Why add a texting option for a call center?

The main reason call center companies add texting as one of their services is to improve the customer service experience. This allows the call agents to talk to multiple users at a time and thus, increasing productivity. For the customers, the portability of their phones allows them to continue their conversation when moving around compared to online chat. Adding to that, the other key reasons to include texting at a call center are the following:

• Reduced wait times compared to phone calls

• Increased efficiency

• Attract more users

• Most users prefer texting

For SafeChat Silicon Valley, adding a texting option would maximizing efficiency by allowing their advocates to talk to more than one user at once. This is crucial for a domestic abuse center because their users likely need an urgent response. Another reason is that the advocates have the ability to send checkup messages on their users to ensure they are doing okay and check if they need any more support after their initial conversation. Implementing texting into SafeChat, is extremely beneficial for both the organization and the users.

Sources:

Wilkinson, D. (2021, November 24). Incorporate Text Messaging Into Your Call Center. SimpleTexting. Retrieved January 23, 2022, from https://simpletexting.com/call-center-text-messaging/

Parker, E. (2015, December 16). 8 reasons why contact centers should offer texting. ICMI. Retrieved January 23, 2022, from https://www.icmi.com/resources/2015/8-reasons-why-contact-centers-should-offer-texting