Subscribe to Email Updates

Share

Text Size

- +

Topics: Call Centers

At this time of distancing and anxiety it is so important you connect with your customers. No one sets out to provide poor customer service. If you’re a businessperson, you want to build positive relationships with your customers. You work hard to solve problems that your buyers encounter, and you genuinely hope that your products meet their expectations. 

Problems with logistics and communication can create rifts between your company and its patrons. You want to be able to go the extra mile with your customers, but that is complicated when you are supporting so many other aspects of your business. Very few organizations can devote the necessary resources to their customer support offices. As a result, customers often feel frustrated and disconnected when they reach out for help. This disappointment can also demotivate your staff, both personally and professionally. 

So how can you give your customers the attention they deserve when your time and budget are limited? There are many solutions, but call center outsourcing is among the most promising. These solutions allow companies to address more inquiries, access new technology and serve their customers better than ever before. 

Download our free guide to discover how call center technology is evolving.

If you want to provide better customer service, you should consider seeking call center services. But how do you know this solution is right for your enterprise? The following questions should help you determine whether your business could benefit from call center outsourcing.

1. What Are the Practical Concerns of Outsourcing?

The word “outsourcing” provokes skepticism in many businesspeople. While many recognize that working with a third-party service provider reduces costs, they also worry that they will lose control over their processes. Some even believe that it’s difficult to communicate with these external firms, which poses severe threats to a company’s customer service efforts. After all, how can an organization relay solutions to a customer when they can’t even convey this information to the firm with which they work? 

While these concerns are valid, the right call center services provider will allay your fears about the process. You will retain full control over your customer support strategy, and you’ll be able to coordinate with this third-party agency as much or as little as you desire. A qualified firm will also keep you informed about any operational developments so you can adjust your practices as needed. This will give you greater control over your processes and ensure productive communication with your call center staff.

2. How Will Call Centers Keep My Customers Satisfied?

Some will argue that companies can only satisfy their clients with in-house service teams. This reasoning ignores the fact that most client support tasks fall to administrative workers. Many organizations can’t afford to employ full-service teams, so they delegate these responsibilities to workers who are already overburdened. These employees can’t work in your customers’ best interest if they’re worried about completing other duties. 

Call centers focus exclusively on customer support efforts, so they’ll never have to prioritize other responsibilities over your clients’ needs. These facilities can stay open longer and use new technology to offer more personalized service. Each of these features ensures that call center services will address your patrons’ needs in a more timely and effective manner.

3. What Features Should I Seek When Choosing a Call Center?

If you think call center services could benefit your business, you need to determine which features would best suit your needs. For example, if you want to minimize waiting times, you can request a virtual queueing solution that eliminates the need for callers to stay on hold. 

Call centers offer a variety of communication technology solutions that incorporate integrated voice response (IVR) and interactive voice communication (IVC), which can include features such as smart call routing, customer satisfaction surveys, self-service options, and many, many more. 

You can also offer customers a range of contact options, from text messaging to video chat and so much more. These options ensure that your customer support methods will be able to accommodate a wide range of preferences.

How Call Center Technology Is Evolving

David Rae

David Rae

David started with Bill Gosling Outsourcing in 1983. As CEO, he sets the future direction of the organization, develops services that help with clients’ pain, while ensuring that the strategic direction is aligned to the shareholders’ requirements. During his tenure, the company has expanded internationally, opening offices in the United States and the Philippines. Also known as Razor, David is a drummer extraordinaire and his favorite bands include Blue Rodeo, Lighthouse, Supertramp, The Eagles, Fleetwood Mac, and The Guess Who.

Find David Rae on: