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Topics: Call Centers

There’s a reason why call centers are still a crucial part of the Canadian economy. Customers value the convenience and constant accessibility that these services offer. Companies know that they need to invest in the right technology if they want to maintain consumer satisfaction. That’s why many organizations that have dismissed Canadian call center suppliers have eventually returned to those very same suppliers to ensure high service standards. 

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

Still, business owners and managers need to evaluate whether call center outsourcing will suit their specific needs. Domestic companies offer excellent customer service solutions, but you may not receive the best value for your purchase if these methods don’t suit your culture or your values. Call centers are not a one-size-fits-all solution, and they won’t work unless you have a well-considered customer support strategy in place. 

With this in mind, the following questions will help you determine whether call center outsourcing can benefit your company. Read on to learn more about these convenient consumer care methods.

How Much Are You Willing to Spend on Your Customer Service Efforts?

Only the most privileged companies can say that cost is no concern. For everyone else, their choices often depend on the amount of money left in their budgets. If the purse strings are tight, they probably won’t be able to afford to hire a dedicated customer service staff. Storing customer data and making calls requires a significant amount of infrastructure, and this can be prohibitively costly for small business owners. 

Thankfully, the right call center can provide exceptional service for less money. They already have their hardware installed, so you don’t have to buy any additional infrastructure. Instead, you’ll be able to serve your customers 24/7, offering them a flexibility that will suit their every need.

Do You Want to Serve Customers on Many Different Platforms?

Telephones are no longer the most innovative tool at a consumer’s disposal. People use everything from email to social media to engage with businesses and brands nowadays. If you want to make your customer service efforts as welcoming as possible, you need to maintain a presence on the platforms that your customers use. 

No matter what service they use, call center outsourcing ensures that qualified operators will answer your buyers’ communications. Modern facilities handle all manner of messages and calls, while universal queuing ensures that users receive timely and considerate care. Few other options offer comparable convenience.

Is Personalization a Top Priority?

Customer service involves more than answering a telephone. Representatives need to show due concern and empathy for consumers. It’s frustrating for these buyers to have to seek help, and agents need to recognize that when they speak to callers. 

An in-house customer service team can offer more personalized service than a call center. Representatives who actually work at a company have a stake in protecting that organization’s clients, after all. But call center outsourcing can offer viable alternatives. Customer relationship management (CRM) software gives agents more information about their customers, which helps them provide faster and more engaging service. Representatives can become an extension of the client’s team, which includes appropriating client culture whenever and however possible. Ultimately, given enough time, a good call center can inherent the client’s culture.

Does Your Company Have Global Reach?

Business is no longer confined to a given city or country. Now, a company in Toronto can work with clients in Hong Kong, Cairo, and London all within the same day. While this represents a tremendous opportunity for many organizations, it also creates hurdles for customer service teams. Representatives need to be able to speak a buyer’s language or else undue confusion could occur.

Call centers often hire workers who can speak a variety of languages for this very purpose. If you intend to do business on the global stage, you can’t afford to compromise on your client care efforts. The right call center can help you pick up the slack.

How Call Center Technology Is Evolving

Mike Nolet

Mike Nolet

Mike is the senior vice president of Bill Gosling Outsourcing’s North American operations. He has been leading the operations teams since 2011, bringing over 20 years of previous experience to the team. Mike is a core contributor towards the company’s corporate strategic planning. Since joining Bill Gosling Outsourcing, he has been a driving force behind growth, process improvement, and implementing positive change within the organization. Mike is also a wine aficionado.

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