How to Launch an Omnichannel Call Centre Successfully

Flora An

·July 5, 2025

·10 min read

You can launch an omnichannel call centre by understanding your customers’ needs, selecting the right technology, and building seamless workflows for every channel. An omnichannel call centre lets you manage customer service across calls, live chat, email, and social media from one place. This approach improves customer experience and boosts loyalty.

Customers expect agents to resolve issues fast and handle multiple channels. Companies using omnichannel strategies see a 91% increase in retention and 250% higher purchase frequency.

Metric	Statistic	Impact Description
Customer Retention Rate	90% higher (omnichannel vs single channel)	Stronger customer loyalty
Average Order Value	13% higher per order	Higher revenue per interaction

Sobot stands out as a trusted partner for omnichannel contact center solutions. Sobot AI empowers your team with unified tools for customer service, making every interaction efficient and secure.

Assess Needs

Understanding your customers’ needs forms the foundation of a successful omnichannel call centre. You must map out every step of the customer journey, select the right channels, and set clear goals for your omnichannel contact center. This approach ensures your customer service strategy aligns with real customer expectations and business objectives.

Customer Journey Mapping

Start by mapping the customer journey across all touchpoints. This process helps you see where customers interact with your brand and where they face challenges. Companies that excel in end-to-end journey performance see higher customer satisfaction, improved sales, and reduced service costs. The following table highlights why journey mapping matters:

Statistic / Insight	Description
Revenue Growth Correlation	A one-point improvement on a 10-point customer satisfaction scale correlates with at least a 3% increase in revenue growth rate.
Customer Satisfaction Gap	The gap in customer satisfaction between top and bottom quartile companies on journey performance is 50% wider than the gap on touchpoint performance.
End-to-End Journey Impact	Companies excelling in end-to-end journey performance see significantly higher customer satisfaction, improved sales and retention, and reduced service costs.
Risk of Isolated Touchpoints	Optimizing individual touchpoints without an end-to-end view can lead to negative outcomes like customer defection and lost sales.

Sobot’s omnichannel contact center solutions help you visualize and optimize these journeys, ensuring a seamless omnichannel customer experience.

Channel Selection

Choose communication channels based on your customers’ preferences and your business’s ability to support them. Strong multichannel engagement helps you retain 89% of customers, compared to only 33% for weak engagement. Consider these facts:

Phone calls have an 86% customer satisfaction score and remain preferred by 59% of consumers for support.
SMS open rates reach 98%, making it a highly effective channel.
63% of customers are more likely to return to websites offering live chat.
70% of customers expect social media responses within 24 hours.

Sobot’s omnichannel contact center platform supports voice, chat, email, and social media, allowing you to deliver consistent customer service across all channels.

Setting Goals

Set clear goals for your omnichannel engagement strategy. Define what you want to achieve, such as higher customer satisfaction, reduced handling time, or improved first-contact resolution. Companies that set measurable KPIs for their omnichannel strategy see a 20-30% increase in customer satisfaction and lower operational costs. For example, Livguard improved CSAT by 22.4% and reduced handle time by 38.6% after setting clear objectives for their omnichannel implementation.

Sobot’s customer-centric approach helps you identify key needs and align your customer service strategy with business goals. This ensures your omnichannel communications deliver maximum value and drive better customer experiences.

Choose Omnichannel Call Centre Technology

Selecting the right technology for your omnichannel contact center sets the stage for outstanding customer service. You need a platform that brings together every channel, supports global operations, and adapts as your business grows. Sobot delivers a unified workspace, AI-powered tools, and seamless integration, making it easy for your team to provide fast, personalized customer support.

Sobot Voice/Call Center

Sobot’s Voice/Call Center gives your agents a single workspace for managing calls, messages, and customer data. The intelligent IVR system routes calls to the right agent, reducing wait times and improving first-contact resolution. AI-powered voicebots handle routine questions, freeing your team to focus on complex customer support needs. With features like call recording, real-time analytics, and global number availability, you can deliver consistent omnichannel customer service anywhere in the world.

Tip: Sobot’s cloud-based contact center software ensures 99.99% uptime, so your customer service never stops.

Integration and Scalability

You need contact center software that connects with your existing systems and scales as your business grows. Sobot offers seamless integration with popular CRMs and business tools, so you can unify customer data and streamline workflows. The platform supports omnichannel customer service across voice, chat, email, and social media, making it easy to expand into new markets or add channels as customer expectations change.

