Tag Archive for: multichannel customer service

As businesses grow, customer service becomes a major priority. Owners must ensure their customers are satisfied to maintain loyalty and keep them coming back—that's where call center services come into play.

Key Points

  • Call center services handle customer inquiries, orders, and complaints.
  • Outbound call centers make outgoing calls to potential customers, while inbound call centers answer incoming calls from customers.
  • Call centers use a wide range of services to improve customer retention, including multichannel customer service, onboarding and follow-up strategies, customer feedback, and metrics.

Explaining Call Center Services

Call centers are an invaluable asset to any business, providing a centralized department to handle customer service. They can be located within the company or hired from an external provider specializing in call center services and outsourcing.

Here are some traits that the best call centers have in common:

Business Support

Call centers offer a wide range of services, such as technical support, lead generation, and follow-up surveys.

High Levels of Service

The best call centers prioritize the customer experience by employing knowledgeable, experienced agents that use innovative tools and resources.

Available to Help Every Customer

Partnering with a call center ensures your customers get 24/7 support. With consistent assistance, call centers allow you to build brand loyalty and improve your business’s reputation.

Inbound vs. Outbound Call Center Services

Inbound call centers utilize customer service representatives (CSRs) equipped with the proper training to handle customer inquiries, respond to issues, and process orders. CSRs are also skilled in handling customer complaints and providing assistance with product returns or other related matters.

Outbound call centers can be used for marketing purposes or collecting customer feedback. They are typically staffed by telemarketers or sales representatives who've been trained to understand customer needs, make persuasive offers, and provide customer support.

You've probably heard of bilingual call centers, but do you know the benefits of partnering with one?

Different Ways Call Center Operations Boost Customer Retention

If you're looking for ways to improve your customer retention, here are a few call center solutions that can help:

Multichannel Customer Service

Multichannel customer support offers your customers several channels to connect with agents, including phone, email, text messaging, live chat, or social media. By providing a variety of options, you make it much easier for them to get in touch with you and receive the help they need. This ensures an improved retention rate and more loyal customer base.

Multichannel contact centers can boost customer retention with a wide range of communication tools and insights, such as:

  • Real time and history data and analytics
  • Customer preferences
  • AI-powered assistance
  • Searchable internal knowledge bases and help desks
  • Contact routing and customer interaction summaries
  • Customer Relationship Management (CRM) integration

Onboarding Strategy

Call centers provide numerous benefits when it comes to onboarding new customers. Their representatives can quickly convey the benefits of your products and services at the beginning of the call. In addition, they can use a personalized script to greet customers and let them know how they can get in touch with your business. Contact centers also provide relevant information about ongoing and future offers and discounts on your products and services. Working with a contact center that has an effective onboarding program can help you make a good first impression on customers and retain them in the long run.

Follow-Up Strategy

An experienced call center can help you implement a follow-up strategy to contact your customers and inquire about their experience with your product and services. If any issues are reported, you can quickly resolve them. Call centers also use follow-up calls to inform your customer or clients about any upcoming products or new existing product features.

Customer Feedback

With call center services, you have access to one of the most reliable sources of customer feedback. Whether they're positive or negative, you can gain invaluable insights about how people perceive your products and services, allowing you to tailor your brand offerings to meet expectations and improve satisfaction. Positive feedback can also be published on your website, social media channels, and other platforms to capitalize on the power of recommendation. You can also address concerns and show customers you care about their opinions.

Call Center Metrics

Call center metrics help companies boost customer retention by keeping track of important performance metrics, such as Average Handle Time and First Call Resolution Rate. By utilizing advanced analytics, businesses can determine how many calls they can take and still keep their customers satisfied. In addition to tracking service performance, call center metrics can also identify the most common queries and issues that customers have. With this information, call centers create quick guides to address common problems and save time on customer support inquiries. For example, if people frequently call in with the same question, a helpful FAQ page or tutorial video on their website can answer it quickly and easily.

Improving Your Customer Retention With Our Call Center Services

Are you looking for ways to improve your customer retention and satisfaction? Look no further than ListenTrust’s call center services. Our team of experienced professionals have the knowledge and expertise to help you gain happy, loyal customers. That's why we offer a range of customer support services to provide the best experience possible, including phone, email, text, and live chat support. Contact us today to learn more.

Key Points

  • Multichannel contact centers use one software platform to manage multiple customer-facing support channels.
  • Multichannel contact centers can enhance the customer experience with a wide range of communication tools and insights.
  • Customer support channels that multichannel contact centers use include phone, email, SMS texting, social media, and outsourced live chat support.
  • The main goal of a multichannel contact center is to streamline all of a company's communication tools to provide a satisfactory customer experience, a seamless journey across multiple touchpoints, and an improved level of customer care.

