On the surface, it may seem like the best reason to partner with a contact center is convenience. It’s certainly true that using a contact center to deliver exceptional customer service frees your resources for your company’s core competencies. Without the worry of hiring and training an entire department of customer service employees, you can focus on growing your business. But partnering with a call center can improve more than your peace of mind. Contact centers can improve the following four key business outcomes.
Improve Customer Experience
According to Gartner, “customer experience (CX) is the new marketing battlefront.” But unless you’re a large corporation, you may not have the resources to invest in hiring and training staff whose only role is ensuring a great customer experience.
Contact centers are customer-focused. Employees at contact centers are hired based on their ability to build rapport and handle difficult customers. Unlike your office staff with a myriad of duties, call center representatives have only one very important job: taking care of your customers.
You hired your employees based on their skills in their primary role. Engineers or warehouse foremen don’t usually possess the soft skills to deliver excellent customer service. Instead, count on contact centers to provide the level of service your customers expect.
AI-powered contact centers use data analytics to help you increase sales. When customers call the contact center, their information is displayed to the representative. Data such as their purchase history or their browsing activity on your website helps representatives upsell products or services. Additionally, AI-powered contact centers can route customers to the most appropriate representative based on factors such as personality type.
Lower Operating Costs
As your company grows, so does your HR burden. It costs an average of about $4,000 to hire an employee. And new hires require training and onboarding before you see a return on your recruiting investment. Hiring and training customer service representatives become even more burdensome when your needs vary by season.
A contact center can absorb the HR burden of hiring representatives. They can find and train the right people more efficiently. By distributing their representatives among multiple clients, contact centers can provide high-quality, scalable service. You get the benefit of knowledgeable representatives even during your slow season.
Reduce Customer Churn
Contact centers help customers more easily resolve their issues. According to Gartner, a key driver of customer disloyalty is the “amount of effort customers must use to resolve” an issue. Multiple phone calls, unanswered emails or, even worse, struggling to find your company’s contact information will do more than drive customers away. Nearly half of angry customers share their experience with more than 10 people.
Contact Centers Improve Your Business
Contact centers can help you stand out from your competition. In today’s competitive market, customer experience is the ultimate differentiator. Contact centers are especially adept at hiring and training people with the necessary empathy and communication skills to elevate your customer experience.
Partnering with a call center also helps keep your operating costs low. Call centers are scalable. You can use your contact center as little or as much as you need.
Do you need help finding the right call center to fit your needs? Insight BPO only works with the top 25 percent of contact centers. Let our expertise help you find the call center that can improve your company’s key performance indicators.