Reducing cost is probably the obvious reason why businesses outsource their customer contact centre but there are many more incredibly valuable benefits of partnering with a specialist outsourced contact centre provider.
So, what are they?
Trained Staff Always Ready and Available
Outsourcing provides trained professionals right at your fingertips. It takes away the hassle of finding the right candidate for the job and the stress of searching through endless CV’s for the right fit. The onboarding process, potential turnover of staff and your time is saved and in the hands of the professionals. Not only this but an outsourced call centre will have quality assurance measures built in to actively identify training improvements and coaching opportunities so they have the ability to handle all call types to the highest standards.
Customer Service Experts
Outsourcers are experts at delivering exceptional customer service. No one likes to have their time wasted. Especially not when your customers are looking for immediate answers to something important. Poor customer service such as long hold times, multiple touchpoints or lack of channels can all have a detrimental effect on your business.
According to word-of-mouth marketing statistics, 96% of unhappy customers don’t complain to the company about a bad experience; however, they share their bad experience with about 9-15 people. About 13% of unhappy customers share their bad experiences with 20 people.
Outsourcers have the built-in experience of handling millions of interactions and have perfected providing exceptional customer service. Satisfied customers are repeat customers which in turn provides revenue growth. Top call centres become an extension of your brand and become not just an outsourcer but a partner you can trust to treat your customers as though they were their own.
Technology
The evolution of technology has given customers more ways to reach a business than ever before. A huge advantage of outsourcing your call centre is the built-in tech that comes with it. They can provide innovative bespoke technology that your in-house operation might not even have thought about. Customisable CRM platforms, Chatbots, Voicebots, Automation capabilities and the list goes on…when you outsource to a call centre you provide yourself with the opportunity to provide a service backed by the best technology available in the industry.
Real-time Reporting
Today’s typical call center can provide real-time reporting. Software technology that is capable of reporting on any data captured within their CRM. Blending expert analysts with powerful, customsied analytics-based scoring and reporting tools empowers clients, managers and advisors with results, insights and advice that drive self-improving operations.
Real-time reporting dashboards with graphical chart views and exportable data means clients always know how their teams are performing, how they are feeling, and more importantly, how well they are achieving against performance metrics and KPI’s. This provides the ability to measure, manage and improve the areas that matter most.
24/7/365 Service
Contact centres operate 24/7, 365. Customers don’t only have questions or queries 9-5, Monday-Friday. Instead of limiting your customers to time frames you can be available to provide a service at a time that in convenient for them. Maybe you find that you miss customer contacts due to your operating hours? In today’s world, people expect you to be available at a time that is convenient for them, if you’re not the chances of them looking elsewhere is extremely high.
I’ve spoken about the advantages of outsourcing; we are a bit biased as that’s what we do so of course we are going to tell you it’s the best way to achieve exceptional customer experiences. However, there are disadvantages to outsourcing also.
Loss of Managerial Control
Whether you sign a contract to have another company perform the function of an entire department or single task, you are turning the management and control of that function over to another company. Can you trust them to be driven by the same values and standards that you are aiming for?
Impact on your current employee’s
How will your current employees react and/or potentially retaliate to outsourcing key functions/departments in your business. To these employees, the act of outsourcing could signal that their job is at risk and will eventually be eradicated by being given away to an outsourcing company. This would be a major change and the communication from management team would have to be carefully considered.
Security Risks
In this age of data protection, it’s critical that you exercise caution whenever using customer data. If you plan to outsource processes that require personal data, you could be placing the privacy of others or security of your business at risk by giving that data to someone else.
Here at Woven we are not just an outsourcer; we offer a new way of working. Our people are powered by our technology to meet the needs of your business. We work with you to become an extension of your business. If you want to find out more, get in touch with us on 0333 103 7337 or email hello@wearewoven.com