The Basics: How do Contact Center Outsourcing Companies work?
How are contact center outsourcing companies different from each other? What are the typical processes that they handle?
When you partner with a contact center outsourcing company, they become the focal point of customer communications. According to recent research by Aberdeen1, best-in-class contact centers help clients enjoy results such as “84% first contact resoltuion rate, an 11.7% annual increase in agent producticity and an 8.2% year-over-year decrease in customer care costs”. With staff that is trained to reflect our brand in customer acquisition, retention, and service, contact center outsourcing companies are geared to give growing organizations the support they require to meet customer demands.
What are the different types of contact center outsourcing companies?
The global contact center market is expected to grow at 2.6% through 2018 to keep pace with the growing demand for customer service in emerging countries and the purchasing power of population in developed countries1. In this scenario, there are several contact centers that handle large volumes of customer requests across different channels. They are of different types based on their operational model and functionality 2
- Bureaucratic/Pyramid Style: The bureaucratic setup is one that has a pyramid-style organization. The CEO or President is right on top of the organizational chart followed by middle management and finally, the agents.
- Flat Structure: A flat structure is adopted by some contact center outsourcing companies to facilitate quick implementation of procedures and policies.
- Japanese-style Structure: A Japanese-style structure consists of teams that work for timely execution of projects.
- Matrix-style Setup: A Matrix-style organization has several managers who share responsibilities and manage the same staff.
What are the business processes that contact centers handle?
- Planning: Contact center planning includes areas such as recruitment, workforce management, resource planning, and contingency planning.
- Employee retention and development: This includes career planning, training, performance management, quality monitoring, compensation, and benefits.
- Mangement of operations: This covers change management, service-level agreements, client contracts, and project management.
- Customer management: This covers the entire customer lifecycle from handling customer inquiries, escalation processes, and customer interaction management to administering customer surveys for ensuring customer delight.
Contact center outsourcing companies seek to optimize their processes and work within their chosen organizational set up to maximize your returns and ensure satisfaction of your customers.
As one of the leading contact center outsourcing companies, Knoah Solntions currently offers a wide range of contact center outsourcing solutions that can be mixed and matched to meet your unique requirements. To get in touch with Knoah and explore how we can help you with your contact center requirements,