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The Complete Call Center Outsourcing Guide:

Your plan for better outsource success

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Introduction

Have you noticed? Customer service is not a key competency for most organizations. And that’s a real problem. When you fail to deliver good customer service, your actual revenue-generating work suffers. There is also a learning curve as you attempt to master effective customer service. Your company will continue to lose money as it learns through trial and error how to serve its customers best.

Luckily, there is an alternative – hire someone to handle the business activities that you can’t or don’t want to do.

It’s called outsourcing.

Specifically, you hire a company that specializes in a given area or task to handle all your dealings in that regard. It’s no different than hiring a lawn care company to mow your lawn or having your hair styled by a professional, instead of doing it yourself. (Perish the thought!) Only the task is done for your company.

It could be customer service, sales, or tech support. Many companies also outsource accounting, payroll, staffing, and more. While you might worry about leaving a part of your business in the hands of another company, remember that outsourcing companies exist to handle things for you and other companies like yours. They provide real value. Fears about information security and meeting customer service standards are understandable, but often unfounded. In fact, while it might feel uncomfortable to hire another company to handle your non-key competencies, it is a key part of running a successful business, staying ahead of the competition, or growing your company even faster.

Outsourcing your customer service

When your customers have dozens of ways to reach out to you, staying on top of your customer service can be a real challenge. That’s why competing in the modern world of business is as much about having good processes and partners as it is about having a marketable product or service. You need to be able to effectively connect with your customers, on whatever channels they prefer, to answer questions and efficiently solve issues that arise. However, not every company has the expertise or depth to manage that level of communications across so many channels. In fact, may don’t want to keep up with the pace of changing consumer habits. , So they outsource their customer service operations to a specialist, like a contact center.

Customer service is one of the biggest outsourcing opportunities out there. The right company will be able to answer questions about your products or services, increase sales through cross-selling and up-selling, help resolve customer complaints and provide feedback you can use to improve your product or service. Plus, you often:

  • save money with outsourcing

  • easily scale your level of service

  • expand into new territories

  • break down language barriers, and more.

Let’s start by defining exactly what call center outsourcing means.

What is Call Center Outsourcing?

“Call center outsourcing is a commitment by a company that will take what they perceive NOT to be their core value or something that they are very uncomfortable with doing (in this case, call center management), and hand it off to somebody who does it for a living.”

For example, a college might outsource its cafeteria and bookstore because that’s not core to growing minds. It is something that other companies do for a living. Likewise, a clothing retailer might outsource the portion of its back office that handles returns, signups for incentives or credit cards, because that’s not their core competency.

Is call center outsourcing the same as business process outsourcing?

Call center outsourcing is a subset of business process outsourcing.

Think of business process outsourcing or BPO as the outsourcing umbrella. BPO includes back-office activities such as processing actual warehouse activity, like supply chain management, billing and processing, and data entry. Each is a subset of BPO. The call center is another one. Call centers include customer service, tech support, help desk, claims, reservations, and other activities. Typically any somewhat repetitive and predictable task done by a team of individuals at a desk or workstation can be handled by an outsourcer

Both call center and back-office processing are under the BPO umbrella. In some ways, the call center is thought of as separate to other processes, but it often supports them.

Help desk outsourcing vs. customer service outsourcing

Helpdesk is more of a technical term. Think of the the person or team your company turns to for help with everyday Microsoft office tasks. It tends to be the support team of a product or service.  They provide simple answers and solutions for the user, like the information desk in a building. This is often referred to as Level/Tier 1 or 2 support and is often ideal for a contact center. If the need requires a higher level of expertise, then the call center will triage the need and refer the customer to a higher level of support, known as Level or Tier 3. It is often provided by the client's experts or a specialized team in the call center. The triaging saves expensive client resources from being dragged into low-value call support.

