GoResponse Telephone Answering Service Staff

All firms require modern call centre solutions

Call centerThe digital age has transformed the way in which companies interact with their customers. In fact, consumers are now demanding more from firms than ever before. Switching to the competition is growing easier, so it has become essential for businesses to focus on customer experience and ensure that everyone is kept happy. This means that call centre solutions are now a vital tool for all firms regardless of their size.

A recent publication released by Accenture shows that 56 per cent of respondents now believe that the key effect of the digital era is a higher priority on customer experience. As a result, 63 per cent of those surveyed intend to improve this area. In this “Age of the Customer”, it is increasingly important to invest in the consumer experience and ensure that customer demands are met.

In addition to focussing on improving the overall experience, telephone answering services must learn to master customer engagement if they wish to succeed in growing their audience. Numerous factors, including social, economic and technological forces, are giving people more control over their brand engagements than ever, and this means that successful firms have to create innovative ways to interact with customers. The rise of cloud computing means that more firms can access call centres as-a-service, maximising their potential to respond correctly to consumer demands and see positive gains as a result.

Altitude Chief Marketing Officer David Romero said he wants to dispel the myth that call centre solutions cannot be accessed by everyone. “Every day, start-ups and other companies are coming up with new business models that highlight how digital transformation is changing customer engagement. Despite that, a lot of decision-makers think that a contact centre solution is too expensive and hard to administer.”

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