Benefits of UC for call centers

Enhance first-call resolution rates with unified communications.

To account for a continually changing customer base, today's corporate call centers need to make sure they are doing everything possible to provide solutions for their customers. In the past, call centers have been faced with difficulties in being able to accommodate customers' diverse needs via different methods of communication. However, business communications technology solutions provide a way for call centers to become more modern and provide the best service possible. Here are some key benefits investing in a unified communications solution will help call centers achieve:

Boost customer service with continual presence
Customers today expect automation and immediate access. UC can help businesses achieve stellar customer service by improving the rate at which issues can be resolved with the first call. Maintaining a call center presence can help operators quickly and effectively solve callers' problems.

According to CustomerThink contributor Bidisha Gupta, UC plays a strategic role in the modern call center and can lead to a faster, more enjoyable customer experience when deployed in a contact center. Multichannel functionality allows centers to quickly respond to customer needs no matter what the customer's preferred method of communication is, whether it be over the phone or via instant messaging. According to a Pew Research Center study, one-third of Americans prefer texts to voice calls. This in turn leads to a higher first-call resolution rate and happier customers in the long term.

"A UC strategy provides the call center presence that allows this remote work to take place."

Allow employees to work from home
Gupta also mentioned that by using presence information, contact center staff have the option of working remotely. According to The Harvard Business Review contributor Nicholas Bloom, remote workers are more productive and have been proven happier in the long run. In fact, in Bloom's 2014 research, workers who stayed at home made 13.5 percent more calls than their office counterparts, and it saved the company Bloom surveyed around $1,900 per employee over the course of a year.

What does this research mean for call centers? They can implement work-from-home policies and reap the benefits of a more productive, happy workforce. A UC strategy provides the call center presence that allows this remote work to take place. When employees can work from anywhere, they can more comfortably solve customers' issues, which will in the long term provide increased customer satisfaction and higher retention rates.

Lower maintenance fees
CIO contributor Brian Eastwood reported that UC solutions like conferencing help companies cut travel costs for internal meetings. No doubt that the call center also can be impacted by these kinds of cost reductions, not to mention the increased efficiency of company operations impacts the bottom line, as well. When companies don't have to worry about spending so much on maintaining and replacing legacy systems, parts of the budget normally reserved for maintenance can be utilized for other important business functions.

Call center employees can better provide for customers with unified communications.Call center employees can better provide for customers with unified communications.

A successful UC solution can provide these benefits and more to call centers. Not to mention the crucial analytical data provided by UC, including calls made and calls resolved, would help companies create goals and better manage employees. Corporate call centers should consider investing in a solution that will provide important advantages down the road.