Customer service tends to be broader in nature. It is managing whatever request a customer might have so it is more multi-functional. It may be basic information, but it also might be a billing question or a product/service clarification. They are often the inside advocate for you customer by dissecting their need and getting them the right resources.

Call centers are a subset of customer service. This type of customer service includes all types of customer contact, meaning both inbound and outbound contact by voice, snail mail, email, chat, text and video. When it is done in more than one channel, it is referred to as multi-channel. Because of this variety of communication methods used in today’s market, call centers that support multiple channels are more appropriately called contact centers.

Often an outsourcer will assign agents to a specific channel. For instance, chat agents, voice agents or email agents. When the center technology allows those agents to see all the communication interactions of a single customer, regardless of the channel, it is referred to as an Omnichannel environment.  

In this guide, we will explain the ins and outs of call center outsourcing, so you can make a decision about how best to handle the customer service at your company.

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What are the benefits of outsourcing your call center?

While you could hire an expert to help you set up a contact center in one of your own facilities, there are some important benefits to outsourcing your call center completely. When you hire another company to handle your customer service, you can avoid the more rigid, internal department environment and help your business succeed in several very important areas:

Meet the Service Level Agreement

When you outsource your contact center needs, you hand off the critical responsibility of meeting your desired level of service for the customer experience. There are many measurements used in the delivery of contact center services. These are often  referred to as Key Performance Indicators (KPIs). Some are measured real-time, others over extended periods of time. KPIs are used by the contractor to manage their performance and to demonstrate their results to the client.

Here are some examples of typical call center metrics:

Average speed of answer (ASA): In some cases, like 911, it is within seconds of receiving the call. In other situations, you may allow the average time to answer to be several minutes. It is dependent on the type of transaction, call volume fluctuations (spikes) and budget.

Average Handle Time (AHT): The duration of the transaction. The word average is very important. Some calls might last 25 seconds, and others over 25 minutes. For most centers, there is a target average that can be used to properly staff and manage your program.

First Call Resolution (FCR): Fully resolving customer issues the first time they make contact is an important part of customer satisfaction. It saves aggravation, time and money for both the customer and the client.

Next Call Avoidance (NCA): Next call avoidance is a newer term that has gained importance over the past several years. Key to it is the proper training of the agent. They need to be able to anticipate and guide the customer through all the “gotchas” to prevent the customer from having to re-contact the company. You want to be able to see a trend in reducing calls of specific types or repeat calls from the same [phone number or customer.

Talk time per log hour (TT): This metric is a measure of efficiency. It indicates how much of your customer agents’ time each hour is actually spent directly serving a customer. Too high and the agent burns out or customers have to wait for help. Too low and the client ends up paying for excess staff.

There are many other KPIs. When you contract with an outsource provider, you often select those KPIs that are most critical to your program. These are referred to as the Service Level Agreements, or SLAs. They form a helpful means of measuring the performance of the contractor. Often there are penalties when the contractor fails to meet them. Selecting the right balance has a lot to do with the effectiveness and cost of the center.

The key is to assemble the best ones as your SLAs for the program you want to outsource and set realistic goals. Too many or too high a goal may drive up your cost by forcing the outsourcer to manage areas that are not that critical. Too few or too loose, and you run the risk of not having acceptable service levels met and disappointing the customer.

When outsourcing a project, work with the contractor to create a dashboard that includes the specific SLAs you have selected and hold your contractor to it. Then let the contractor do the work. It beats running an internal center and having to meet them yourself.

Exceeding customer satisfaction and expectations

That’s where we get into “it’s not what you say, it is how you say it”. These are the soft skills of effective communication. Customer satisfaction can be measured by tracking the number of complaints and compliments and through surveys and reviews. You want to deliver service that is, not only accurate and through, but also makes the customer feel good or satisfied. There are many ways to rank customer satisfaction, including survey results, and C-SAT and Net Promoter scores. Work with the contractor if you do not have an effective way to currently track what your customers are thinking. They often have experience with what does and does not work.

