3 Reasons Why Your Business Needs Dedicated Call Center Agents

In an era of constant technological innovation, human services are being increasingly replaced by technological alternatives. Efficiency and elimination of human error are among the benefits in advancing businesses to new levels and transforming a previously outdated concept such as a call center, something that the Bright Pattern team has accomplished successfully.

Technological advancements still rely on human services for success, however. Dedicated agents at a call center are valuable components to building a business’ reputation and efficiency.


Improve Business Efficiency and Productivity

Highly modernized and advanced call centers with state-of-the-art software such as with Bright Pattern, serve as a prime example of how far technology has brought us. With the Bright Pattern omnichannel, customers can now connect over a multichannel platform. Customers can use multiple digital channels, such as voice call and social media, via a singular platform, which ultimately streamlines interactions and enhances customer experience.

Having dedicated call center agents working trained exclusively in one business improves a business’s efficiency by working with the same agents each time. Dedicated call center agents means placing agents that have exclusively been trained on that particular business, industry, and set of protocols.

Rather than talking with multiple agents across multiple channels, a dedicated agent through an omnichannel contact center platform, provides just one voice and one step. Call transfers and multiple agents are eliminated, creating a smoother process. A consistent brand and voice are built.

Bright Pattern’s omnichannel contact center solutions allow you to connect with customers on any communication channel seamlessly. This process is most effectively taken on by having a dedicated agent that can guide the customer through channels.

Likewise, businesses will be more productive.

Ensure Quality Customer Service

Although technology goes a long way in scaling up efficiency, nothing replaces the individual when it comes to quality customer service. Businesses still need agents to take phone calls and listen to customers, a key step in enhancing customer experience. There is no better way to guarantee customer satisfaction than through call center agents to establish a sense of trust and loyalty with clients. Training and placing dedicated call center agents at a contact center will ensure the customer’s questions and concerns are being handled by a qualified professional. Using dedicated call center agents as opposed to shared agents, ensures consistency by providing the same agents for the same business users each time. In turn, customers will be more satisfied, which will reflect highly on the business.

Enhance Business Image and Reputation

As a result of increased efficiency and guaranteed customer service, the business’s reputation and productivity will be more likely to flourish.

(Likewise, remote workforce capabilities at virtual call centers offer an advantage to their agents. The flexibility that comes with virtual call centers offers flexible schedules and eliminates elements such as commuting. )

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omnichannel: Omnichannel is a cross-channel content strategy that organizations use to improve their user experience and drive better relationships with their audience across points of contact.