Blog // June 13, 2017
Blog // June 13, 2017
Here’s the simple truth: The way customer service, inbound sales services, and technical support have been approached in the past simply won’t cut it with today’s busy customers — or tomorrow’s.
Considering that internal customer contact centers can be inhibited by things like infrastructure limitations, Sr. executives’ positioning, and whether customer support is viewed as an economic benefit or drain, you’ve got a real opportunity to improve your organization’s customer care.
In your battle to retain and grow market share amidst increasing competition, bringing on an experienced contact-center partner for customer facing support brings a number of built-in benefits that improve customer experiences and call center ROI.
7 Benefits of a Customer Contact Center Outsourcing Partner:
Innovation destroys the status quo. Until very recently, contact centers and support services had been seen as more of a cost of doing business than as a way to grow business or build advocacy. Partners that look beyond the way it’s always been done to bring new methods and processes to their customers demonstrate forward thinking that will add value beyond the contract requirements.
So your first step is to find a call center partner with expertise you can trust to help you do things more closely aligned to today’s market demands. A contact-center partner who has previously accomplished your goals for another company can provide experience-based feedback about the validity of an approach along with recommendations for how to improve it.
A customer support partner that specializes in this expertise knows that what worked today won’t necessarily work as well tomorrow. From analytics to quality assurance to agent training, the right partner will have an established process for continually modifying and improving service based on analyzing call types and trends identified in voice-of-customer (VoC) research.
Customer needs and preferences change quickly. A dedicated customer contact partner can initiate sample testing and pilot projects using a small part of their team to test new messaging and approaches in a closely controlled environment. Small sample sizes mean changes can be made on the fly to test for viability and impact. Then, if the new approach isn’t implemented, it’s simple to return to service as usual.
Using customer data analytics to improve workflows, processes, and agent training is a best practice for customer support partners. Your company will benefit from business practices that a partner already has built-in — often at no additional cost. Their arsenal of tools can produce faster transformation that more effectively meets your business objectives.
Customer support partners that have earned certifications for their other clients from reputable sources like J.D. Power have a higher likelihood of earning this mark of distinction for you. In fact, ask the partner you’re considering how they ensure that service excellence is achieved every day rather than ramped up just for the annual auditing process.
Many contact centers recruit customer service agents based on a standard profile. But your company has an opportunity to differentiate the customer’s experience by hiring agents that exhibit the characteristics your customers respond to best. A partner with cross-industry experience — as well as experience serving customer care centers — will understand the nuances and be able to identify the qualities of your top-performing agents and seek out those qualities in new recruits.
Customer satisfaction (CSAT) is often viewed as a subjective ranking based on the customer’s memory of their support experience. However, a seasoned and reputable partner will have the expertise to show you the hard data — including the decisions made to improve those scores — that can have tangible impact on your CSAT scores.
Choosing to outsource your customer support can bring value beyond contract requirements. A support partner’s direct interaction with customers gives them the opportunity to inform, influence, and improve customer experiences across your company, from marketing to sales to product development, and more. So, let them do what they do best, so you can focus on what you do best.