Meeting budgetary requirements

When you outsource your call center, you can create a budget and hold the outsourcing provider to it. But be flexible to suggestions from them on ways to cut costs while maintaining the expected service. A true partner outsourcer will often be able to suggest ways to deliver your results at a lower cost. 

Access to best practices

The fourth thing you don’t get when you are in your own paradigm box is an opportunity to look at best practices. Select an outsource partner with years of experience. They will have been in the business long enough to experience other programs from various industries. This is a real plus. Select on devoted to continuous improvement. That way your program will increasingly become more efficient and effective the longer you are with them. Require a quarterly meeting and goal setting to drive improvements.

Focus on what you do best instead

When you outsource your contact center, you free up your internal resources to focus on what you do best, your core work that adds the most value to your organization. Outsourcing helps you to focus on your product or service offerings more keenly. Every organization, from government to corporations can benefit from outsourcing activities that are not their key competency.

Provide customer support 24/7 instead of on limited hours

Your customers may want a round the clock connection with your company that extends beyond a website. Unfortunately, 24/7 live agent operations can be expensive even for large organizations. Some try to force employees, who may not have best-practice customer service skills, to multitask and handle everything in-house – but it rarely works.

Call center outsourcing solves this issue. With a shared environment contact center contractor, you will be around to provide support to your customers around the clock, in the channels that they prefer, and not waste resources doing it.

Cost Savings

Call center outsourcing also produces significant, real cost savings. Often a contractor is less expensive. Especially once you eliminate the cost of office space, technology, support and capital. You reduce HR and management spend. Instead, use an outsource center. Often you can spend the same dollars and increase service or keep service levels the same and pocket the difference.

You also save by focusing your employees on your core business. Hire resources to grow your business and grow your profits. Reclaim your key employees’ time and put your resources to better use with an outsourced contact center or back office operation.

Improved customer support

The world in which we live is connected digitally. Businesses of all sizes simply cannot afford to neglect those methods of communicating with customers. The customers you serve expect to receive prompt, if not immediate, responses. Even for a public service organization, the customer service level expectations have risen. When a company fails to deliver, many of those customers will not come back. Or worse, they plaster their horror story all over social media. It’s a real problem, and call center outsourcing helps minimize the “noise”.

Scalability and growth

Call center outsourcing can also help you grow and scale your company. As you expand your operations, it will scale with you. You can quickly grow into new markets, launch new products, fire up promotions and support new languages. The right contractor can turn the agent support up or down to meet your needs.

Access to specialized skill outsourcing

Some outsourced providers offer specialized skills as well. They can provide a pool of nurses, licensed insurance agents, and a team of tech support. They can even be a feet-on-the-street crew as travel ambassadors for transit or sampling. They can provide walk-up customer service staff for multiple offices or temporary staffing for enrollments and other promotions.

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Is call center outsourcing right for me, OR is it time to switch contractors?

The answer is usually very apparent. If you take an honest assessment and determine that what you are doing now is not working. It is clearly time to move on.

If you have outsourced and it is failing or you tried to handle everything internally and it is not working, there are some usual culprits. Don’t tolerate your contact center or contractor hurting you due to some of the following effects of poor management:

  • Costing more than you thought
  • Creating multiple management headaches
  • Falling short of service levels
  • Unable to accurately forecast call volume
  • Missing on schedule compliance
  • Blowing through employees and losing experienced agents
  • Mind-boggling inaccuracy issues
  • Social media blow-ups

We often hear the horror stories.

  • The CFO is ranting about rising costs
  • the Customer Service Manager is drowning in complaints
  • operations are clogged with returns
  • HR needs a higher budget because of turnover.
  • Oh, and they need another attorney to manage the latest lawsuits.

It is a tricky staffing environment. If you don’t know what you are doing, you can get in deep trouble, real fast.

The beauty of outsourcing is that it can be done, almost in the flip of a switch.

