2: Generate new leads and acquire new customers. ...
  • Goal #3: Customer engagement. ...
  • Customizing Your Own Relevant KPIs.
13 Apr 2021

What is difference between call center and contact center? ›

Like call center services, contact centers operate within an organization or may be outsourced to a partner. But unlike call centers, contact center agents interact with customers across multiple channels, such as messaging, phone, apps, text, email, social media and web.

What is a contact strategy? ›

Refers to the effort taken to better interact with customers once the company has undertaken a journey mapping effort. Usually a segmentation has been completed using the customer data, so that the company can be strategic in how it targets its communications efforts going forward.

What are the different types of contact center? ›

The 6 types of contact centers
  • Inbound contact center. ...
  • Outbound contact center. ...
  • Multichannel contact center. ...
  • Omnichannel contact center. ...
  • On-premises contact center. ...
  • Cloud contact center.
30 Nov 2021

How can I improve my contact centre? ›

10 Call Center Operational Efficiency Tips
  1. Develop a Strategic Call Center QA Framework. ...
  2. Focus on Your Net Promoter Score (NPS) ...
  3. Omnichannel Efficiency Tips. ...
  4. Optimizing Call Center Agent Workflows. ...
  5. Develop an Effective Call Center Management Team. ...
  6. Implement Call Center Agent Feedback Loops.

What are the five elements of a service delivery system? ›

Any effective Service Delivery strategy is comprised of five key components:
  • Service level management.
  • Financial management for IT services.
  • Capacity management.
  • Availability management.
  • IT service continuity management.

What are the four 4 key elements for a successful service delivery system? ›

These four new actions are closely connected to four traditional pieces of advice for improving service delivery:
  • Provide better communication.
  • Negotiate service-level agreements.
  • Identify and address barriers to quality service.
  • Respond efficiently to specific customer concerns.

What are the six basic factors of delivery? ›

These include rate, volume, pitch, articulation, pronunciation, and fluency. Our voice is important to consider when delivering our speech for two main reasons. First, vocal delivery can help us engage and interest the audience.

What are the 5 W's of outsourcing? ›

This article gives you insight on the five Ws of outsourcing, namely, who should I outsource to?, why should I outsource?, what should I outsource?, when should I outsource? and where should I outsource to?

What are the 5 outsourcing strategies? ›

5 Outsourced Strategies An Organisation Must Consider
  • Customer Service Outsourcing. ...
  • Finance & Accounting Outsourcing. ...
  • Catalogue Management Outsourcing. ...
  • Outbound Sales For Growth. ...
  • Back Office Outsourcing.
11 Oct 2021

What are 5 benefits of outsourcing? ›

Advantages of outsourcing
  • Improved focus on core business activities. ...
  • Increased efficiency. ...
  • Controlled costs. ...
  • Increased reach. ...
  • Greater competitive advantage. ...
  • Offshore outsourcing issues.

What are the 3 types of BPO? ›

There are three primary types of BPO companies. These are local outsourcing, offshore outsourcing, and nearshore outsourcing. Local outsourcing is a company that is in the same country as your business.

What are the top 5 BPO companies in the world? ›

Let's take a look at the top ten BPO companies in the world in no particular order.
  1. Accenture. Accenture is a cutting-edge IT company as well as a BPO offering a talented workforce. ...
  2. Cognizant. ...
  3. Concentrix. ...
  4. DOXA. ...
  5. Wipro. ...
  6. Genpact. ...
  7. EXL Service. ...
  8. Teleperformance.

What are BPO verticals? ›

Vertical BPO: Vertical BPO concentrates on Functional services which demand a specific domain knowledge and specialization from Vendor side and are provided in specific industry domains. For eg. Healthcare, ATM outsourcing, Retail, Investment management, Process and discrete manufacturing etc.

What are the 5 golden rules of good customer service? ›

5 Golden Rules of Customer Service
  • Customer service is everyone's job. Every contact with your clients is important. ...
  • Ask questions and listen to the answers. ...
  • Promise only what you can deliver, and then over deliver. ...
  • Know how to apologize. ...
  • Treat employees well.
11 May 2015

What are the 3 A's in customer service? ›

The three A's are for when you mess up—and that's why they're so hard for most businesses to swallow, because business people tend to like to avoid the hard part: apologizing. But here's where you get the magic formula, and it goes like this: acknowledge, apologize, act.

What are the 8 principles of customer service? ›

Here is a set of 8 principles of customer service for your business to abide by:
  • Be accessible.
  • Be prompt.
  • Be clear.
  • Be transparent.
  • Prioritize quality over quantity.
  • Provide the human touch.
  • Learn the ins and outs of your product/service.
  • Be ready to go the extra mile.
18 Jan 2021

What are the different types of contact centers? ›

The 6 types of contact centers
  • Inbound contact center. ...
  • Outbound contact center. ...
  • Multichannel contact center. ...
  • Omnichannel contact center. ...
  • On-premises contact center. ...
  • Cloud contact center.
30 Nov 2021

What are the example of contact center services? ›

A contact center is an organization's business division that handles customer queries and interactions. It manages inbound and outbound services over multiple communication channels. This includes telephone, live chat, email, messaging apps, social media, etc.

What are the 4 customer types? ›

4 Customer Personality Types & How To Handle Them
  • The Analytical. People who possess this personality look for facts and figures in a sales presentation. ...
  • The Amiable. The Amiable are respectful, sociable, and trustworthy. ...
  • The Expressive. ...
  • The Driver.
16 Nov 2017

What are the 2 types of call center? ›

An inbound call center receives incoming calls from customers. Support teams typically monitor inbound centers since the calls tend to come from existing customers with issues or questions. An outbound call center, on the other hand, makes outgoing calls to shoppers.

What are the requirements to start a call center? ›

Setting up a call center: a checklist
  • Determine the goal(s)
  • Decide on a budget.
  • Identify your call center type.
  • Build your team.
  • Train your employees.
  • Find the right software and tools.
  • Invest in culture.
20 May 2020

What are 5 services examples? ›

Facts About the Service Industry
  • Recreation.
  • Arts and entertainment.
  • Social assistance.
  • Health care.
  • Waste management.
  • Professional and technical services.
  • Scientific services.
  • Transportation.

What are the 6 areas of customer service? ›

So they expect that your company will respond in a timely manner. There's no one definition for how quickly you should respond to any request.
...
Timeliness
  • The urgency of the problem.
  • The size of the issue.
  • Industry standards.
  • Customer expectations.
20 Nov 2020

What are the 3 types of call center? ›

The three most common types of call centers are inbound, outbound and blended call centers.

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