In today’s digital era, contact center plays important role in a business. The quality of contact center is becoming increasingly important to affect customer’s trust on a product or brand. Therefore, contact center outsourcing has been becoming a growing trend in the world of business for many years. Why is that so?
Before we get into the specifics of the advantages of contact center outsourcing, let us first know how critical the role of contact center to the overall success of a business.
According to research from Temkin Group, 65% of customers say that a positive customer service experience is more influential than great advertising.
Another research from American Express reveals that 69% of customers say they will spend more with a company that provides good customer service.
Based on those facts and statistics, we can conclude that having good customer service quality is a must for every company across industries.
The importance of providing good customer service quality makes contact center outsourcing become a growing trend in business literature. Then, do you want to know the advantages of contact center outsourcing? Here are what you need to know about the advantages of contact center outsourcing:
1. Competent employees
The first advantages of having contact center outsourcing partner is every outsourcing provider dedicate their efforts, time, and their resources toward improving employees or agent skills to implement customer service’s best practice and keeping up with industry standards.
A company can rely on contact center outsourcing services to have competent employees and specific expertise in customer service, allowing them to focus on what their business does best.
2. Cost and time savings
Another advantages of contact center outsourcing is helping companies to save their time and cost. When companies choose to outsource their contact center, it means that they have reduced their cost and time spending for certain processes like recruiting, onboarding and training new employees or agents, dealing with high rates of employee turnover, also eliminate cost for building contact center infrastructure such as office space and modern technology implementation to support customer service.
3. Besides providing better services to customers, contact center outsourcing also help companies to get new business opportunities
A contact center outsourcing provider will provide transparency into all customer interactions, and capture them with modern technology support to help a company realize more value from captured interactions that are useful for the future of their business strategy.
4. Contact center outsourcing handle the complex technology operation, so you do not have to
The last but not least, the advantages of contact center outsourcing is helping companies reduce complexity in operating modern technology.
The presence of modern technology for contact center operations is now more complex than before, making the management of contact center operations even more complicated if it is handled by parties who are not competent in customer service. A company can solve those challenges if they work together with a contact center outsourcing provider that is supported by a series of modern technologies that always keep up with customer needs and trends.
By reading this article, you have got information about the advantages of contact center outsourcing. Contact center outsourcing comes in all shapes and sizes, and different levels of service quality.
Before choosing contact center outsourcing provider, it will be much better if you prepare important points such as defining clear targets, understanding company’s culture, and picking the right partner. You can find out what you need to know about the things to keep in mind before outsourcing your contact center by clicking this link.
Are you now in the process of choosing the right partner for outsourcing your contact center? We provide recommendation for you, watch this “MitraComm Customer Success Story” video to find out the answer. Click this link.