Chatbots and other artificial intelligence tools are being increasingly marketed to business owners as a means to either reduce or eliminate their contact center operations. The usual pitch made by providers of AI solutions is centered on 24-hour availability and cost reduction. Ironically, these AI purveyors rarely use their own tools to drive or close sales; this is because they know that the human touch is vital when it comes to managing such business processes.
The successful operation of a sales-oriented contact center is contingent upon the agents who make calls, take calls, write emails, or conduct online chat sessions with prospects. Whether the contact operations are in-house or outsourced, what matters is the skill and training of sales agents. Instead of looking at AI tools, business principals and managers should consider call center consulting and training.
Aside from molding the expertise and skills of agents, a contact center consulting service provider can play a role in improving overall sales efforts and operations. Business management experts stress that the most significant difference between an average and a successful call center is the quality of service that it provides. It should be noted that a successful call center should not only be focused on driving sales; it should also promote customer loyalty and retention through adequate practices.
Onsite call center consulting is no longer the only option. If a contact center splits operations between New York and an offshore location, training of agents abroad can be done through virtual channels.