OK, not that fast, but it can still be pretty fast. In some cases, you can remove all your contact center headaches in a matter of days. Programs going into existing centers can be done in a few weeks. Starting a new center in an existing space in 45 to 90 days.

In general, there are three things that will help you decide on outsourcing:

1. Are you spending too much on your contact center?

You can save money with call center outsourcing when somebody can do it more efficiently or less expensively than you can do it internally. But don’t forget the money you may be able to make by focusing on your core business.

3. Can you be flexible?

In the contact center world, there is often too much activity or not enough for the staffing that you have, so it is uncomfortable. You might have a seasonal spike in activity, you might have greater call volume on a day-by-day basis, or both – call it the two-hump camel. To be successful and save money, you need enough agility to manage those inconsistencies. When you outsource, there is the expectation of being able to competently provide  that flexibility.

2. Do you have human resource challenges?

A call center contractor is a big help when HR responsibilities, staffing challenges or labor relations are not part of that company’s core competencies. When you outsource, you simultaneously reduce your HR risk and increase your compliance.

Workforce management

In most contact centers, there are two times a day that you get the highest activity. If you are a retailer, it is usually around lunchtime and then at the end of the day. In transportation, it’s either at the very beginning of the day or the very end of the day. There are also certain days of the week that are busier than others. Call center outsourcing allows you to hand off those staffing challenges to somebody else. An expert at flexible scheduling and using the tools of Workforce Management.

The workforce management part of it is being able to schedule to meet demand and having the flexibility to do it with the least amount of resources. A contractor often has more flexibility in how they use their staff. They are not constrained by the client organization's work rules, organizational chart or labor contracts.

Workforce management is a core skill of the outsourcer and often a strategic advantage. They can utilize many tactics, including the use of multi- and split-shifts. Combining full- and part-time agents. They can blend staff across multiple programs, roles or even clients. Cross-training is another big opportunity to add flexibility to a staff. The contractor can handle the spikes of activity as well as reduce the cost of having customer service available when there is not nearly as much call volume.

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What is the process to outsource your call center?

Each program is different. We will be happy to discuss your situation and provide a realistic timeframe. In general, the transition time typically revolves around a few key issues:

The Program

  • Is it a new or existing program?
  • How long and complex is the training?


The Workforce

  • Is trained staff already available?
  • Will all or a large number of agents need to be hired and trained?

The Location

  • Will it be done in an existing, internal client center?
  • Can it be done at an existing contractor location or with work from home agents?
  • Does it require a build out or brand new facility?

With GCS, an expert in contact center processes, it typically takes 30-120 days to transition to a fully outsourced call center. Existing programs, in existing centers, with trained agents and little training, can be done in a few weeks. Starting a new center in an existing space in 45 to 90 days. A completely new building is typically 9 to 18 months. We are happy to discuss your options to help you decide how you want to proceed.

Understanding the process

In that 90-120 day transition period, a call center outsourcer like GCS will become subject matter experts in your business and adapt their proven best practices to work for you.

Alcorn_2

“We are contact center process experts. We do that better than anybody else,” says Greg Alcorn, CEO and President of GCS.

“What we are capable of doing in that 30-120 days startup is become subject matter experts of the client. For example, there was a time when we rarely took a call from a person with a disability. When a client hired us to manage a customer service program that included people with disabilities, we made it our mission to become subject matter experts in that type of adapted communication. Now we make contact with 35,000 people a day who have disabilities.”

After becoming a subject matter expert in the business, GCS uses a People-Process-Technology approach to build the type of back office operation that is a good fit for your business needs. The first step is to figure out what type of call center you would like to outsource.

What kind of call center are you outsourcing?

In general, there are three different contact center outsourcing solutions:

1. On-Premise:

In on-premise outsourcing, GCS is the contract provider, but they do it in your space. They don’t own the furniture or the systems. It is more of a staffing and management model. An outsourced center - in your center.

