The next call center function to consider is increased customer retention rates.
Oftentimes, customer acquisition can represent a significant monetary investment for a company: advertising campaigns and other promotional activities can often end up being quite expensive. That’s why trying to retain customers often ends up being far less expensive than generating new ones.
Therefore, it makes sense that one of the most important functions of a contact center is increasing customer retention rates. Inbound call center agents reach out to existing customers to try and elongate existing contracts, perhaps tempting the client with brand new offers, discounts, and promotions.
Outbound call centers also help to increase customer retention by providing clients with outstanding customer service. People are far more likely to return to use a service they’ve had positive experiences with in the past. This is why targeted training for customer service agents is so beneficial and is why analytics are such an important function of call center software.