With more than five decades as a formalized industry, call center outsourcing has evolved through a number of iterations. Although call centers have abandoned many outdated practices, such as call scripting and single-channel communication, there are many misconceptions that still persist about the industry. Here are four mythbusters that will make you reconsider everything you thought you knew about call center outsourcing:
Call Center Services are Personalized for Your Business
Professional call centers do not operate on a one-size-fits-all model like many people believe. At Ansafone, each client partners with a dedicated account agent. Your agent ensures that you have the right tools for your company’s concerns and processes. Whether you need full-service support with inbound phone calls and emails or want to launch a one-off outbound telemarketing campaign, we design contracts that are easily scalable for personalization. Ansafone also provides specialized services for companies in the healthcare, financial, government and retail industries, which have unique regulations that must be followed in order to stay in compliance.
An Outsourced Provider Can Understand My Brand
Many companies do not believe they could hire a company that understands their brand as deeply as internal staff. However, all professional call center agents receive extensive coaching on how to communicate your brand in a customer service environment. We work closely with each client to develop a customized training curriculum based on brand messages and organizational processes.
Another common belief is that an outsourcer can’t deliver the quality brand experience that your in-house team can. With Ansafone, you do not need to fear losing your distinctive touch. Thorough training ensures that our call center agents are successful at serving as a seamless extension of your brand. Your customers never even know they aren’t speaking to a company employee.
Customer Interactions are Tailored and Intentional
Leading call center outsourcing companies understand that providing an exceptional customer experience (CX) throughout the entire buying journey is a critical factor in businesses building brand loyalty. Rather than agents robotically reading from scripted responses that leave customers feeling frustrated, Ansafone representatives compassionately focus on each customer’s unique circumstance. By actively listening and asking questions, agents achieve higher first-call resolution rates, which in turn boosts customer satisfaction. Most importantly, this tailored level of service makes customers feel valued. This encourages them to buy more of your products or services.
Call Centers Actually Save You Money
Outsourcing has a mythical reputation for being too expensive. However it is actually a smart financial solution for cutting overhead costs. A professional call center provides the office space, modern equipment and trained employees that you need. They deliver excellent customer service across a multichannel platform. Call centers operate on a cost-share model. This means you pay significantly less for the services that you need to run a full-fledged customer care program.
Companies also reap significant savings with a boost in employee productivity. In-house staff no longer faces interruptions like customer questions and complaints, so they are able to focus on performing well in their specific jobs. The Harvard Business Review reports that spontaneously shifting our attention from one task to another, such as answering an email while compiling a report, disrupts our concentration. On average, it takes 20 minutes to refocus, which equals a tremendous amount of wasted momentum.
Ansafone has been delivering reliable, cutting-edge contact center solutions for more than 40 years. Contact a call center outsourcing specialist at (800) 510-0514 to discover more ways that Ansafone can help you strengthen the relationship with your customers.