Call center outsourcing has evolved through several iterations. While call centers have abandoned many outdated practices, like call scripting and single-channel communication, some misconceptions still persist about the industry.
Four Fascinating Things You Didn’t Know About Call Center Outsourcing
Are you afraid to hand your customer services to an outsourced call center? Before you take a decision, here are four fascinating things you didn’t know about call center outsourcing:
1. Outsourced call center services are personalized for your business
Customer support service providers do not operate on a one-size-fits-all model as most people believe. Each client has a specific, dedicated team to handle their call center services. Outsourced call center agents ensure that they have the right tools and processes in place to meet your company’s unique requirements.
Whether you need full-service support with inbound phone calls and emails or want to launch a one-off outbound telemarketing campaign, an outsourced call center creates contracts that are easily scalable for personalization. Some contact center support service providers even offer specialized services for various industries such as in the financial, healthcare, government, and retail.
2. An outsourced call center understands your brand
Many businesses don’t believe they could hire a customer support service provider that can truly understand their brands as deeply as their internal staff. To contrast that idea, all outsourced call center agents receive extensive coaching on how to communicate your brand in a customer service environment. They work closely with each client to develop a customized training curriculum based on brand messages and business processes.
Another common belief is that an outsourced call center can’t deliver the quality brand experience that your in-house team can. In fact, thorough training ensures that outsourced call center agents are successful at serving as a seamless extension of your brand. Your customers will never know they aren’t speaking to a company employee.
3. Outsourced call centers provide tailored and intentional customer interactions
Call center outsourcing companies know that offering an exceptional customer experience throughout the entire customer journey is a critical factor in businesses establishing brand loyalty. So it is important not to have agents robotically reading from scripted responses that leave customers feeling frustrated. Good outsourced call center agents focus on each customer’s unique situation by actively listening and asking questions. They can achieve higher first-call resolution rates, which in turn boost customer satisfaction. Furthermore, this tailored level of service makes the customer feel valued and appreciated and encourages them to buy more of your products or services.
4. Outsourced call centers actually save you more money
Outsourced call centers have a mythical reputation for being too expensive. However, it is actually a smart financial solution for cutting overhead costs. Contact center support outsourcing provides the office space, modern equipment, and trained employees that you need. They deliver customer service across a multichannel platform. Outsourced call centers operate on a cost-share model. This means you pay significantly less for the services that you need to run a full-fledged customer care program.
Companies also reap significant savings with a boost in employee productivity. In-house staff no longer faces interruptions like customer questions and complaints, so they are able to focus on performing well in their specific jobs.
Looking for a reliable customer service provider? Markable Solutions is your best choice! Our omnichannel support in 24+ languages, available 24/7 is everything you need to provide a delightful customer experience. Contact us today.