With digital transformation, traditional means overseas data dedicated to customer services must evolve. Digital forces us to rethink our operating methods as well as our vision of customer relations. Today, the customer is at the heart of sales and marketing strategies and this is where a call center is evolving. A call center must evolve and turn towards the concept of a lead center in the digital age
A lead center in the digital age is an anglicism that is invading the telephone outsourcing market. It is the contraction of two terms. That of lead or prospect in French and that of call center. To summarize the lead center we can say that it is a call center 3.0 capable of handling prospects coming from all types of channels.
Just like a call center, a lead center in the digital age revolves around human and digital aspects. However, a lead center is capable of generating leads through any channel. Let's see together why using a lead center in the digital age is important for your customer relationship
In the digital age, there are technical means to respond to certain requests that remain basic. A lead center in the digital age must rely on the fact that a customer is at the heart of the strategy and attention. Its objective is to offer a maximum customer experience and to approach 100% satisfaction rates.
A Lead Center therefore uses all the necessary tools to offer this experience such as chatbots. Composed of weak artificial intelligence, a chatbot simplifies the steps between its user and their basic problems. In short, it is very effective for what are called level 1 actions. That is to say, simple question paths that do not require technical assistance.