While various industries are working hard on figuring out a way to keep revenues high while cutting costs, one industry has remained on top: Call Centers. They are efficient, productive, boost customer support and retention, and continue to offer capabilities that help businesses remain at the top of their game.
Most recently, the industry has seen the introduction and integration of the cloud. In 2012, the cloud was first introduced into call centers throughout the country as a way for them to become even more cost effective then ever before. Instead of needing heavy equipment and a fully staffed IT team, companies were able to offer everything virtually without ever having a piece of equipment installed.
With the cloud came more advantages such as an increase in customer happiness and an increase in the demand for troubleshooting service whether through email, social media, online chats, or via telephone. So, it’s not a surprise that the industry continues to grow on the employment side as well.
One center that has been around for about four years, CustomerContactChannels, formerly known as the Precision Response Corporation, is currently employing over 10,000 agents in its centers throughout the world and is expected to hit a targeted goal of $200 million before the year is over. It is one of the biggest call center companies to hit South Florida with no signs of stopping. The company plans on adding to its employees slowly over the course of the next four years expanding to reach numbers in the 40,000 range.
C3 (News - Alert) president and chief operating officer, Rick Ferry, told the Sun Sentinel that his company plans on making growth possible with precision and a set plan, while introducing new ways to create a two-way conversation.
"Our key is to communicate with customers the way they want to communicate," Ferry said. That increasingly means sending personalized texts to Millennials and mastering language and cultural skills to serve the growing middle classes in India, China and other emerging markets.
With a set target and a goal in mind, it would appear C3 is well positioned for continued growth and success.