It’s no surprise that Customer Satisfaction is the key to making a business successful. Providing the best customer service can help to turn your customers into loyal customers.
Solving customer queries spontaneously, executing the negative feedbacks, fulfilling customer’s requirements, etc. are some of the perks of high customer satisfaction.
But, your company or your team may not be available to provide on-the-go customer service. In this case, outsourcing call center service or a call center phone system can be a blessing!
According to research,
- The global contact center market size amounted to 339.4 billion U.S. dollars in 2020. This industry is expected to grow steadily in the next years and reach a value of 496 billion U.S. dollars by 2027.
- The cloud-based contact center market is forecast to reach $24.11 billion by 2023 at a CAGR of 25%.
The above-mentioned statistics reveal the importance of leveraging call center software for your business. Today, most of the companies in different verticals require virtual call center software or outbound call center software to fulfil the increasing demands of the customers.
Thus, we have jotted down the importance of having a call center in some of the industry verticals. By the end, it will be clear why it is important to get call center software for your organization.
Let’s understand in-depth:
Industries that can benefit from Call Center Service
1. Banking and Finance Companies
No one can deny the importance of call centers in the Banking Industry. BFSI companies are always overloaded with day-to-day manual tasks and spend much time answering basic queries. The customer stands in long queues just to ask simple questions. In such a scenario, call center service is a boon to the BFSI industry.
Whether you want to inquire about
- Transfers (send and receive money)
- Payments (credit/debit card bills)
- Reporting (a complaint about the lost card, cheque book request, etc.)
- Operations (loan applications, PIN Change)
- Basic Information (branch locations, currency exchange rates)
- Activation (credit and debit card, account)
- Other (sales, SMS-banking), etc.
Banking call centers can resolve your queries within seconds. With outbound call center software, banks can manage voluminous calls efficiently. With Call forwarding, call routing, recording, automation, call transferring, etc. features, banks can connect with the customers or vice-versa 24*7 to provide hassle-free service, ultimately leading to the best customer experience.
2. Health-care companies
Health-care industries deal with emergencies. Whether it is a weekend or public holiday, they have to provide 24*7 hours service to their patients’ in-order to drive the patient-service experience.
Patients always feel better, if they get spontaneous treatment. If hospitals are too busy to answer several calls, the call center service makes sure that the patient doesn’t miss any urgent calls. To make the most of it, medical companies hire call center companies, where staffs are knowledgeable enough to handle medical processes efficiently.
Moreover, virtual call center software can easily handle payment information, medical claims, billing, scheduling, administrative task, etc. enabling the doctors to focus on their private practice smoothly. In this way, patients can save the time of consultation staff and the patient can get the treatment without delay.
3. Retail Companies
The retail industry across the globe is undergoing major digital transformations. Today customers prefer various touchpoints (in-store, online, mails, SMS, and over-the-phone) to interact with the brand. Thus retailers need to have their presence online and offline both to remain competitive.
But how a retailer can handle voluminous queries?
In-house staff can handle customer’s calls only up to a certain period; which may fail to deal with customers in non-serviceable hours. So if there is an inbound and outbound contact center software, customers can resolve their doubts instantly.
Leveraging call center service enables to bridge the gap between retailers and customers. Contact centers help the customers to register complaints, suggest feedback, take the survey, queries about order processing, payment failure, late order delivery, etc.
In-house staff answering calls may increase overall expenditure but call centers provide customized and scalable solutions at competitive rates. Thus retailers need to have call centers to grow their business effectively.
4. Travel and Transportation Companies
Digital Technology has completely changed the travel and hospitality industry. Today people prefer booking online whether it is train booking, car booking, or hotel room booking; they want services easily and quickly. Thus, it becomes cumbersome for travel companies to answer the simple queries of every traveler.
Outsourcing call center services can save travel companies from all the hassles. Customers can easily ask their queries about the travel schedule, reservation, cancellation, etc. Cloud call center software or virtual call center software can prove to be a reliable communication platform to perform operations smoothly and efficiently.
5. Restaurants and Foodservice
To stand tall in the food industry, they have to provide a great customer experience.
Today, people prefer to get the food delivered to their home and offices rather than going to the restaurant. Thus to compete in the competitive market, they are left with no choice but to offer a streamlined customer experience.
During busy hours, handling orders on phone and attending to guests at the same time can be a quite daunting task. Moreover, chances of making mistakes are high, leading to a dissatisfied customer, negative impressions, and revenue loss.
In such a scenario, outsourcing call center services can come to the rescue!
Restaurants can attend guests, focus on serving delicious food on time without being constantly distracted by ringing phones. In a professional environment, agents can note down and pass the right order details to the restaurants, they can even give educated answers by using polished etiquettes about a menu item and can even suggest trying different items from their menu.
Deploying a call center service can enable the restaurants to handle customer feedback effectively, improve the brand perception, streamline phone order taking and ultimately improve customer experience.
6. Automotive Companies
Automotive Industry is a fast-paced and competitive industry. To drive growth and stand tall in the competition, effective communication and good service are the blessings. It is difficult for the sales representatives and receptionist to reach the phone calls and answer the basic customer queries. However, by using the outsourcing call services, they would never miss any calls and can easily adapt to the fast spike in call volumes.
Moreover, if automotive dealers have more than one showroom at a different location, the communication can be unified with the cloud-based call center software and the calls can be handled in a streamlined way. A good contact software can easily track the progress of marketing campaigns and provide insights for a great customer experience.
The above-mentioned are some of the companies, that dreadfully require a call center service to provide enhanced customer experience. However, the list is infinite! Still, many other industrial sectors need to outsource call center service.
However, the call center needs to have appropriate staffing, best call center software, polished language, and professional etiquettes to improve the business efficiency. Read here, to know how a call center can improve its efficiency.
Would you use a call center in your company?
Providing a great customer experience is much necessary for this competitive market.
Whether you have a small, medium, or enterprise business, the virtual / cloud-based call center will streamline your business process. Features like automatic call dialer, reporting, call forwarding, call transfer etc. feature help to achieve more in less time.
The use of call center software just doesn’t increase your brand value but also simplifies day-to-day tasks or overhead burdens and helps to focus on your core task. Without a doubt, call center services reduce the cost and increase profitability.
To be precise, it makes your life easier.
Most of the call center software provides demo before purchasing. Make sure to check if that fits in. Connect with us to know, how we can amplify your business revenue.