Overview

Strategically, the call or customer contact center is the point of entry for most customer communication. This is where a customer can make any type of inquiry or contact, oblivious to the type of connection, content and context of the communication, and expect a meaningful response. The processes, technology and people with the skills, training and motivation, all exist to serve this relationship.

Once available to do business, a company establishes and advertises an entry point where an inquiry from a prospect or customer can expect to be answered. This communication can arrive at the company via any medium. Here the connection is defined in the broadest sense:

By telephone:

• advertising or response via 800 call

• an outbound telephone solicitation

Electronic: Internet inquiry

• assisted browsing

• request a callback, click to call or even a

• web chat or kiosk visit (ATM etc.)

By text:

• mail solicitation and any response

• correspondence delivered by mail or

• FAX

• Email

In person:

• visit to a retail store

• visit by a salesperson

The options are many; and, as long as choices exist, customers will find a way to use them all. However, are you able to serve any customer request arriving via any media with the same level of service quality?

Figure 0.1

WHY A USE CUSTOMER CONTACT CENTER

At some stage, nearly every company on the planet decides their sales process needs some formality and organization. The simple reason for this is simplicity: A single business focus with one phone number or...