Customer Service Outsourcing – Is It Right For Your Organization?
68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention. However, outsourcing […]
Dedicated Call Center Support: Key considerations for shared vs. dedicated customer support
You’re considering using an outsourced call center support team to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and […]
Critical Call Center Skills When Selecting a Partner
Choosing a good call center partner is essential for improving your customer experience and driving brand loyalty. But with so many options for call center or contact center support, which skills should you prioritize? Different call centers and customer service teams may specialize in different strategies, or have teams with a variety of skills. Your […]
Seasonal Call Center Agents: Your Busy Season’s Beginning, Theirs Is Ending
A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry. Look for one whose inbound call volume is low while yours […]
3 Luxury Brand Call Center Essentials
Managing call center operations for a luxury brand demands that you hold every component of customer service to a higher standard. Today’s consumers expect fast, precise problem resolution when they dial into a contact center, and according to Retail Doc, patrons of luxury brands are much quicker to take their business elsewhere if they feel […]
6 Factors to Consider When Outsourcing
Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? How much does outsourcing customer service cost? These are all relevant concerns that need […]