Omni Channel Customer Service

Organizations across the globe are leveraging the technology by adopting and implementing the newest equipment and software. It is to ensure that their clients and customers do not have to face any inconvenience. It should be easy exploring their products or purchasing. To ensure accessibility and ease, these organizations no longer shy from investing time and resources. They prefer buying easy-to-understand, yet effective Customer Relationship Management (CRM) systems.

An increasing number of organizations are connecting. They are interacting with their customers over multiple communication channels. The goal is to deliver presales and after-sales services and support. They are delivering what their customers want. Also, they are ensuring that all those products and services are delivered as and when they want. They and ensure that they connect and communicate over the medium selected by the customer. This treatment of customers has made them the driving and governing force that controls a business.

If a business fails to provide omnichannel customer support to its customers, it will not be able to appeal to and attract new customers. Organizations have realized this fact. They are specifically asking inbound call centers. They want best in class pre and post-sales customer care and support services.

The benefits of being present on almost all channels of communications are beyond obvious. Some of these benefits are:

1. Reduced call traffic

In this age of technology, people prefer to meet and greet each other over social media platforms. They choose Facebook and Twitter instead of meeting them in person. Even customers are no longer interested in contact with service providers over telephone calls. Advancements in technology and the arrival of social media have allowed them to connect with service providers over multiple channels, which automatically reduces the number of incoming calls at inbound call centers.

2. Reduced costs of operation

Setting up a call center is a costly affair. The costs incurred are mainly associated with acquiring a place, building infrastructure, and procuring call center tools and technology. Once the set-up is ready, the next task is hiring professionals who attend and answer the incoming calls of customers 24/7. This is generally the scene at inbound call centers. If a call center offers customer support over multiple communication channels, the facility can be used to provide omnichannel support.

Additionally, a call center agent taking care of live-chat or customer communication over mediums other than telephone can actually take care of more than one customer simultaneously, which helps in cutting down the operational cost.

3. Optimal utilization of resource

Investing in technology and implementing tools that enable omnichannel support to allow inbound call centers to utilize their resources in the most optimal manner. A call center executive who takes care of incoming calls can only answer one call at a time; however that is not the care with offering customer support over chat or e-mail. The same agent can manage more than one customer concurrently, which ensures optimal utilization of human resources.

4. An enhanced experience for call center executives

To transform an inbound call center into a multi-channel contact center, it is imperative that call centers leverage the latest tools and technology. When inbound call centers implement tools to provide multi-channel customer care and support, it gives call center executives an exposure to the latest technology. After implementing these tools and technology, the next step is making sure that those executives who have to work on them are aware of how these tools work. Training sessions that are conducted to impart knowledge nurture the technical skillset of executives, which gives them an enhanced experience.


There is no denial of the fact that in today’s competitive market, it has become imperative for businesses to succeed that they take proper care of their customers’ needs and expectations and meet them at every front.

In this age of cut-throat competition where customers are being spoilt for choices, every business is finding it difficult to retain existing customers and increase its base of new customers. To sustain such competition, it is important that companies outsource their call center functions to such call centers that not only offer impeccable call answering services but also provide customer care and support services over multiple communication platforms.