3. Dedicated, off-site center:

GCS also offers a shared environment. In this solution, GCS leverages existing contact centers to meet your customer service needs. Your agents are grouped in teams and share the same center with teams on different programs. Your agents may be dedicated, but are typically blended on other programs. Blended agents can easily flex to meet seasonality or other spikes in demand.

2. Shared Environment:

GCS offers dedicated off-site outsourcing services as well. This option is usually required for operations that have intense compliance and security requirements, like healthcare, banking or insurance.

Hire the right people

The next step is making sure you have the right people on the right program. Once we understand the requirements of your program, we define the agent profile of skills and personality we need to find as your agent, or as GCS calls them, Customer Advocates. We develop an interview assessment and process to screen for the position skills. We source these agents both from our existing pool and through external recruiting methods.

Establish the training process

After we know the kind of talent needed and how they should be organized, it is time to establish the training process. Some customer service agent training lasts just a few days, while others can stretch to 8 weeks or more. It just depends on the complexity of the product and any specific requirements that you might have.

Set a start date

Next, we agree on a start date. Having started 1,000’s of programs, we have established processes for each type of transition or start. Those steps determine the length of the implementation. We work backward from the go-live date and manage the onboarding of your program to ensure we begin on time. Our goal is never to be the bottleneck. It’s like Saturday Night Live. Creator Lorne Michaels says there is only one for sure – 11:30 pm is when everything starts. We work backward from that start date.

Apply a best practices system

To deliver a consistent message and experience requires a solid process. At GCS we have our Definition of Sanity – we do the same thing over and over and expect the SAME result. That is how we manage the outcome.

At GCS, we have a multifunctional transition team for each program. We use best practices from each core area of our business to instill the GCS culture and best practices into your program. To use the analogy of an umbrella, we have a group of executives and managers under the umbrella of your program. Each one is deeply involved in the key aspects of every project. One handles the facilities start up, one designs the training, one manages the technology implementation, one does the HR tasks, and so on. They oversee the activities within their specialty from conception to full operation.

They also understand how their area impacts all the others. They have decades of experience with each other and with starting new programs to draw from. This shortens your transition time and eliminates most of the potential snags. Once complete, the team stamps the contact center with the GCS way.

But before they begin work, they meet extensively with your team to understand your program and, most importantly your culture. As our team implements your program, they want our agents to clearly represent your focus and passion with the customer. The program is then designed and implemented to reflect your organization’s essence.

Now your program is ready for Go Live. Our transition team has created a program that meets your needs and follows the GCS process that generates the results. This is our formula for succeeding on your program.

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How much does it cost to outsource your call center?

In almost every case, the greatest expense in outsourcing customer service is labor. It could be anywhere from 70 to 97 percent of the cost model, but it is also very transparent. The balance of the cost encompasses the overhead.

The beauty about customer service outsourcing is you know every minute how much you are spending because it’s real-time activity and real-time dashboards with daily and cumulative reports, so all parties can see the results.

There are many ways to build a BPO model, but here are a few ways to do it.

By the minute:

One of the most popular ways is to pay by the minute. It’s called “talk time.” As long as you’ve got a good track record, and there is knowledge about the frequency and the activity of your call volume, we can price it by the minute. At GCS, we can often look back at this same day last year (not date, but the second Monday of the month) and project within 2% how many calls are going to come in – that’s the benefit of expertise. Using this pricing method, it is usually somewhere around 70 to 120 cents per minute domestically for non-technical calls. It also depends on the amount of activity.

 

Pay for performance:

The actual cost depends on what is being sold or on completing an activity, like a lead. It generally involves a fee or commission per completed element. Selling different kinds of upsells and upgrades is typical in this model, similar to an automobile dealership selling undercoating.

By the hour:

You can also pay by production hour. Usually, this falls somewhere as low as $25 per hour domestically to as high as $45 per hour. Under this pricing model, we share with the client on a day-to-day basis how many hours we are performing and the results.

