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Leverage the Benefits of a Cutting-Edge Call Center: Covation

By Carina Coronel Subscribe to RSS | February 3rd 2012 | Views:

Especially in today's challenging global marketplace, the value of a strategically operated and highly professional call center cannot be underestimated. Organizations that successfully leverage call center advantages are able to not only streamline their costs and infrastructure, but also boost performance and productivity.

Customer-Centric Call Center Solutions

It is critical that companies recognize that call centers are in one of the most influential positions in terms of conveying corporate image and defining their brand and reputation. Successfully handling inbound customer care and billing, for example, requires dedicated quality-centric call center solutions and top-notch tech support. The average customer expresses extreme frustration and disappointment when forced to interact with an ineffective call center. They may have trouble resolving a billing dispute, solving a technical glitch, or overcoming impersonal obstacles in order to speak to someone who can effectively respond to a complaint. The call center in that situation becomes the frontline representative of the company, and how the call center reacts is oftentimes the difference between losing or gaining a loyal customer and greater market share.

Advanced Call Center Technology

With the rise in demand for call centers that can exceed customer expectations, some leading providers within the call center industry have responded accordingly. It is now possible to partner with call centers that consistently demonstrate extraordinary levels of reliable service supported by cutting edge technology. The best companies within this new breed of call centers are equipped with VoIP telephony, cloud computing capability, advanced tech support, and highly skilled and trained customer service representatives. They can take on vital responsibilities such as helping companies that want to allow customers to make payment arrangements, for example, while they also generate value-adding metrics through customized reporting and analytics.

Outsourcing as a Strategic Partnership

Some well-equipped call centers offer real-time collaboration, while providing expert Business Process Management (BPM) to help guide their clients in making more informed decisions. By shifting away from the old-fashioned idea of what a call center has to offer, for instance, today's corporations can reduce overhead, overcome cultural and geographical obstacles, improve process mapping procedures, and leverage the call centers as their own ambassadors of image, brand, and customer service. Call centers no longer have to be a decentralized force that can cause potential brand liability, but rather they can become a proactive partner in achieving end-user customer experience enhancement. With the proper BPM in place as a contact center advisory team, organizations receive multiple layers of benefit in terms of customer service capacity without the added expense or administrative responsibility.

While the structural models, skills, and communication technologies of industry-leading call centers has continued to improve, what can be accomplished by leveraging the power of those call centers has exponentially expanded. So companies considering a change in how they manage their call center needs or those thinking of enlisting the help of a professional call center for the first time now have excellent options when they consider new modern providers of dedicated quality-centric call center solutions that offer unique service delivery models driven across a technology platform that embodies the latest in unified communication, VoIP Telephony, Cloud Computing, Business Process Management, Real Time Collaboration, Reporting, and Analytics.

Carina Coronel - About Author:
For more information about dedicated quality-centric call center solutions, contact Covation, Inc. Or click here now:

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