An omnichannel contact center is one way to enhance good customer service. However, one can always ask whether customer service matters in any case. The fact is that good customer service matters more than people even realize. Even 80% of consumers think that receiving true value when using company services leads to using their services in the future. In other words, customer service matters for most, and companies should therefore pay more attention to such aspects when operating. At Katrium, we have acquired 17 years of experience with great customer experience. Reserve an appointment and let’s see how we can enhance your customer value together.
Seamless connection through all channels
Often, when we mention omnichannel contact centers, people seem to get confused. When we are talking about an omnichannel contact center, people regard it as a broader concept compared to a traditional call center. While traditional call centers answer customer inquiries over the phone, omnichannel contact centers use multiple channels. In essence, the idea is to offer customers the possibility to interact with the company the way they see best.
Only 31% of contact centers are truly omnichannel. In most cases, the message history and exchange between platforms do not work seamlessly enough to be considered anything other than multichannel. The client keeps on saying that they have to repeat themselves from one agent to another, which adds frustration. In a professional contact center service, the aim is to plan the process in such a way that customers don’t have to experience inconvenience. A truly omnichannel contact center might be hard to implement by oneself, but relying on expertise helps ease the process. Do you want to know more about an omnichannel contact center as a service?
An enhanced customer service experience contributes to better customer lifetime value as well. This is realized automatically, as your customers can interact with your company easily through multiple channels as they wish and thus use the company services. Companies that lead in customer service tend to double their growth rate compared to ones that are average in the industry. We at Katrium specialize in providing a cost-efficient and flexible omnichannel contact center service. Do you want to hear more about our services and understand how we constantly evaluate customer satisfaction? Reserve an appointment here. Let’s plan together the new omnichannel contact center strategy for your company’s needs.
Omnichannel contact center as an outsourced service
When it comes to an omnichannel contact center, it usually comes down to a decision about whether to arrange it with an internal customer service team or an external service. However, it is important to notice that corporations often spend more on internal contact centers and thus waste resources.
- Internal contact centers refer to those that a company produces itself.
- External contact center is acquired through outsourced service provider.
Inefficient use of money in functions that are not the company’s core business comes with an expensive price tag. However, there could be more cost-effective options available. Additionally, omnichannel contact center agents should have good training. This is how we can make sure that the high quality standards customers expect are met. In the U.S., even 40% of customers are ready to switch companies after encountering one bad customer experience.
Nowadays, companies simply cannot afford to lose clients due to the competitive environment. Instead, everyone is talking about the importance of customer retention. Moreover, loyal customers spend 67% more on purchases than first-timers. Don’t worry; at Katrium, we specialize in providing cost-efficient and scalable omnichannel contact center service. We aim to increase the value of your business by excelling in customer service. Book an appointment and outsource smartly!
Summary of the Omnichannel Contact Center
We have discovered that customers tend to have high expectations when it comes to the front line of the company. In other words, customers expect to have an omnichannel contact center experience. Additionally, customers turn to competitors more easily after just one unsuccessful experience. This is why every company should prioritize customer satisfaction. Eventually, it reflects in the growth rates and also in customer lifetime value.
Organizations can choose between an internal or external omnichannel contact center. Often, it’s a question of how to achieve the most value with the smallest investment. It means maximizing the ROI, which every company should consider. At Katrium, we have accepted this challenge. For many years, we have been developing our omnichannel contact center service to meet these requirements. The service is truly cost-effective and flexible because of its ease of scalability. In addition, we can tailor service to your business needs, taking into account demand and scalability. Our mission is to maximize value for our clients through cost-efficient outsourced business processes. In essence, as we like to shout, Outsource smartly!
