How Network-Based Contact Centers Help Small and Medium-Sized Companies

Many contact center solutions are tailored towards the big fish in the market and scaled accordingly. In many countries, however, there is great business potential in the SME market (small and mid-sized enterprises). But just because a company is smaller, that doesn’t mean that they will be satisfied with an inferior product.

Smaller companies may even demand more features and end-to-end data transparency, as often the core of their business literally depends on the level of customer satisfaction they achieve and ultimately the efficiency of their call center agents, or back office staff.

A network-based solution is an ideal starting point for a smaller or medium-sized business, as it offers them the flexibility they need and, if chosen right, the scalability to grow with them. Many solutions offer the right features, but when the solution can no longer cope with increased capacity, it has to be exchanged for the next size up. This can be a costly process.

The scenario which is just as difficult (and expensive), is if a company implements premise-based equipment scaled for the maximum possible capacity, just to cover all eventualities. That’s like driving a bus 365 days a year just in case you have to pick up more passengers than will fit in a normal car.

The term ‘contact center’ may not be used for all ‘call center-like’ operations in small and medium-sized companies (common terms are sales back office, sales center, customer interaction center, etc.), but at the end of the day, that is exactly what they are.

As the English saying goes; “look after the pennies and the pounds will takes care of themselves”, I wouldn’t quite go so far as to say that the big fish can look after themselves, but if you take care of the smaller fish, they may not only grow into big fish, but grow your revenues as well.

What are your experiences in the SME market?

Leave a Reply

Name and Email Address are required fields. Your email will not be published or shared with third parties.