Your guide to call centres in 2024: Everything you need to know

Ring ring! ☎️ Your future's calling, and it sounds a lot like happy customers.

Wondering if your business needs a call centre? Or how to run a successful one?

You're in the right place! 

We'll explore what call centres are, the different types, and whether you need one. Discover must-have tech, and how to choose the right platform for your Nordic business.

Understanding call centres 

What is a call centre? 

A call centre is pretty much what it sounds like – a place where a company handles phone calls with their customers. Instead of calling different departments or people, customers just dial one number and get connected to someone who can help them with customer service. It's all about connecting customers with the right people who can assist them.

Call centres use special phone systems that can handle lots of calls at once. They often have ways to put people on hold, transfer calls to the right person, or even use automated messages to help with simple tasks.

Times change: The call centre becomes a contact centre

Back in the day, it was all about actual phone calls. You had a problem with your new TV? You'd call a number and talk to someone. That's the basic idea of a call centre.

But times change. Now we've got emails, texts, social media, you name it. So call centres had to change too. They couldn't just stick to phone calls anymore.

That's where we get the concept of a "contact centre." They still do phone calls, sure, but now they're handling all sorts of ways people might want to get in touch.

Think about it - when was the last time you actually called a company? Maybe you sent a Facebook message or used their website chat instead. That's what these modern contact centres deal with now.

Call centre vs. contact centre: What’s the difference? 

A call centre is focused on voice communication, typically dealing with incoming and outgoing calls between a company and its customers. 

Now, a contact centre is designed to handle customer interactions across multiple channels, not just phone calls. This could include:

• Phone calls
• Emails
• Live chat on websites
• Text messages
• Social media messages

The idea is to provide a seamless experience for customers, letting them reach out however they prefer. It's called omnichannel customer service because it covers all these different channels in a unified way.

How they relate: You can think of a call centre as one part of a contact centre. Most modern businesses are moving towards the contact centre model because it's more flexible and meets customers where they are. But the skills and systems developed for call centres are still a crucial part of this broader approach.

Read more: What is a contact centre & why do you need one?

Does every business need a call centre? 

Not every business needs a full-blown, traditional call centre. It really depends on your company's size, what you're selling, and how you interact with your customers. 

For small businesses or local shops, having a dedicated call centre might be overkill. They can usually handle customer calls just fine with their existing staff.

But here's the thing - pretty much every business needs some way to talk to their customers. Maybe it's not a "call centre" in the traditional sense. So even if you don't need a room full of people wearing headsets, you probably need some kind of system to manage these interactions. 

Voice communication remains crucial for resolving complex issues, building emotional connections, and enhancing customer engagement, especially for businesses offering more complicated products or services.

Whether that means a full call centre, a couple of people managing a phone line, or a cloud-based contact centre solution really depends on your specific needs. 

For bigger companies or those with complex products, a call centre (or contact centre) is a necessity. It's all about scale and consistency.

Different call centre types 

Not all call centres are the same. Let’s look at the different types:

Inbound call centres

Inbound call centres are set up to handle incoming calls from customers. They're like the front line for customer service, dealing with people who reach out for help or information. Some key functions include:

• Technical support for products or services
• Handling customer inquiries about orders or accounts
• Processing payments or updating account information
• Providing general information about the company or its offerings

For example, if you've ever called your bank about a weird charge on your card, or phoned tech support because your internet's acting up, you've dealt with an inbound call centre.

Outbound call centres

Outbound call centres are all about making calls to customers or potential customers. They're often used for:

• Sales calls to promote products or services
• Market research and surveys
• Following up on customer inquiries or abandoned shopping carts
• Debt collection
• Appointment setting or reminders

If you've ever gotten a call about a special offer from your cell phone provider, or been asked to participate in a survey, that's likely coming from an outbound call centre.

Blended call centres

Blended call centres handle both inbound and outbound calls, giving them the flexibility to adapt to changing needs throughout the day.

For example, imagine a healthcare provider's call centre. In the early morning, they might focus on outbound calls to remind patients of upcoming appointments or to follow up on recent treatments. These proactive calls can help reduce no-shows and improve patient care.

As the day progresses, more patients start calling in with questions about their medications, to schedule appointments, or to discuss symptoms. The call centre can then shift more agents to handle these inbound calls, ensuring patients get timely responses to their health concerns.

Blended call centres can be more complex to manage than purely inbound or outbound centres, but they offer a lot of advantages in terms of efficiency and flexibility. They're particularly useful for businesses that have fluctuating call volumes or diverse communication needs.

Many modern contact centre solutions, including those offered by us at Enreach, are designed to support this blended model. They provide tools that allow for seamless switching between inbound and outbound tasks, often with features like automated call distribution and predictive dialling to make the process as smooth as possible.

Essential call centre technology 

Running a call centre smoothly requires a mix of essential technologies. Here are some key components:

Call centre platforms: Nowadays, call centres are usually cloud-based and use Voice over Internet Protocol (VoIP) technology, which allows for greater flexibility and scalability.