 

Fixed cost:

This costing method is rare, but it does work for some companies. It involves providing contact center services on a frequency or set period of time for a set fee. Under this arrangement, it is up to the outsourcing company to create the innovations that help them make their margins on the project. An example of fixed cost outsourcing would be if you have $100,000 budget for customer service each month. The contractor collects that fee and accepts the work of meeting all of your SLAs and achieving your desired customer service scores.

Similar to this is the model where you pay a flat fee for each agent or FTE on a weekly or monthly basis. Sometimes known as “rent an agent.”

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What should you expect from a call center outsourcing vendor?

The biggest thing is not to have any big surprises.

In our experience, since the price is determined from the very beginning the cost model is not as stressful in call center outsourcing as it may be in some other situations. There shouldn’t be any surprises on cost.

Service Levels and Dashboards

You need a center that can meet your service level requirements and demonstrate their results. The dashboard is a popular method in the contact center industry for reporting results. It is sometimes a formal report or electronic monitor, other times it is less formal. Regardless it needs to be up to the moment and freely shared.

The service levels or KPIs tracked on the dashboard may go through a life cycle depending on where the customer is in the buying or resolution process. The ability to close the sale or solve an issue on the first contact is a popular KPI. Different organizations may have their own quality standards too. Some use industry benchmarks as their starting point. Highly regulated industries and data security measures often play a role.

Industry-specific experience

Having industry experience is a plus, but not essential. Knowing how to efficiently run a center or back office operation is more important. Qualified centers can learn the unique information needed to successfully manage your program. It is typical to have a train-the-trainer session as part of the start-up phase. That is where your trainer or subject matter expert trains the contractor trainer and key staff the first time. Then they assume the training process.

Along with understanding culture, GCS has a formal process for learning the key elements of a new client's business. We then apply it to our back office framework in both the training and the operations modules. We have found that even in the same industry, client information, goals and processes often differ. Our team invests significant time and resources during implementation with the client team to understand their business and culture. Throughout the relationship, we continue to respect the client as the true Subject Matter Expert and Culture Carrier for their company.

We have a track record of successfully entering new industries and knowing how to weave your information and goals into our process. You are working with us for our back office and customer service expertise. We deliver your message consistently through all customer channels. Both you and the customer win.

Are there any things you shouldn’t expect from your vendor?

Zero Complaints

Clients certainly do not want their owner or president getting THAT call, the complaint. As one of our banking clients explained it, “we send you a quarter of a billion records to process when speaking with our customers; don’t mess it up. We don’t want a single complaint.”

That isn’t even six-sigma, it would be nine-sigma!

Your center partner needs to have a process to manage escalations and correctly manage upset customers. It requires empathy, listening and a defined resolution process - and a response plan if things do go wrong. When you are dealing with human behavior and responses, it is impossible to bat 1000, to be perfect. You can expect a center that can minimize any customer “noise.” The right partner should be able to obtain something pretty close to perfect.

Cross-Department Involvement

Your call center outsourcing vendor has to stay in their swim lane and be able to focus on the tasks they are doing for you. While they should be able to communicate flaws, suggested improvements and track customer feedback, you shouldn’t expect the outsourcer to be involved in product design or striving to change your business model.

Outsource partners are a great source for piloting new pricing, services, processes, and messaging. They can help by getting quick and in-depth customer feedback.

Managing complexity

An outsourced contact center can manage complex tasks, but only if the repeatability is high. The more customized the service needs to be, the more difficult or expensive it is to outsource it or manage it. Look for those areas or tasks that alleviate repetitiveness for your employees and outsource them first. As the relationship grows, you can test other areas of contractor support.

Tier 3 service

Think about your customer service issues as falling into tiers.

