What is an Omnichannel Contact Centre?

When it comes to outsourcing your contact centre services and getting the most from your appointed third-party team, it’s important to consider the developing industry tools that can improve the customer service experience for your business, starting with omnichannel support.

The benefits of an Omnichannel Contact Centre Solution

An omnichannel system is a perfect way to ensure a contact centre stays connected to your customers whilst offering your customers the ability to make their queries on the media platform of their choice. Customer communications, across all media platforms, can be consolidated with omnichannel tools, enabling transparency in the customer’s communication journey, and data consistency throughout their experience.

A contact centre that offers omnichannel will operate across all channels; voice calls, email, mobile app-based chat, website-based chat, and social media with complete data continuity. Customers will never or rarely have to enter the same information twice. It’s a level of flexibility that can be game-changing for customers or prospects wanting to get in touch with your business and is a tool favoured by customer services agents too. 

According to CXtoday ‘91% of contact centre professionals name omnichannel integration as one of their top three priorities”.  In this article, we’ll break down the key reasons omnichannel contact centres can offer invaluable support.

Multichannel versus Omnichannel contact centre, what separates them?

• Multichannel contact centres have helped develop the traditional call centre space, allowing customers to contact agents through a variety of media platforms. However, omnichannel contact centre services go a step further by providing data continuity. Data continuity allows customers to switch media platforms without having to raise a new query as they’re provided with a single ticket address.
• Omnichannel integration helps connect the contact centre across platforms and at Whistl we understand this can be of significant benefit for your customers, helping aid the efficiency of responses through the consolidated system, leading to increased satisfaction.

Reporting and Insights

In a time where consumer expectations are growing, omnichannel contact centres can offer businesses a greater opportunity for reporting and insights, ensuring you’re always on top of your customers' needs. Through an omnichannel solution your business can:

• Ensure reports are shared hourly, daily, weekly, or monthly with an advance scheduler
• Build and receive custom reports through the reporting server
• Gain insights across all media channels your customers use, so you can uncover trends
• Provide your customers with transcript requests of their interactions with contact centre agents

Setting up your omnichannel contact centre

Outsourcing your omnichannel contact centre requirements means you can take the customer service pressure off your business. At Whistl we offer tailored contact centre solutions that can help you focus on critical business, as we manage your customers' contacts and interactions, with our comprehensive omnichannel service.