What Is A Shared Contact Center (SCC)?

What is a Shared Contact Center (SCC)?

What is a Shared Contact Center (SCC)?

As technology continues to advance, businesses are finding new and innovative ways to improve their customer service operations. One such solution that has gained popularity in recent years is the Shared Contact Center (SCC). But what exactly is a Shared Contact Center, and how can it benefit your business?

A Shared Contact Center (SCC) is a customer service model where multiple companies share the resources and infrastructure of a contact center. Instead of each company having its own separate contact center, they collaborate and pool their resources together. This allows them to share costs, technologies, and expertise, resulting in a more efficient and cost-effective customer service operation.

Key Takeaways:

  • Shared Contact Centers (SCCs) are customer service models where multiple companies share a single contact center.
  • SCCs help businesses reduce costs, increase efficiency, and access advanced technologies.

So, how exactly can a Shared Contact Center benefit your business? Let’s take a closer look at two key advantages:

1. Cost Savings

One of the biggest benefits of a Shared Contact Center is the cost savings it provides. By sharing the expenses of infrastructure, equipment, and staff, companies can significantly reduce their operational costs. This becomes especially beneficial for small and medium-sized businesses that may not have the budget to establish and maintain their own contact center. The shared cost model allows companies to access high-quality customer service resources at a fraction of the price.

2. Access to Advanced Technologies

SCCs often invest in advanced technologies and systems to provide superior customer service. By being part of a Shared Contact Center, your business gains access to these cutting-edge technologies without the need for expensive investments. This not only improves the overall customer experience but also keeps your business at the forefront of customer service innovation. With features like automated call routing, interactive voice response (IVR), and real-time analytics, SCCs can help you streamline operations and provide a seamless customer experience.

In conclusion, a Shared Contact Center (SCC) is a customer service model that allows multiple companies to share the resources and infrastructure of a single contact center. By collaborating and pooling their resources together, businesses can reduce costs, access advanced technologies, and provide high-quality customer service. So, if you’re looking for ways to enhance your customer service operation and save costs, consider the benefits of a Shared Contact Center.