Everyone says dumb things from time to time. They fail to listen to important details or respond to certain questions. They accidentally miss a particularly telling tone of voice. It happens to everyone. These little slip-ups may only make you cringe when you catch yourself committing a faux-pas like that with a friendly neighbor or the coffee barista. However, the consequences are a much bigger deal in the business world, especially in customer care situations.
Thinking about outsourcing your contact center? Here’s everything you need to consider before you start the process. At GCS, we help companies like yours set up call center outsourcing every day. Sometimes, these businesses are growing too fast for them to scale their customer service needs to meet the demand. Other times, they have had a contact center provider in place, but they worried that they were not getting their money’s worth or they were unhappy with the level of customer care. Sometimes they are looking to control or reduce cost with better management and technology. Whatever the case may be, your first priority in contact center outsourcing is to find a vendor that can meet your parameters. Let’s look at these considerations in turn.
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When you think of what makes a great customer service agent, what are the first traits that come to mind? It probably isn’t efficiency – that’s just a function of the work. Evaluating your call center representatives on whether they can answer the phone would be like rating doctors on whether they can treat you. Of course, they can. That’s their job. Like doctors, the way contact center people differ is in the WAY they do their jobs. The good ones have soft skills.
Successful call center management involves more than overseeing the productivity of customer advocates and making sure that customers have their issues resolved – and that fact may be one of the best reasons for you to outsource your contact center activities to a vendor. The right company will partner with you to help you achieve your customer-centric goals, by putting the right attitudes on the phone. The right partner could abolish all of your human resources worries and facility issues while giving you the flexibility to meet changes in customer volume or demand. Let’s look at some common call center management models and explore some of the ways that contact center vendors fulfill those needs and help you ensure successful call center management.
Once you make a decision to outsource or contract out your call center activities, you have a choice to make. You will need to decide what type of agent you want working on behalf of your company. You can achieve your required service levels with any configuration. However, the type of call center outsourcing services you choose will shape the pricing of the service. It influences how calls are handled, the cost of extended customer support hours, and the level of service your agents can provide. There are three basic types of call center representatives. Some agents are dedicated to your project exclusively while others are blended or shared. In this article, we are going to review each one in turn and discuss how opting for one support model over another will impact your business.
Improving contingent workforce performance in your call center can be a challenge. These workers are not like your regular staff. They were hired on a temporary basis, usually by an outside staffing company or outsourcer, to complete a specific project. Contingent workers are often paid differently and receive less training than your full time workforce. They may even have different performance standards. All of these factors can make managing this personnel a contingent workforce difficult, but it doesn’t have to be. While comparing a contingent workers to regular staff is often like apples to oranges – there are things you can do to manage both groups efficiently. The following workforce management techniques will help you improve contingent workforce performance.