Question

A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints. A contact center is one of the best assets a customer driven organization can have. Why?

A. Contact centers can identify suppliers who are in desperate need of assistance
B. Maintaining a high level of customer support is critical to obtaining and retaining customers
C. Contact centers are the only place to find answers to questions or solutions to customer problems
D. Most contact centers use analytical modeling technologies that provide business intelligence

Answer 1

The main reason a contact center is exceptionally valuable for a customer-driven organization is because it ensures high customer support levels, crucial for customer acquisition and retention.

Step-by-step explanation:

A contact center is often considered one of the best assets for a customer-driven organization primarily because it plays a crucial role in maintaining a high level of customer support. This importance is emphasized in the fact that achieving customer satisfaction is key to obtaining and retaining customers.

Additionally, the trend of global outsourcing, particularly in countries like India where there is a large pool of educated, English-speaking young adults, has allowed for more cost-effective and specialized customer services. These services often encompass computer-related products, but extend to service-related industries and online sales as well. Furthermore, offering exceptional customer service is not limited to external clients.