The Basics: Making Contact Center Outsourcing work for you
Are you looking at selecting the right contact center vendor for your business requirements? What can you do to find the right outsourcer for your specific needs?
What is contact center outsourcing?
Businesses are increasingly turning to contact center outsourcing, where some or all of the contact center operations are managed by one or more third-parties. Contact center outsourcing helps organizations reduce their overheads when compared to maintaining an in-house department to manage customer interaction. Contact centers can help your organization win new business and serve your existing customers in a manner that elicits loyalty.
Organizations of varied sizes are embracing contact center outsourcing. If you’re a start-up or a small company, you might prefer to outsource rather than invest in equipment and staff. If you’re a medium or large corporation, you might want to consider a mixed environment, where you choose to outsource only certain functions such as collections, telemarketing, or IVR.
What is the recipe for successful contact center outsourcing?
The success of contact center outsourcing depends on the ability of the contact center to provide a professional service (to both the company and the customer) all the while emulating your brand and mission.
Choosing a contact center that provides multi-channel support also contributes to a succesful outsourcing experience, as customer communication is no longer restricted to telephone calls. Consumers expect support via multiple channels — telephone, e-mail, and web interactions. Research from Abderdeen1 states that “businesses following a multi-channel customer care strategy achieve more than twice (9.7% vs 3.9%) year-over-year improvements in customer satisfaction, compared to peers using only a single channel”. This requires an increasingly specialized communications infrastructure that can support both “live” agents and automated applications, and adequate back office databases and systems support.
When you partner with a contact center outsourcing vendor, make sure you consider their access to the latest technology. To stay competitive, outsourcers may need to invest in new systems, such as speech recognition applications. They may also invest in systems that enable optimum resource allocation, so that staffing levels are able to match demand. Through workforce optimization and other measures, a contact center outsourcing vendor can quickly meet seasonal fluctuations in call volumes. The rapid deployment model is an outsourcer’s asset, yet there are concerns and drawbacks with outsourcing.
“Multi-channel Contact Center – Delight customer where they Live” report from November 2012 - Aberdeen
As an organization, you might have some concerns regarding the impact of contact center outsourcing on customer service:
- Will a third-party firm have adequate knowledge of my industry, company, or its products to provide satisfactory and informed responses to customers?
- Will cross-selling or up-selling opportunities be seized by the contact center to generate incremental revenue?
- And most importantly, will my customers feel that they’ve been asked to contact a different company— one that is disinterested and disparate?
These concerns underscore the need for effective vendor management in a successful outsourcing relationship – one that you can be assured of when you partner with Knoah Solutions. When you select our contact center outsourcing services, you partner with trust, experience and flexibility, as our clients have repeatedly experienced: "Knoah has demonstrated their value on numerous occasions by being immediately available for any issue that arises. This flexibility turns into creative solutions for daunting problems with a rapid response".
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