With digital transformation, traditional means dedicated phone number library to customer services must evolve. Digital forces us to rethink our operating methods as well as our vision of customer relations. Today, the customer is at the heart of sales and marketing strategies and this is where a call center is evolving. A call center must evolve and turn towards the concept of a lead center in the digital age
A lead center in the digital age is an anglicism that is invading the telephone outsourcing market. It is the contraction of two terms. That of lead or prospect in French and that of call center. To summarize the lead center we can say that it is a call center 3.0 capable of handling prospects coming from all types of channels.
Just like a call center, a lead center in the digital age revolves around human and digital aspects. However, a lead center is capable of generating leads through any channel. Let's see together why using a lead center in the digital age is important for your customer relationship.
In the digital age, there are technical means to respond to certain requests that remain basic. A lead center in the digital age must rely on the fact that a customer is at the heart of the strategy and attention. Its objective is to offer a maximum customer experience and to approach 100% satisfaction rates.
A Lead center therefore uses all the necessary tools to offer this experience such as chatbots. Composed of weak artificial intelligence, a chatbot simplifies the steps between its user and their basic problems. In short, it is very effective for what are called level 1 actions. That is to say, simple question paths that do not require technical assistance.
For more technical questions, the presence of the human factor is and will remain essential. Indeed, even a lead center relies on studies showing us that the human factor remains the keystone of customer relations.
The AFRC and BCG study
As the AFRC and BCG studies show , 60% of respondents say that human interaction will remain at least stable. If it is destined to increase, it will move towards more complex and more precise activities. Through technology and this thinking model, level 1 problems will eventually be automated.
The study also shows that for 90% of companies, the reinvention of the human will bring a lever of significant growth and this for two reasons.
The first is that outsourced call centers will be increasingly specialized from a technical point of view. Having a more advanced technicality, they will guarantee greater customer satisfaction. For a part more oriented towards lead generation, the observation is the same
The second reason is that call centers also need to make a digital transition. To solve “simple” problems, they will need to be able to offer faster solutions such as chatbots. This means that companies can make a very significant economic profit.
However, there will always be a need for a Level 1 service and that for several reasons:
The social aspect around job loss and human contact
For those who need more explanation
To meet expectations and distribute everyone's problems to higher levels.
This is why a lead center in the digital age is so valuable, because its DNA is to simplify the customer experience.
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