It’s time to say goodbye to the “ringing-forever” call centers that left you with unattended calls. It is high time we shift to the latest contact centers which integrate landline connections with mobile and online communication with their latest Call Center Software.
But there are a few things you’ll need to look at when you outsource your phone department. They are as listed below:
1. Outsourcing call center operations can turn-out to be quite costly if you don’t compare benefits received with services availed. At the same time you will also need to look at the performance of your in-house team.
If your in-house team is working efficiently, the need for you to outsource might not emerge; however, it could be a better option to outsource the call center activity if the benefits of outsourcing can boost your profits. So, be sure to pick the right Call Center Software Solutions.
2. Small scale companies usually fall short of trained customer service executives. Lack of capital and workflow to extensively provide customer service might result in losses. Thus, it would be best to outsource call center operations or use Virtual Call Center Software.
3. If confidentiality is a matter of concern for your business, outsourcing wouldn’t be the right thing to choose. You could choose to sign an NDA (non-disclosure agreement); however, you risk the guarantee of the contact center honouring this agreement.
4. Every business looks forward to showcase quality, being an essential ingredient in the business process. Thus, it is vital to ensure that you have the best business representation.
While, contact center agents approach customers through Outbound Call Center Software, you can always choose to record their conversation and train them to improvise it.
5. Contact centers usually have too many client accounts. Thus, they train their agents to handle multiple accounts. This in turn can hamper their performance. Imagine an agent receiving an inbound call for a client to resolve some query and his very next call being for ABC client to sell a product.
To make this process smoother and efficient it is advisable to outsource operations to contact centers with the Best Telemarketing Software.
6. Many a times, when you want to outsource both in-bound and out-bound operations, it is necessary that the contact center agents are routed to Cloud Contact Center Software so as to access the account history or other customer details.
7. Customer feedback is a vital part in the business process as it provides insights to improve business operations. The whole outsourcing process might cause uncertainties in drawing customer feedback as the two-way communication between your business and the support team is broken.
Hence, it may be wise to look at reports and ask agents to record customer feedback.
8. You should also consider taking a look at tools used by your support team and those used by your business to generate reports. If there are discrepancies in both, it may be difficult for you to analyse and measure the teams’ performance.
You can look at Customer Contact Center Software Solutions to match your requirements.
9. Make sure to keep a track of activities when you outsource customer service. This will help boost the customer satisfaction index and keep the support team in line with your business goals.
10. The most important part would be to make sure that the support team works exclusively for you.
You may boost your revenues by outsourcing your call center operations. But, don’t forget to keep regular quality checks on the completed work and keep a track of your business goals.
CASE STUDY:
To understand the importance of considering all the above mentioned factors while outsourcing call center operations, let us look at a real life example.
The case in point is a software company who decided to outsource its customer service operations due to the increasing number of inbound calls. The in-house support team was finding it difficult to deal with the increasing call dropout rates.
CHALLENGE:
The company was finding it difficult to manage calls and was losing out on customers due to unattended calls. Due to which, the company decided to outsource its call center operations. The business owner chose to on-board a contact center to provide customer support.
However, now it was difficult for the company to analyse the performance of its external team due to discrepancies in the tools used.
SOLUTION:
The business owner shared his concerns with their contact center account manager and after lot of brainstorming they decided to adapt to the Best Call Center Software available, to increase the efficiency of the process.
No comments:
Post a Comment