Top 4 Reasons to Outsource Your Contact Center Customer Service Needs


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Contact Center services are typically an essential part of any thriving business. Customers who are upset, happy, frustrated, or even curious still prefer to hear another person’s voice on the phone to listen to them and assist them in resolving their concern or need.

A customer’s experience with your business, or contact center team is paramount. The type of experience customers have with a Contact Center can either make or break their entire day. Contact Centers remain one of the most human aspects of customer service, and dealing with customers requires a fine balance of what we at LEC call the Two – E’s, Empathy and Effectiveness.

Numerous companies choose to outsource their Contact Centers needs for several reasons including specialized training, sustainable costs, and dealing with growth.

Here our four top reasons to consider outsourcing your Contact Center needs in Customer Service:

Today’s Customers Demand Unparalleled Customer Service

If you or your team are not trained in the fine art of customer service, it may be far more advantageous to leave it to the expert professionals within an outsourced contact center. Dealing with a large volume of customers needs to be a fine balance of delicacy and efficiency if you want to retain and grow your customer base.

People call customer service lines for many reasons, such as complaints, questions, or even just to pontificate about the future. The manner in which your business satisfies these needs will mean the difference between retention and churn. As difficult as it is to win customers in today’s market there is no reason to lose them.

Organizations that are outsourced Contact Center services, like Leading Edge Connections, have more experience dealing with every type of customer than the business itself. They can save you and the customers a lot of time and aggravation if you are inexperienced in Contact Center operations and execution.

Outsourcing Actually Saves You Money

Outsourcing your online and telecommunications customer service needs doesn’t just save you money on operating costs; it saves you money across the board. Setting up your own Contact Center is very expensive and requires a series of investments in infrastructure, facilities, as well as quality staffing and leadership.

Because outsourced Contact Centers are already set up with the latest technology, your business can transfer its Contact Center there without red tape and expedite success. Contact Centers have numerous methods of structuring support that allows for costs savings. Leveraging leading edge AI, IVR and CRM technologies is just one way they do this. In addition to that centers can lean on staffing models solutions like shared queues to reduce costs for the business that hire them.

You also save money because of the expertise factor. Agents are trained to move quick and time to competencies allow for teams to work faster and more efficiently than a new startup can. It’s also a great way to avoid the teething problems associated with new ventures which saves you money and helps you retain your customers.

Growth Patterns Are Handled With Ease

If your business is expanding or just about to launch a new marketing initiative, then you need to be able to handle an increased volume of calls, chats, emails or tickets that may be coming in. If your Contact Center operations are small scaling becomes the thorn in your side and may even prevent the overall success of the launch, brand or offering. Outsourced Contact Centers can handle scaling, and make adjustments to maximize call volumes based on data driven results.

Also, it is important to remember that call volumes rise and fall all the time. Contact Centers know how to effectively manage their time, and their agents work in a way where nobody sits idle for very long. The last thing businesses need today is the cost of paying employees to wait on work.

Overcome the labor hurtle

While record-breaking unemployment is happening across for the US, it has resulted in a volatile skilled workforce which is negatively affecting many companies.

In fact, according to global organizational consulting firm Korn Ferry’s 2018 study, the United States faces a critical shortage of skilled workers that could cost the country $1.748 trillion in lost revenue by 2030 – the equivalent of 6 percent of the country’s economy. This is still the case among the COVID19 pandemic and post pandemic.

Finding the right people to do the right job at the right rate has become more challenging than ever. In addition to this attrition costs continue to skyrocket. Many companies just don’t have the time, tools, techniques, and technologies to the talent needed to succeed. Add in the new need for remote workers and many companies are utterly crippled from growth. Outsourced Contact Centers live in this world. They are experts, or should be, at locating scalable talent and managing that talent in a way to minimize attrition and drive tenured expertise in customer service.

At the end of the day the telephone is still the preferred way that many customers reach businesses, and it is important for your customers’ voices to be heard, their needs met and their issued resolved in a way that exemplifies your company’s mission and overall DNA. Running a Contact Center can be a tricky business, but outsourcing your Contact Center to an established and experienced organization can save you time and money.

Eric Sims
Eric is a Contact Center Outsourcing expert who specializes in helping businesses help their customers. He is the Cofounder & CEO of Leading Edge Connections, LLC, America's #1 fully remote outsourced contact center. He is also the host of Preventing Brand$laughter. A weekly podcast that helps business gain the insights and information to protect their brand from self-inflicted sabotage.


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