Industry Sector	AI Adoption Rate in Customer Service (%)	Projected Omnichannel CCaaS Market Share by 2026 (%)	Cloud-based Contact Center Adoption by 2025 (%)
Energy, Resources, Industrial	60	N/A	N/A
Retail, FMCG, Public Sector, Education, Healthcare	50	N/A	N/A
Transportation and Logistics	47	N/A	N/A
Financial Services	43	N/A	N/A
Telecommunications and Media	39	N/A	N/A
Professional Services and Technology	32	N/A	N/A
Automotive	30	N/A	N/A
Manufacturing	19	N/A	N/A
Overall CCaaS Market	N/A	45	N/A
Cloud-based Contact Centers	N/A	N/A	60

Bar — Image Source: statics.mylandingpages.co

Data Security

Protecting customer data is critical in any omnichannel contact center. Sobot uses encrypted data transfer and secure cloud infrastructure to keep your customer information safe. The platform meets strict compliance standards, so you can build trust with your customers and meet regulatory requirements. With Sobot, you can focus on delivering excellent customer service while knowing your data is secure.

Nearly 80% of consumers value speed, convenience, knowledgeable help, and friendly service in customer support. Sobot’s omnichannel contact center technology helps you meet these expectations with advanced automation and real-time insights.

Design Omnichannel Workflows

Designing effective workflows is essential for a high-performing omnichannel contact center. You need to connect every channel, automate routine tasks, and empower your team to deliver seamless customer service. Sobot helps you build intelligent workflows that improve efficiency and customer satisfaction across all touchpoints.

Smart Routing

Smart routing directs each customer to the right agent or resource, reducing wait times and improving first-contact resolution. In an omnichannel contact center, you can use intelligent IVR and workflow automation to match inquiries with the best available agent. Studies show that smart routing and scheduling algorithms can reduce customer wait times by up to 38% compared to traditional methods. Sobot’s omnichannel customer service platform uses AI-powered routing to ensure every customer gets fast, accurate support, no matter the channel.

Routing Benefit	Impact on Customer Service
Reduced Wait Times	Up to 38% faster response
Higher First-Contact Resolution	More issues solved on first try
Improved Agent Utilization	Agents handle cases efficiently

Unified Agent Workspace

A unified agent workspace brings all customer interactions into one place. Your team can view calls, chats, emails, and social messages in a single dashboard. This approach streamlines omnichannel processes and reduces the risk of missed messages. Sobot’s omnichannel contact center solution provides a comprehensive workspace, allowing agents to access customer history and context instantly. This integration supports better engagement and ensures consistent customer service across every channel.

Omnichannel communication becomes seamless.
Agents switch between channels without losing context.
Customer satisfaction scores and Net Promoter Scores rise as a result.

Self-Service Options

Self-service options, such as AI-powered chatbots and automated IVR, let customers resolve issues quickly without waiting for an agent. In an omnichannel contact center, these tools can handle up to 80% of routine inquiries, provide 24/7 support, and reduce overall handling time by 25%. Sobot’s omnichannel customer service platform offers multilingual chatbots and intelligent IVR, giving your customers instant answers and freeing your team for complex cases.

Tip: Self-service and automation not only speed up resolutions but also boost engagement and customer satisfaction.

Efficient omnichannel workflows drive better results. You can track metrics like conversion rate, average interaction time, and channel abandonment rate to measure success. By optimizing your omnichannel engagement strategy, you increase customer lifetime value and improve business outcomes.

Train and Empower Teams

Building a high-performing call center starts with your team. You need to equip agents with the right skills, provide ongoing support, and foster a customer-centric culture. This approach ensures your customer service strategy delivers consistent, personalized support across every channel.

Omnichannel Skills

Agents must master omnichannel customer service to meet today’s expectations. When your team understands how to use every channel, you improve customer support and engagement. Omnichannel skills help agents deliver personalized service, reduce customer frustration, and resolve issues faster. For example:

Agents with omnichannel skills access unified customer histories, so customers never repeat themselves.
Real-time guidance and analytics tools empower agents to offer personalized support and empathetic service.
You can route simple requests to self-service channels, freeing agents for complex customer support needs.

These skills boost agent productivity and help you achieve higher customer satisfaction and better business outcomes.

Ongoing Support

Continuous training and support keep your team sharp. Sobot offers comprehensive training resources, onboarding programs, and real-time customer support for your agents. You can monitor key metrics to track progress:

Metric	Description
Average Handle Time (AHT)	Measures how efficiently agents resolve customer service interactions.
Agent Satisfaction	Reflects how empowered and motivated your team feels.
Customer Satisfaction (CSAT)	Shows the impact of training on customer experience and service quality.
Agent Turnover Rate	Indicates how well your customer service approach retains top talent.