  • Tier 1 is the most basic (e.g. resetting a password, checking product status)
  • Tier 2 is more involved (e.g. I’m trying to run a report, but I need help with formatting)
  • Tier 3 is advanced (e.g. I’m installing your software on my company’s server but I’m experiencing security issues) and so on.

An outsourcing call center typically excels at Tier 1 and Tier 2 tasks. They can also assess or triage a call to determine if it is a Tier 3 before escalating it the appropriate subject matter expert in your company. This is a customer friendly approach that also saves your key resources valuable time.

Is it time to change your call center vendor?

When things are failing or not working, it is time to change who manages your call center. Whether you have been operating a call center in-house or through a contractor, if you are not consistently meeting the SLAs, battling turnover, or suffering continuous cost overruns, it’s time to look elsewhere.

At GCS, we have heard the horror stories. You may have a few of your own.

  • Call center vendors who leave customers on hold for 5 or 10 minutes at a time
  • Vendors regularly racking up overtime charges to meet service levels
  • Agents in the center, but not in their seats.
  • Turnover that drives up training costs and empties the center of experienced staff
  • Agents who are infrequently monitored and rarely coached.

The bad behaviors are not the experience your customers deserve. If that is what your vendor is providing, it is time to look for a new contractor.

Or maybe the contract is expiring soon, and you want to make sure your current vendor is still competitive or innovative enough. It never hurts to shop around. You don’t settle for “good enough” when it could be outstanding - and maybe cost less.

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Conclusion

GCS has a sweet spot managing medium to large programs because we tend to be more INDIVIDUALIZED in our approach to set up and operations. Our solution works well at scale. Small programs, local answering service, or simply after-hours and weekend calls are not our strength. We are contact center process experts and the type of work we do for our clients proves it.

We talk about being kind. We talk about efficiency. What about kind AND efficient?

We focus on the soft skills and language that drives behavior to minimize negativity for the customer. The little things that can have a real or subconscious influence on the customer experience.

Here is an example:

One of the most popular closing lines on customer service calls is “Is there anything else I can do for you today?” The problem with the question is that the answer at the end of a successful call is “No”. It is always “No”. And the word “No” has a negative connotation, even when uttered for the best reason – like that the customer requires no further assistance.

So, we changed it.

Our agents say, “Have we been helpful for you today?” That simple change delivers a “Yes” response – and that influences the customer perception of the call in a positive direction.

Empathy and Soft Skills

GCS also offers a proprietary soft skills training program we developed in-house. It is called, "Say This. Not that. Most of the time"(TM). Other vendors do not have it – and we require every GCS agent to graduate from it. It includes word selection, listening skills, questioning skills, writing skills, and it is resume-worthy. The certification our agents earn is endorsed by the AGCCP and qualifies for SHRM credits.

Employee feedback and coaching

At GCS, we also believe in regular and consistent employee feedback. Through our F.E.E.D. program – Feedback to Each associate Every Day. Our QA team works with our Supervisors and Trainers to deliver a unique method of providing recordings and a non-judgmental approach to coaching our customer advocates.

With F.E.E.D., all of our agents do the following:

  • Listen to their own recordings to hear how they sound;
  • Hear a Hall of Fame recording to learn what makes a good customer experience;
  • Screen a Hall of Shame recording to hear what makes a poor customer experience;
  • Listen to a message from the client to understand better understand the offering, voice, and attitude of the brand;
  • Hear a message from GCS on company updates or to calibrate our communication standards.

Choose GCS

You may not be able to solve ALL of your customer service problems with contact center or back office contracting. However, you can outsource the vast majority of your customer service needs. That frees up your team to focus on running and growing your core business.

We understand there are a lot of elements to an outsource decision. GCS can help. We are glad to talk through your situation and point you in the right direction, not just sell you a canned solution.

Don’t obsess with where you want to be, focus on the steps to get your there. Contact us today! Take the first step to transforming your contact center and back office operations. We look forward to speaking with you!

Contact GCS About Your Outsourcing Needs