High Performance Contact Center (HPCC)
A contact center, also known as customer interaction center, customer service center, or call center, can be described as a facility or organization used to manage in-bound customer contacts and interactions through a variety of mediums such as telephone (land lines and mobile), e-mail, online live chat, instant messaging and social media.
Through contact centers, customers can interact with the company through a single point of contact and be directed to a qualified company representative that can best handle their needs. Contact centers can have a variety of roles such as customer service, order taking (inbound sales), reservations, claims, appointments, membership validation, benefits verification, etc. Centralized handling of these functions is paramount to the success of many companies and the information and data obtained and disseminated by contact centers can be recorded within a centralized system, tracked, analyzed and acted upon by the company to improve service and operations.
Most contact centers utilize a sophisticated computer system that can handle many types of customer interaction channels, such phone, email, chat and instant messaging. These types of systems can route customer contacts to the next available representative capable of provide needed services. Also, these systems may interface with company computer databases to provide self-help opportunities through an interactive voice response unit or website.
A High Performance Contact Center is an operationally excellent contact center based on best practices design architected for management and support consistency with full command and control capabilities over all contact center operations with standard reporting and management metrics. A High Performance Contact Center uses effective implementation of CRM, contact channels and service technologies and processes to improve service and make the most of the mediated service experience.
The LCI team can provide the experience and support you need to understand your challenges and develop a realistic strategy and action plan to transform your current center into a customer-centric, High Performance Center. Click this link to view LCI's HPC Solution paper.