Think about all of the different components that must fall into place for a high-quality phone interaction between a Communicator and a customer.
First, the incoming call must be received by the business network. Then, data must travel through the network over a system of cables, routers and switches to reach the call center. What’s more, interactive voice response systems and call queues need to be operational and bug-free to assist the caller. And once the caller is connected with a Communicator, the Communicator needs to be able to pull data in real time from a server.
As this process exemplifies, technology these days goes far beyond merely using a cordless phone for your customer interactions. Technology is complex, and it becomes increasingly complex with every new channel.
When problems do arise on the network, they can impact the customer experience, thus reflecting negatively on your brand.
For this reason, an around-the-clock call center staffed with a dedicated information technology (IT) support team is essential for meeting key business goals. Don’t settle for programs that offer “high quality” communications or “guaranteed” uptime. Dig deeper, and make sure that the company you select has a robust support service in place. This should be a deal-breaker.
What will a contact center IT support team offer your organization? Perhaps the most important thing will be rapid-response network troubleshooting. Your dedicated IT team will address trouble tickets in real time, quickly solving small problems, like helping Communicators connect to the Internet. The team will also solve much larger issues in the network, like discovering the root cause of low-quality voice calls.
Here at InfoCision, we take a holistic approach toward network troubleshooting. In fact, we have an entire building dedicated to our innovative IT support team. And we supply our IT workers with all of the resources and cutting-edge technologies they need to keep our customers’ call center systems running properly.
We also know that each of our customers has different program needs. A “one size fits all” contact center is not in our repertoire, and shouldn’t be in yours, either! For this reason, technology implementations are program-specific, providing the highest level of proficiency for each client’s calls.
A designated IT support team will also be able to strategically plan for network maintenance, ensuring that it takes place during hours that align with your contact center’s needs. A proactive approach to network maintenance will prevent expensive and time-consuming issues from occurring.
Ultimately, an IT support team will work to discover network and call quality issues before customers discover them. This is what good customer service is all about. Let the addition of dedicated IT support in your contact center help you bring your customer experience up a level and distinguish you from your competitors.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.