Because contact centres deal with multiple channels at once, they can have a greater cost attached alongside requiring more from your business resources. However, a contact centre can reduce the strain on your customer service agents in comparison to call centres because they allow for more automation. Chatbot implementation, automatic call distribution, and automated real-time performance and satisfaction reports are all possible with a contact centre.
Although more budget might need to be allocated, it can save money and time in the long run to implement customer service software for omnichannel support. You’ll need to decide what would work best for the scale, size, and budget of your business against the goals already set out.
Repeat customer queries handled over the phone can also end up costing your business more time and money, which can reduce your efficiency. When your agents need to answer multiple calls a day about the same issues, it can take time away from interactions with customers with more complex problems to solve. These customers will often end up frustrated and ultimately dissatisfied with your service, which could reduce your retention rates.