What Is a Multichannel Contact Center?

manage multiple customer-facing communication channels, such as voice, email, webchat, social media, and SMS texting. Multichannel contact center agents can connect team members and customers across multiple channels and switch between channels at any time during a customer interaction.

Additionally, multichannel contact centers can also enhance the customer experience with a wide range of communication tools and insights, such as:

  • Real time and history data and analytics
  • Customer preferences
  • AI-powered assistance
  • Searchable internal knowledge bases and help desks
  • Contact routing and customer interaction summaries
  • Customer Relationship Management (CRM) integration

The main goal of a multichannel contact center is to simplify the way all of a company's communication tools are used to provide an efficient customer experience, an easy journey across multiple touchpoints, and better customer care.

Essential Customer Support Channels for Multichannel Contact Centers

There are a few essential customer support channels that multichannel contact centers use:

Voice Calls for Inbound and Outbound Call Centers

The most common customer support channel is using phone communication to follow up with leads, make sales, and solve customer problems. By using Voice over Internet Protocol (VoIP) technology, multichannel contact centers connect with customers through internet-based voice calls rather than traditional telephone networks. This streamlines the customer's journey to solving their issues.

Common VoIP technology features that benefit multichannel contact centers include:

  • iOS and Android mobile applications
  • Call forwarding, transfer, routing, and hold options
  • Call recording and transcription
  • Call queuing
  • Interactive Voice Response (IVR)
  • Customer and call data integration with CRM systems


The second most common customer support channel that multichannel contact centers use for customer communication and support is email.

Email is commonly used to:

  • Send newsletters and welcome messages
  • Reach out to customers that left the queue without a solution
  • Send purchases and sales receipts
  • Introduce new products and services
  • Announce upcoming events and sales
  • Send automated messages using AI technology
  • Follow up about support or sales interactions with customers requesting more details

SMS Texting

Agents at multichannel contact centers also send SMS text messages from desktops and mobile devices to communicate with customers and team members. Users can send two-way SMS and MMS messages to their internal team or mass, one-way automated text messages to customers. By using texting as a customer support channel, multichannel contact centers ensure customers receive details about products and services, shipping notifications, company announcements, and more.

Social Media

Using social media as a customer support channel is fairly new to the contact center industry. However, research shows that using social media as a customer service channel has increased from 33% to 55% since last year. Today, many multichannel contact centers are using AI-supported chat bots or live agents to offer customer support through company-branded social media channels, such as Twitter and Facebook.

Outsourced Live Chat Support

Outsourced live chat support includes embedding an instant messaging feature directly into the backend of a company's website to allow customers to chat online with a live agent or chatbot at any time. Chatbots can handle simple customer support inquiries, like basic purchase questions, newsletter sign ups, and tracking information. Chatbots can also categorize customers based on their query by gathering information about their needs to transfer them to the right live agent. Live agents can also use outsourced live chat support to offer in-depth support to multiple customers at once, making it easier to give personalized service or product recommendations and assist customers with recurring issues.


Hearing from a call center agent is often the first interaction a customer has with your business, so it's critical to choose the right kind of call center for your needs.

The Benefits of Multichannel Contact Centers

There are many benefits you can get out of partnering with a multichannel contact center. Below are some of the most impactful benefits of working with a contact center that specializes in managing multiple customer support channels:

Improve Customer Service

Since multichannel customer service software allows agents to easily navigate between channels and different agents, multichannel contact centers improve the customer service experience. Contact centers with knowledge bases and CRM systems can also gather data across multiple departments and update the software instantly, so new agents can quickly access customer information to save time and avoid asking the customer questions they've already answered to prevent frustration.

Collect and Review Unique Data Metrics

Multichannel contact centers provide you with important performance metrics, monitor KPIs, perform data analysis, and send customized and pre-made reports. By working with a contact center that provides you with extensive data and metrics, you can assess the effectiveness of the center's business strategies.

Below are some common metrics that multichannel contact centers keep track of:

  • Average Call Abandonment Rate
  • Percentage of Calls Blocked
  • Customer Satisfaction (CSAT) Score
  • Average Time in Queue
  • Average Handle Time
  • First Call Resolutions

Improve Agent Performance

Multichannel contact centers improve team and individual agent performance by collecting call center metrics. Each call center has its own way of measuring performance, but there are four common multichannel contact center metrics considered industry standards for measuring key performance indicators (KPIs) that reveal customer satisfaction insights:

  • Customer experience
  • Agent productivity
  • Call initiation
  • Call center operations

By measuring these four areas, multichannel contact centers make sure their agents are maximizing customer satisfaction and maintaining high performance.

ListenTrust, a Multichannel Contact Center Delivering Awesomeness

ListenTrust is a multichannel contact center that delivers awesomeness in everything we do, from email and social media to live chat and phone communication services. By striving for improvement in four key areas—passion, people, product, and process—our core values ensure our customers are always successful. Contact us today to learn more about our customer support channel solutions.