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Topics: Customer Care

The decision’s made: Your firm is outsourcing contact center services. You’re heading into negotiations with potential providers. You know what you want and what you need from your services.

Now the question is, what services should you prioritize? There are many services a potential provider could offer you, and you’ve already picked your key options. But you’re keenly aware you’ll need to put some services above others in the service-level agreement. How do you choose which services get top billing?

Know Your Customers

The first step to figuring out what to prioritize is to know your customers. Since you’ve already determined what services you need and want, you probably have a good idea of who your customer base is.

Keep in mind, however, that different subsets of your customer base will want different things. Millennials prefer to communicate through text and live webchat. People in other demographics might have different communication preferences; they’re more likely to pick up the phone. Knowing who you’re serving will give you a better idea of what to offer.

Know Your Goals

The second step in prioritizing your list of contact center services is to know your firm’s goals. What do you want to do with customer service, and what are your aims for the contact center? If you know you already have a great resolution rate for customer complaints, you might choose to put the focus somewhere else, say, on improving customer satisfaction.

Your firm’s goals also play into this: Are you hoping to reach out to new or potential customers, or do you want to get more information about your customers through a survey? Different firms have different goals, so they’ll have different priorities for their contact centers.

Download our whitepaper to learn which call center metrics to prioritize

Prioritizing Inbound Services

Now you’ve reviewed what you want and what you need, who your customers are, and what goals you hope to reach. Now you can decide what to prioritize.

Inbound services are often the bread and butter of a contact center, so you may choose to prioritize them. This is especially the case if you need to provide additional support for your existing customers, or if your goal is improving resolution rates.

Which inbound services should you prioritize? It depends on your customer base. If you know you’re primarily serving a tech-savvy group, you might emphasize the development of a self-serve FAQ section on your website. If your target market is Millennials, you might emphasize webchat over phone services. Offering services to travelers or businesspeople on the go? Think about prioritizing 24/7 care through a multi-center strategy.

Prioritizing Outbound Services

Maybe you’re interested in growing your customer base, so you want to reach out to new customers. Or maybe you want to get feedback from your existing customers, so you can get a better gauge on your customer service performance. Either way, you’ll want to prioritize outbound services.

Outbound services focus on getting in touch with people who might not otherwise contact your firm. They can be delivered virtually any way an inbound service can be. For example, when someone visits your website, you might have a chat window pop up, allowing the visitor to interact with a rep who can quickly and easily answer questions. It’s a great way to engage curious potential customers!

You Can Still Have It All

Remember, when it comes to contact center services, setting priorities doesn’t mean offering one service and not another. When things get busy, your reps will place a particular service over another. You can still offer both webchat and phone services, so don’t fret!

Setting priorities merely means everything will run smoother, allowing your contact center to provide even better service for your customers.

10 Reasons Why Attrition is a Bad Call Center Metric

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.

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