Choosing a contact centre or Business Process Outsourcing (BPO) company can be a difficult decision to make. There are many different contact centres and BPO companies out there, so how do you know which one is the right one for your business? This article will help you navigate through the contact centre and BPO market in Australia, helping you find the best one for your specific needs.

What does a Contact Centre Do?

First of all, contact centres are responsible for managing customer interactions over the phone. In most contact centre companies, employees will work from a call-centre type environment where they manage calls relating to your company’s products or services.

What is the Difference Between Call Center and Contact Centre?

Many contact centres are also known as call centers, however, this is not always the case. The main difference between a contact centre and call center is that contact centres manage customer interactions over the phone while a call centre manages customer interactions through other channels such as email or chat services.

Who Uses Contact Centers?

There are many different companies who use contact centre services, they are often used by organisations such as:

• Any business offering customer service over the phone. 

For example, they may be an online store that takes orders and inquiries through their contact centre or a travel agency that needs to manage bookings and inquiries via a telephone call. 

• Businesses looking for help with sales management can contact centres that specialise in sales management. 

For example, someone looking to start their own online store may contact a contact centre for help with managing customer orders and enquiries through the phone call channel.

• Businesses that need specific advice or information about their business.

They can contact centers that offer best practice knowledge bases where they can search for relevant articles and contact the contact centre if they need further help.

• Businesses that are looking to train their employees.

They can ask help from contact centres for training in areas like customer service, sales management, or best practice knowledge bases. 

Choosing a Contact Centre Company in Australia

There is an abundance of Australian contact centre companies out there who offer different services so it can be difficult to choose one that is right for you. There are a number of things you should consider when choosing a contact centre company in Australia:

What type of contact services do they offer? 

When looking at different contact centres, it’s important to know exactly what kind of services these companies provide.  In Australia, contact centre companies will often specialise in one specific area. For example, there are contact centres that offer guidance on best business practices. There are also contact centres that provide sales management support by helping clients manage customer orders and other relevant tasks.

Which contact channel is the most suitable for your business? 

It’s important to know which contact channel will suit your company best before choosing a contact centre that specialises in this area. For example, if you run an online store with customers who usually contact you via email, it may not be the best idea to contact a contact centre that specialises in phone contact services.

How big is their customer base? 

There are some contact centres which only work with one or two companies at a time and others who manage hundreds of different customers at once. If you contact a contact centre that manages hundreds of different customers, they will have more experience in handling all kinds of customer requests and enquiries so they’ll be able to give your company the best service possible. However, be sure that they aren’t too busy with other customers for your concerns and inquiries.

Do they offer contact services in Australia or internationally? 

It’s also important to know whether the contact centre offers services only to Australian-based companies or whether they also work with international companies. If your company needs contact services for an overseas market, it may be better to go for a contact centre that manages international customers as well because they will have more experience in this area and can help give your business the best possible service no matter where your contact originates from.

How well do they manage customer contact? 

Finally, it’s important to know how a contact centre company manages their customers and whether this kind of management style is the right match for your business needs or not. If you choose a contact centre that has more experience in call-based contact services, you may need to contact them when your customers contact you so they can help sort out any problems, enquiries, or complaints. If this style of contact management is not what’s right for your business, it would be better to partner with a  contact centre that has more experience in email-based contact services instead. 

Choosing a contact centre company in Australia is not always easy but it’s important that the contact services offered will suit the needs of your business so it’s best to do some research before making contact with any company. Let us know how we can help with your business needs by calling us or sending us an email for a free consultation.