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.
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.
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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.
One of your biggest challenges in adding successful call center services to your operations is setting up the facility. There’s a lot of upfront time and capital investment in the set-up of the physical space for your facility. Even if you already have a contact center, it could be failing because you didn’t know how to set up a successful contact center in the first place. At GCS, some of the common problems we see are choosing the wrong location, building a facility that is too small, and picking the wrong combination of technology to balance the needs of your customers and your organization.
Call center workforce management is a helpful tool for scheduling and supervision. Thanks to the nature of the business and technology in general, call center managers have an unprecedented amount of information about their agents’ activities and the call volume they receive. This information can give them an opportunity to truly excel, but only if they are paying attention to the data.
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.