Many companies struggle to provide the level of customer support that their customers expect. Multiple factors contribute to this. Two key ones are a shortage of skilled customer service representatives. The other one is other corporate departments and initiatives that receive more financial and managerial support.
To address this, a growing trend is to outsource customer service work to an outsource call center that specializes in and has a proven track record providing customer service excellence. Here are some outcomes you can expect when you outsource your customer service work to a professional outsource call center.
Outsource call centers that specialize in providing customer care to their client’s callers, provide advanced training to their staff. This training includes telephone etiquette, conflict resolution techniques, and advanced customer service skills. The breadth and depth of this training surpasses what most companies can provide to their in-house call center staff.
Saying that an outsource call center provider can do the job better isn’t a criticism of in-house call center staff. Instead it faces the reality of the singular focus and commitment to training that an advanced outsource call center has.
The goal for many call centers is to pursue customer service excellence. However, great customer service is no longer enough. Instead astute companies look at customer experience (CE) too. When your callers reach a professional call center, the expected result is both customer service excellence and a memorable customer experience.
Do your customers want additional contact methods besides the telephone? Yes, they do. Some prefer web chat and others want to reach you through social media. Then there’s texting and email support. Though not every communication channel is ideal for every situation, you should offer every reasonable means of contact to meet the expectations of as many people as possible.
However, these non-phone methods require an investment in technology to handle them properly and efficiently. Instead of purchasing, implementing, and maintaining this technology in house, simply outsource your customer service needs to a professional call center outsource provider who already has email, text, web chat, and social media support coverage.
A struggle many companies face is being available to their customers any time of the day or night. Customers insist on contacting a company when it’s convenient for them, not when it’s convenient for the company. Yet 24/7 coverage, including weekends and holidays, is expensive for companies to provide, and it’s often inefficient. This isn’t the case, however, with an outsource call center provider. They’re available 24/7, and their economy of scale allows their clients’ customers to enjoy around-the-clock access.
When you outsource customer service work to a professional call center outsource provider, you immediately realize many highly sought-after outcomes. These key outcomes include the ability to process calls better and to serve customers with excellence. In addition, customer service outsourcing allows you to expand options and increase availability.
And all these things can occur for a small fraction of what it would cost to do so in house. If your company operates its own customer service call center, look at outsourcing this work and enjoy the benefits when you outsource to a professional call center.
Direct Call Centers provides call center and contact center services to clients across the United States and around the world. Specializing in business process outsourcing (BPO), Direct Call Centers is your single source for essential contact center work and critical BPO support services, with a focus on four primary horizontal market niches: customer service, tech support, lead processing, and chargeback support. Get a free quote today to explore if Direct Call Centers is the right match for your company’s BPO needs. Peter Lyle DeHaan is a freelance writer for the call center industry.