Three Signs Customer Support Consolidation Is Right for Your Business
March 29, 2017
March 29, 2017
When it comes to serving customers, multiple in-country support centers can be the enemy of consistency and efficiency. And the solution to local support centers? Consolidation.
If you’re not sure that consolidation is right for your business, be on the lookout for these three issues.
If there’s a lack of intra-regional collaboration, you’re probably experiencing typical locally-oriented focus. This happens when each support framework has been built up independently over time and is a reflection of each local team’s preferences. Unfortunately, it’s also an easy way to frustrate customers.
The three main inconsistencies you’ll see are in:
The customer experience is based on all interactions with a brand, and the majority of these post-sale will be through call centers. Positive service experiences are vital for customer retention and lifetime value.
Overly localized customer service strategies can create greatly varying customer experiences that affect brand perception. Consolidation is necessary to deliver a customer experience that is consistently high-quality.
Differences in the following factors are a sign that customer experience is uneven:
Using many local support centers leads to inefficiency and redundancy, which in turn leads to inflated costs.
The following factors are what’s driving this issue:
If you see your businesses reflected in the above, now may be the right time to consolidate customer support operations. Considering change is easier than delivering it — but expertise is available. SYKES has provided major companies with consistent, cost-effective customer support for many years, including major customer support consolidation and transformation programs. If consolidating customer support into a regional showcase, consider SYKES.