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Topics: Call Centers

Customer service is a big deal these days, to consumers and businesses alike. Customers want to be wowed by the service they receive when they work with you, and companies compete to deliver the best possible customer experience. 

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Many customer service functions are delivered through the call center. Today’s call center services are important for many in the business world. Because of this, many companies send these services out of house to a service provider. 

Here are four reasons why.

1. 24/7 Care

The global economy demands constant attention to customer service. Someone in North America may have an issue with a product at 10 o’clock at night, long after most offices have closed for the day. In the past, this person would have had to wait until morning to report their problem and get help. 

Today’s consumer is busy and doesn’t want to wait. And you don’t want to keep them waiting! Instead, you need to be able to deliver customer care around the clock. 

It’s a good reason to outsource call center services. Many providers take advantage of technology, allowing them to employ a “follow the sun” strategy using multiple centers. It might be nighttime for North Americans when your customer has an issue, but it’s the middle of the day for your call center service representatives on the other side of the world. They’re awake and ready to help your North American customer.

2. Better Technology

Today’s call centers have evolved into high-tech operations. They are more correctly called “contact centers” because of the many different ways your customers can get in touch with you. 

Of course, if you want to offer different ways to get in touch, you have to have the technology to back it up. You can’t offer real-time webchat if your website doesn’t have the functionality to support the feature. Similarly, text messages might go unanswered without a smartphone. 

Other technologies are transforming the call center as well, lengthening the list of call center services and improving customer experiences. Many business owners hesitate to invest in these technologies, however. They’re often very expensive. 

Instead, turn to a call center service provider. Since it’s their business to help their clients deliver the best possible customer service, they invest in the newest technologies. They subsidize the cost of this investment as a portion of the service fees they collect from you and other clients.

3. Better Reps

No matter how much technology is involved, customer service and call center services in particular are all about people. Your customers want to be treated like people, and they almost invariably want to interact with a real person when they have a problem, question, or complaint.

Unfortunately, it can be difficult and costly to hire, train, and maintain an elite team of customer service representatives to staff your call center. Many companies choose to outsource for this reason.

The partner provider offers a team of highly trained and expert customer experience managers to deliver your call center services. These people will help you deliver excellent customer service!

4. Flexibility

Speaking of the people manning your call center services, what about staffing levels? You might be so busy sometimes you’re almost overwhelmed. There may be other times when your reps have hardly anything to do.

When growth hits, you may find it difficult to keep up with the pace, especially in the call center. An outsourcer offers you unprecedented flexibility in terms of your staffing levels and the services you provide. In short, they can grow with you.

There are plenty of reasons to consider outsourcing call center services. These are just a few of them, but there are many more.


Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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