The focus during the founding of ContactCare was on inbound, requiring a more service-oriented approach. As a result, ContactCare naturally became a 'listening organisation', earning the title of contact centre.

The customer contact industry is a very rapidly changing market. Technological developments have led to an increase in communication channels, including chat functions, social media, and the increased use of mobile phones. Consumers can now contact companies in multiple ways, from anywhere. Therefore, it's crucial for businesses to be approachable in various ways. Besides answering phone calls, it's important to consider this large array of other channels.

By focusing more on inbound, ContactCare naturally became a 'listening organisation'

Consumers are increasingly demanding, which changes the type of requests from clients. ContactCare quickly responded to this and made a difference for its clients. The experiences over the following years with a large group of clients, varying in size and across different sectors, provided a wealth of unique knowledge and experience. This enabled them to advise new and existing clients on certain choices, such as which interaction channels to use best or how to best structure scripts.

To provide clients with a most comprehensive customer service package possible, the product portfolio was expanded with products such as telephone numbers (0800-, 085- and 0900-numbers), Webcare, IVR, and VoIP.

Offering different channels and products broadened the tasks for employees, meaning they required more intensive training on using various systems and on adequately handling customer contact through different channels.

More is expected from employees in the contact centre now compared to the call centre days. For this reason, ContactCare developed its own software. Using multiple channels like chat, email, and telephony can hence be operated through a single system. This software's deployment has optimised the interaction between the consumer and customer service representatives. Additionally, it provided clients with valuable information to optimise their business processes.

Thanks to these smart systems, talented employees, and by adapting well to its environment, ContactCare has become indispensable in recent years as a key partner in customer contact.