Call centre platforms are the heart of the call centre, managing all the incoming and outgoing calls. Advanced call centre solutions like the ones we offer at Enreach are popular because they make it easy to handle a large volume of calls and integrate seamlessly with other systems.

Interactive Voice Response (IVR) Systems: You know those menus you hear when you call a company? "Press 1 for sales, 2 for support..."? That's IVR. 

IVR systems help route your call to the right department or allow you to get information without speaking to an agent. This technology is essential for making call centres more efficient.

CRM Integration: Customer Relationship Management (CRM) systems keep track of customer information. Integrating CRM with call centre platforms means agents can see a caller’s history and provide better service. 

For instance, Enreach’s solutions integrate smoothly with CRMs like Salesforce and Dynamics 365, making it easier for agents to access important customer data. 

Enreach also enables CRM-based routing, which directs calls based on the information stored in the CRM, ensuring that customers are connected to the most suitable agent.

KPIs for measuring success

How do you know if a call centre is doing a good job? 

You need numbers! 

That's where KPIs come in. KPI stands for Key Performance Indicator. They are crucial for tracking and improving call centre performance. Some important KPIs include:

• Average Handle Time (AHT): How long it takes to resolve a customer issue
• Customer Satisfaction Score (CSAT): How happy customers are with their experience
• First Call Resolution Rate (FCR): The percentage of issues resolved in a single call

We talk about KPIs in some more detail in this article: What is good customer service? How to measure and achieve it. 

💡Tip: Call measurement is easier than you think 

Many businesses shy away from call measurement, believing it’s a complex and time-consuming task. But the truth is, tracking calls can be simple and insightful. By combining your voice solution with your CRM, you can effortlessly integrate call data into your existing activity tracking.

What is great customer service in a call centre? 

Being nice on the phone might sound easy, but customer service is a real skill! 

We believe great customer service in a call centre is all about meeting the needs of the caller in the best way possible. It's not just about solving problems, but about creating a positive experience that builds loyalty to your brand.

If you want to nail great customer service in your call centre, here's what we think you should focus on: 

First off, your agents are everything. Invest in them. Train them well, not just on your products, but on how to really listen and connect with people. Give them the power to actually solve problems without having to ask permission for every little thing. Happy, empowered agents make for happy customers. 😊

Next, make it personal. Use the info you have about your customers to tailor each interaction. It's amazing how much of a difference it makes when an agent can say, "Hey, I see you've been with us for five years now, thanks for your loyalty!" People love feeling recognized.

Third, focus on solving problems the first time around. There's nothing more frustrating for a customer than having to call back multiple times for the same issue. Give your agents the tools and knowledge they need to handle complex stuff.

Fourth, keep an eye on the tech. The right technology can make a huge difference. Use good call routing systems to cut down wait times, and consider things like sentiment analysis to help your agents gauge how a customer is feeling.

Lastly, always be improving. Listen to call recordings, check your feedback and metrics regularly. What's working? What isn't? Be willing to change things up if something's not hitting the mark.

Remember, at the end of the day, it's all about making your customers feel heard and valued. If you can nail that, you're golden. 

Choosing the right call centre solution provider for your Nordic business

If you’re in the process of building or expanding your call centre, you might have lots of questions. How do I know which provider is reliable? If my company is based in Finland, do I need a provider that speaks Finnish? 

Choosing a provider is a big decision, but don't worry, you can approach this step by step:

1. Start by listing out your specific needs. What features are must-haves? What's your budget? How many agents do you think you'll need?
2. Consider how well the solution integrates with other systems, like CRMs. 
3. Working from home is another big decision. Agents who work remotely can save on costs. It really depends on your specific needs and comfort level with managing a team.
4. Check out local providers who might understand your market better.
5. Don't forget to ask about scalability. You want a solution that can grow with your business.
6. Customer support from the provider is crucial. Make sure they offer good training and ongoing support.
7. Ask for demos and trials. Nothing beats hands-on experience with a system.

If you're in Finland or other Nordic countries, make sure any solution you choose complies with EU and local data protection regulations.

How can Enreach help boost your call centre’s performance?

We offer a range of solutions designed to optimise call centre operations and enhance overall efficiency. These include:

• Embedded voice solutions:  Integration of voice services into existing  platforms like Salesforce, Dynamics 365, and MS Teams to streamline workflows and improve data accessibility.
• Outbound call centre solutions: Tools for boosting outbound sales efficiency, such as intelligent dialers, custom dashboards, and real-time monitoring.
• AI and automation: Utilising AI for tasks such as real-time call transcription, smarter call routing, and predictive analytics to enhance call centre performance.
• Omnichannel communication: Ensuring seamless communication across various channels to provide a consistent customer experience.

Enreach has the potential to make a real difference in how your call centre operates. 

Learn more: Optimise your call centre with intelligent voice solutions

Our advice? 

Start by talking to providers. And don't feel like you have to figure this all out alone. Most will be happy to walk you through options. Our experts at Enreach certainly are! 

Contact us and let's assess if your business aligns with our solutions.

Contact us