What do you think of when you hear the word “outsourcing”? Many of our clients tell us that while they knew that other companies outsourced some of their services to outside vendors, to them, the practice always seemed impersonal – until they got to know GCS.
Building a successful business takes more than a good business idea. You need to have the right people to support your vision, execute your plans, and work with your customers. The problem arises when you know you need to fill specific roles, but you do not know enough about the job function to make a good hire. That disconnect can cost you, big.
A weekly soft skill tip for improving personal communication for you and your team. Emailed to you each week.
The decision to outsource your contact center is not one that you as a company should ever take lightly. It is a major decision – after all, you are trusting a part of your business and its operations to another company. Your contact center is often the first line of communications your business has with first-time buyers and customers who have had an issue with your products or services. Choose the wrong call center outsourcing company and it could miss the opportunity to grow your relationship and reputation with your customers.
Once you have decided to outsource your company’s contact center activities to someone else, the research begins. You will find that there are many vendors out there, but that doesn’t mean that all, or even most of them, will be a good match for your organization. Aside from more subjective strengths and weaknesses, outsourcing call centers can differ on very objective measures like their choice of business models – and that can have a lasting impact on your company’s success.
Staffing a call center is not a one-size-fits-all solution. While outsourcing all or part of the staffing of your company’s contact center can be a turnkey operation, you need to decide the staffing model best suited for your needs.
Emotion Plays a Key Role in the Customer Experience You know that moment in the movie where the unexpected emotional moment occurs and tears of joy flow in the audience. The scene tugs at your heart string. Why, because everything came together in the production. Acting, directing, writing…. Everything reaches that climactic point through lots of coordination and coaching. No, the director didn’t just tell the actors, “go out there and make ‘em cry. Same with customer satisfaction.