With the changes imposed by the National Telecommunications Agency (Anatel) in the middle of last year, call centers had to reinvent themselves — if you are not yet aware of the changes, read the article we prepared by clicking HERE. “But how do you reinvent yourself?” is what many companies are still trying to figure out, but you don’t have to rack your brains over it anymore. We’ll tell you everything! Here’s a spoiler: omnichannel is the way forward.
Want to understand better? Keep reading to find out!
What is the best strategy to stay healthy and productive in call center operations?
We are in the Digital Age, right? So there is no way around it: the answer is to invest in new technologies to optimize and improve service. The technology that stands out, especially in light of Anatal's measures, is omnichannel.
Think carefully about how customers behave these spain whatsapp data days. Where are they? On the internet, more precisely on their smartphones. Cell phones are no longer just a device for making calls; they have become a problem solver. “What is it? Where can I find it? How can I do it? Is it worth it?” The answers to all of these questions are on the internet. Where are people creating relationships with brands? On social media. It’s no wonder that online customer service has gained so much traction in the last 2 years. People are on social media, and with that, companies have realized that they need to be there too.
The omnichannel strategy is no longer an innovative resource but a necessity, given the current scenario. This strategy consists of using different communication channels (WhatsApp, SMS, email, chat, telephone, etc.) in an integrated and simultaneous manner, enabling valuable and complete experiences in the online and digital environment. The main objective of omnichannel is to improve online and offline relationships, enhancing the customer experience and reducing barriers and friction between these environments and other points of contact with the brand. Integrating call center operations with an omnichannel platform is the smartest way to keep the call center operating more efficiently and still complying with the standards imposed by Anatel. This is because it allows for more creative and dynamic contact with customers, optimizes the time of the agents and transforms the experience into something much closer and more fluid for both parties — companies and consumers.