2-steps-ahead Customer Contact Center Solutions

The term “call center“ very often brings to mind a picture of people with headsets busy taking calls, but in context with call centers the term ”contact center“ is increasingly used.

What then is a contact center?

Answer:
A contact center is far more than a collection of telephone consultants wearing headsets. A modern contact center offers - beyond telephone communication - other communication channels such as email, web conferencing or instant messaging as well.

For the sake of simplicity, contact centers have so far always been termed call centers, but the new term “contact center” is more appropriate. It reflects the fact that it covers all forms of customer communication. Consequently, many call centers have been further developed beyond the mere answering of phone calls.

Some companies have already adopted a system of grouping customer contacts according to the form of communication, for example, a department for incoming calls, one for outgoing calls and a third group for emails. Others, in particular smaller companies opt for “universal consultants“ who handle all forms of contact. Such agents are established for reasons of efficiency and personal service towards the customer.

Conclusion: As opposed to a call center, a contact center offers customers a choice of how to contact a company. This increases customer satisfaction and thus strengthens their loyalty to the company they are dealing with. So it is up to your company to respond competently to customer queries with the help of a modern contact center.

2-steps-ahead consulting is specialized in offering support services for companies regarding the various forms of automated customer contact and paves the way for the transition from a call center to a contact center.

Whether a call center with a traditional caller classification is automated in order to enhance the efficiency of the call center, or whether a multi-channel contact center has to be realized, our prime objective is always to develop for you the best concept for your corporate profile.

Changeover of the call center

There are many ways of reorganizing your call center to give it a new look and enhance efficiency.

Many companies install additional contact channels in order to create a wider choice for their customers and to increase customer satisfaction. Market research has shown that the new standard for contact centers is a combination of telephone, email, self-service and the Internet.

2-steps-ahead has many years of experience in the field of contact center automation. Use this know-how to your advantage to bring your call center to a next generation contact center.

"If you do what you always did, you'll get what you always got"
(Henry Ford)