Outsourced Contact Centers: Increasing Return on Investment
Jessica Zuhlsdorf SpiceCSM
Email: Jessicaz@spicecsm.com
Phone: 315-261-7311
Offering your customers more is definitely a value add. Many outsourced call centers can actually offer more than just answering the phone and troubleshooting a customer’s issue. Why not give your clients a value-add by being a trusted consultative partner? How do you do this you ask?
One way of being a valued partner is providing in depth analytics. By showing that your agents are actually gathering data while troubleshooting the issue you are adding value. By taking the extra step and providing them a portal to log in and review reports, listen to calls and look at cases it should be a no brainer. So why do so many call centers hide this data? Is it hiding or lacking the tools to share it with you? A resolution, setup issue typing for your clients by using an in house help desk application to track why people are contacting you, by doing this you can save your clients money by pointing out where their issues are. By taking an even deeper look, you can see who is calling and what products or services are causing all of volume.
Outsourcing should be a way of saving your clients money and allowing them to focus on their products or services. Contact Centers should realistically be good at this and do it efficiently. Deploy good applications. Cloud Based Contact Center Solutions can allow you to provide the best price and product while maintaining the efficiency to stay in business. Increase your efficiency by delivering consistent support and tracking your agent’s daily tasks. Monitoring case and call activities can allow you to cut down the effects of those “rogue” agents.
Many contact centers are manually doing tasks that are costing money and wasting valuable time. Why not automate these processes, use one application for all. Let’s face it; in the outsourced world no two clients are alike. That is why keeping the data flowing and accurate can allow you to bend and conform to your clients, actually adding value to your relationship.