Customer Contact Services

Omnichannel Orchestration Guidelines for Your Financial Services Contact Center. What are Customer Contact Services?

Customer contact services are services that contact center agents perform for customers on behalf of a company. There are a wide variety of customer contact services that agents can provide. A few examples include basic customer service, sales, tech support, appointment setting, and debt collecting. Basic customer service includes things like answering questions about an account, making address or other contact information updates, taking payments, and making changes to a service. Companies such as wireless communication providers need customer service assistance when they don’t have their own internal teams. Sales is another type of customer contact service. Sales agents require specialized training and experience in order to provide results. They perform tasks such as cold calls, follow ups, lead generation, and account management. 

IT support is another customer contact service that businesses need, especially those that often require troubleshooting, such as wireless communication providers. Like sales, IT agents are well-trained and have the knowledge and experience necessary to solve tech issues. They use ticketing systems, which work by generating a ticket after a customer reaches out about an IT problem. Those tickets are then distributed to available IT support reps who can then take the next steps to help the customer. Appointment setting services are another type of customer contact service. Sometimes businesses such as doctor’s offices use these services to take calls from patients after hours. Agents can reach doctors on behalf of patients in case of an emergency. Debt collection services involve experienced agents who are trained in debt collections methods that adhere to federal regulations. They can collect monies owed to a company by reaching out to customers and taking payments over the phone.

More Customer Contact Resources and for Call and Contact Centers

Outbound Call Center Campaign Management | LiveVox Omnichannel

Tried and true outbound voice with self-service. Our comprehensive voice offering includes four outbound dialing systems including automated dialing. Agents can focus on outbound or function in a blended environment, enabling you to choose the right option to meet every campaign need.

5 Inbound Call & Contact Center Services – LiveVox

Consider the benefits that an experienced inbound call center services can bring to your company. Take advantage of the support and insight they bring. LiveVox provides call centers with the right equipment and platforms needed to ensure a satisfactory customer journey.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.