As businesses look for new ways to drive value and reduce costs, outsourcing contact center services to BPO providers is becoming a key way to gain a competitive advantage. With expertise in customer engagement strategies, marketing techniques and modern technology, call centers are uniquely positioned to deliver positive, meaningful experiences during every customer interaction. Already operating under a CX-centric philosophy, professional contact centers can engage customers in exciting new ways.
Eliminate the Black Hole.
Retaining 8 out of 10 upset customers depends on your ability to resolve a problem quickly yet recent research reveals that 70 percent of companies ignore Twitter complaints. Meanwhile, half of email inquiries never receive a response and 27 percent are answered incorrectly. When you fail to reply in a timely manner — or at all — with accurate information, customers tend to view you as having negative intentions. Silence signals your indifference. When trust is broken, it is difficult to repair your credibility. A call center ensures that every call is routed to the right agent, every email receives a prompt response and every social media post is acknowledged. This level of service makes customers feel important, which deepens your connection.
Streamline Operating Efficiencies
A contact center is equipped with the resources and training to handle customer issues with greater efficiency. Outsourcing allows you to eliminate many customer triggers for frustration, including waiting too long and repeatedly speaking to multiple agents who request the same information. When you partner with an outsourced contact center, you work closely with a dedicated account manager to develop clear, streamlined pathways for how customers interact with your company. The happiest, most loyal customers are those who trust they can experience smooth transactions and satisfactory resolutions in as few steps possible. A more efficient call center not only minimizes your overhead costs, but it also generates more revenue since repeat customers spend an average of 300 percent more.
Offer Around-the-Clock Attention.
Professional contact centers that are staffed 24 hours each day, 365 days each year, offer the level of service that today’s consumers demand. When someone is always conveniently available to answer a 6 p.m. phone call, intercept a midnight tweet or troubleshoot a Saturday online purchase, then you never miss out on the opportunity to capture a potential customer. Six in 10 customers report hanging up in frustration when they can’t reach a real person, and 84 percent of customer service interactions that begin on social media carry over to other channels. Without constant contact with your customers, you will likely never know the problem even existed as the customer quietly slips away to your competitor.
Predict Their Needs.
The ultimate goal of a CX management plan is to provide customers with real-time personalized experiences. Contact centers have access to a suite of impressive analytics tools that help you identify common problems in your processes and quantify intangible concepts like customer satisfaction. With the right data from a robust CRM system, you can extend this knowledge to bring your various types of customers to life. An integrated CX-focused system that tracks behaviors across various platforms provides agents with the details they need to know why a customer is calling and how they can offer up a perfect-fit solution. These first-class, customer-centric experiences strengthen engagement, satisfaction and loyalty.
Listen to Your Customers
Another thing contact centers excel at is collecting feedback. When customers are asked to share their opinion on the quality of a specific product or service, they feel valued. Professional contact center agents understand how to capture insightful feedback during every conversation. After the contact ends, automated tools offer an efficient way to evaluate service interactions, allowing customers to provide immediate feedback while the experiences are still fresh. A resolution team should always be ready to respond to any complaints to ensure the customer’s journey concludes on a positive note