Quality assurance scores and first response times also reveal the impact of ongoing support on your omnichannel strategy.

Customer-Centric Culture

A customer-centric culture drives better customer service and engagement. When you recognize agents for delivering great customer support, you motivate them to maintain high standards. Research shows that every 1% improvement in first call resolution leads to a 1% increase in customer satisfaction. Programs that combine customer feedback and performance metrics can improve these results by up to 10% in just 30 days. You can use customer satisfaction surveys, employee engagement surveys, and journey mapping to measure and enhance your customer service strategy.

Tip: Sobot’s omnichannel support platform helps you build a culture focused on real-time customer support and personalized service, leading to higher customer satisfaction and loyalty.

Optimize Customer Experience

Delivering an exceptional omnichannel customer experience requires you to focus on quality, data-driven insights, and ongoing improvement. Sobot’s analytics and monitoring tools help you track every aspect of customer service, so you can boost customer satisfaction and drive better business outcomes.

Quality Assurance

You need strong quality assurance to maintain high standards in your call center. Sobot provides real-time monitoring, standardized evaluation forms, and agent self-assessments. These tools help you measure performance and ensure every customer support interaction meets your quality benchmarks.

Use regular calibration sessions to keep scoring consistent.
Provide immediate coaching through live monitoring.
Align your team with clear quality standards and thorough training.

Quality assurance improves customer experience by building trust and loyalty. It also raises first call resolution rates and reduces errors. In fact, 86% of organizations agree that quality assurance processes like conversation reviews improve customer service quality, while 76% see a direct impact on customer satisfaction.

Feedback and Analytics

You can use feedback and analytics to understand how well your customer service performs. Sobot’s platform tracks key metrics such as CSAT, NPS, and First Response Time. These insights help you identify strengths and areas for improvement.

Metric	Description and Impact
CSAT	Measures customer happiness after each interaction
NPS	Shows customer loyalty and likelihood to recommend
FCR	Tracks issues resolved on first contact
Churn Rate	Indicates customer loss and retention risks

AI and automation in Sobot reduce response times and improve efficiency. When you act on feedback, you increase engagement and deliver consistent customer experiences across all channels.

Continuous Improvement

Continuous improvement keeps your customer service strategy effective. You should monitor key metrics like average handle time and customer satisfaction scores. Sobot’s analytics let you spot trends, run root cause analysis, and prioritize the most impactful changes.

Review performance data regularly.
Gather agent and customer feedback.
Implement targeted training and process updates.
Measure results and adjust strategies.

Opay, a leading financial service platform, used Sobot’s omnichannel solution to raise customer satisfaction from 60% to 90% and cut costs by 20%. This real-world example shows how continuous improvement and the right technology transform customer support and engagement.

You can launch an effective omnichannel call centre by mapping customer journeys, selecting the right channels, and investing in agent training. Use Sobot’s unified platform to integrate data, automate workflows, and ensure security. Regularly review agent performance, update your tools, and collect customer feedback.
Checklist:

Map customer journeys
Choose channels based on customer needs
Integrate Sobot’s omnichannel tools
Train agents
Monitor KPIs and feedback

Ready to transform your customer experience? Explore Sobot’s solutions or request a demo today.

FAQ

What is an omnichannel call centre?

An omnichannel call centre lets you manage customer interactions across phone, chat, email, and social media in one platform. You give customers a seamless experience. Sobot’s omnichannel call centre solution unifies all channels for better efficiency and satisfaction.

How does Sobot ensure data security in an omnichannel call centre?

Sobot uses encrypted data transfer and secure cloud infrastructure. You meet global compliance standards and protect customer information. Sobot’s omnichannel call centre platform maintains 99.99% uptime and robust security, so your data stays safe.

Can I integrate Sobot’s omnichannel call centre with my existing CRM?

Yes, you can easily connect Sobot’s omnichannel call centre with popular CRM systems. Integration helps you unify customer data and streamline workflows. This makes your team more productive and improves customer service quality.

What results can I expect from launching an omnichannel call centre with Sobot?

Companies using Sobot’s omnichannel call centre see up to 90% customer satisfaction and 20% lower costs. For example, Opay improved satisfaction by 30% after switching to Sobot. You can read more here.

How do I measure success in my omnichannel call centre?

You track key metrics like CSAT, NPS, and first-contact resolution. Sobot’s omnichannel call centre provides real-time analytics and reporting. You use these insights to improve service and reach your business goals.