The Clearest Path To Your Brand – Outsourced Call Center Services

 

Posted by Leonard Scales

  / June 25, 2013   /

Your call center is a powerful gateway to your brand. With each inbound or outbound call, each email response or web form managed, every live chat initiated, and every social media interaction they engage in on your behalf, your call center can reinforce customer relationships, bond you with new customers, build loyalty and boost your bottom-line results. Or not!

Your call center partner should make the time for strategy sessions with you and provide access to their management team when you think you need it. The size of a call center is important, but isn’t the most important factor in determining their capacity to support your brand. Your call center service provider should help you to create a distinct competitive advantage and delight you and your customers. Here are some benefits of having a call center that closely aligns itself with your corporate goals:

• Cost avoidance in several areas including personnel, technologies, and areas of expertise
• Reduced total cost of ownership
• Provide deep insights into your customers’ experience with your brand
• Provide you with multiple channels to support your clients – phone, email response, live chat, web forms management, social media customer support services
• Flexibility to adjust as your brand issues change
• Provide access to the highest levels of their management

Your call center solution should help you improve customer satisfaction and delight with your brand. If it’s inbound phone services they’re delivering the service should be flexible enough for you to change routings when required. Reporting should be comprehensive enough for you to gather the insights needed to understand your customer interactions. Their technologies should be integrated, easy for agents to access, highly available, and redundant.

Contact Center Services Benefit Your Brand

• Can provide boutique services tailored to your brand
• Can capture the voice of your customers across the social web
• Can support you multichannel customer support channel
• You’ll have instant access to the latest technologies – decreasing your total cost of ownership
• Improve the efficiencies of your brand
• Improve customer service and delight
• Improve bottom-line results
• Provide a base of information worth of mining for customer insight
• Survey your customers from time-to-time and share the results with you

If as you skim this article you find yourself saying, “I don’t think I’m receiving these benefits”, I’d urge you to evaluate an additional call center partner.