How Contact Centers Help Businesses Scale

For a small to medium-sized organization, the task of scaling to more than one branch location can seem like a monumental task. It’s hard enough to grow one business into a successful franchise. It’s quite another thing to duplicate your efforts entirely.

One of the biggest reasons why scaling is so hard is the fact that it’s difficult to ensure consistent branding, marketing, and customer service across multiple branches. If customers start having different experiences across multiple branch locations, it can lead to fragmented experiences and the feeling like they are doing business with different organizations. For this reason, a lack of consistency can seriously hinder an expansion project.

An efficient, hosted contact center can be one of the most effective tools that a business has when scaling. Contact centers are helpful because they:

Centralize messaging: When scaling to more than one facility, marketing and sales teams need to always remain on the same page. The last thing you want is for one location to go rogue and start forming their own marketing messages and sales collateral. This can lead to a lack of consistency, and confusion among customers. Contact centers specialize in creating, centralizing and distributing information to customers, ensuring that everyone is given the proper messaging. This is very important during times of crisis, like after a data breach or during a disaster when customers cannot afford to be given the wrong information.

Collect information: For a growing business, it’s critical to have a finger on the pulse about how customers feel about the products and services they are using. Contact centers can be instrumental in helping businesses understand their customers because they collect a great deal of information during calls. Contact centers process, store and distribute information across the enterprise which in turns creates a more customer-centric and responsive atmosphere. Customers, it should be noted, can provide a tremendous amount of information if you listen to them. And contact centers can collect critical data to help understand each customer’s individual journey.

Reduce costs: It’s unrealistic to think that each branch location can provide its own customer service. Most businesses are too busy, and lack the budgetary resources to pay for their own agents, technologies and overhead. The most cost-effective and reliable way to ensure great customer service across all branch locations is to outsource operations to a dedicated third party contact center solutions provider. A contact center solutions provider can provide consistent service for all locations.

With these points in mind, think of a contact center like a binding agent that can keep an organization together as it scales across multiple locations. Take a look at any successful large organization with multiple locations, and you are sure to find an efficient and well-run contact center.