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How Contact Centers Benefit Other Departments [Infographic]

Posted by Clarissa Gotsch on Feb 08, 2017

Contact centers have great capacity to help provide many different types of departments within a business with insight and support. Information captured about each department can be used to help improve innovation, quickly fix problems, and to develop competitive advantages for a company. 

Take a look at how contact centers can benefit each of these departments:


 How Contact Centers can help Other Departments 

Legal

  • • Enables consistent and accurate customer communications and policies
  • • Serves as an early warning system for quality problems
  • • Identifies and addresses impending customer problems
  • • Provides a rapid response to news/media reports
  • • Contributes to internal communication
  • • Serves as a training ground for customer service policies

IT/Telecom

  • • Furthers organization wide infrastructure development
  • • Furthers self-service usage and system design
  • • Provides a concentrated technology learning ground
  • • Provides the essential human bridge between diverse processes and systems
  • • Is a driver of innovation in IT/Telecom advancements

Research and Development/Design

  • • Provides information on competitive direction and trends
  • • Highlights product compatibility issues and opportunities
  • • Provides customer feedback on usability
  • • Differentiates between features and benefits from the customer's perspective
  • • Identifies product and service differentiation opportunities

Manufacturing and Operations

  • • Pinpoints quality and production problems
  • • Provides input on products' and services' usability and clarity
  • • Contributes to product documentation and procedures
  • • Highlights distribution problems and opportunities
  • • Facilitates communication related to capacity or production problems

HR and Training

  • • Captures cost and revenue information by customer segment
  • • Contributes to the control of overall costs
  • • Serves as an early warning system (positive and negative)
  • • Is essential to successful mergers and acquisitions
  • • Contributes to shareholder value through strategic value contributions
  • • Is essential in establishing budgetary strategy and priorities

Financial

  • • Captures cost and revenue information by customer segment
  • • Contributes to the control of overall costs
  • • Serves as an early warning system (positive and negative)
  • • Is essential to successful mergers and acquisitions
  • • Contributes to shareholder value through strategic value contributions
  • • Is essential in establishing budgetary strategy and priorities

Sales and Marketing

  • • Provides detailed information on customer demographics
  • • Tracks trends (purchases, service and support issues) and response rates
  • • Enables permission-based targeted sales and marketing
  • • Supports segmentation, branding and personalization
  • • Provides customer input on competitors
  • • Provides customer surveys and feedback

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Topics: contact centers

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