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Outsourcing: The Cure for What Ails Your Company - Alorica - ContactCenterWorld.com Blog

Outsourcing: The Cure for What Ails Your Company

In 2015, over 2.3 million jobs were outsourced. It’s an increasingly popular way to do business; by freeing up internal resources, costs are reduced and customers are afforded access to technology, tools and best practices that aren’t generally available internally.

Top providers in our industry have years of experience and are fast, agile and adaptable. But how do you know if outsourcing is the right solution for you? Or when it is the right solution?

Read on, dear friends. Read on.


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SIX SCENARIOS WHEN OUTSOURCING MAKES SENSE

You want to retain customers.
THE SITUATION
Your current customers are happy, but your business is struggling to maintain – and improve – an already exceptional level of service.

THE SOLUTION
Business Process Outsourcing (BPO) companies build and develop multi-skilled agent profiles that allow you to continue offering superior customer care while exploring all-new service solutions – chat, video, etc. (often, platforms that have not yet been considered).

You want to acquire new customers.
THE SITUATION
Bringing in new business generates revenue, but you may need additional guidance in recruiting and retaining top sales agents who can bolster your bottom line.

THE SOLUTION
While focusing on creating the best experiences for your end customer, BPO companies can provide resources that get the job done and drive exceptional business outcomes – as it turns out, we are experts at recruiting and retaining the right agent profile to meet your business needs. Keep in mind – companies that utilize strong omni-channel customer engagement strategies see, on average, a 9.5% increase in annual revenue. 1

Specialized training requires detailed education.
THE SITUATION
Certain products and services simply take more time to fully grasp. Training classes can be time-consuming and resource-draining, and often there’s just too much for one trainer to know – but additional coaching can’t be supported by your in-house team.

THE SOLUTION
With a BPO company, you can employ a wide range of skills and services. We partner with our clients to fully develop training curriculums with a wide variety of courses, and hire dedicated recruiters and QA analysts to ensure goals are met.

Seasonal ramps are just that. Seasonal.
THE SITUATION
High-peak seasons mean all hands on deck. But you most likely don’t have hundreds of extra seats in your internal centers to handle the additional, often unpredictable, push.

THE SOLUTION
BPO companies are there precisely when you need them. They can handle the size of the ramp effectively, providing you with options in multiple time zones, and facilitating brick-and-mortar, work-at-home and blended agent models to build tailored solutions. We excel at finding you tenured resources and complementary seasonal programs, so that you’re always staffed with the most qualified talent.

Rapid growth is not without its pitfalls.
THE SITUATION
As your company expands, you may find yourself needing fast – and thoughtful – solutions to fill resources and maintain customer service expectations. But when service is being backfilled by internal workers, your business simply loses the ability to train new people to plug the gaps and keep up with demand.

THE SOLUTION
A BPO provider takes away the pressures of you having to supply all the answers, because of the flexibility built into the outsourcing model. BPOs give you instant access to scalability, letting you ramp up and down quickly and allowing you to return to focusing solely on the business, in-house processes or other ventures.

You don’t have all the tech you need.
THE SITUATION

It’s all about analytics and omni-channel solutions; if your in-house analytics are not customer-focused, you could receive unreliable data and metrics. And if your customer service is restricted to a single channel, you’re missing out on opportunities to enhance customer experience and loyalty.

THE SOLUTION
BPOs have deep experience with analytics – going beyond the raw data and providing useful analysis that yields deeper partnerships and stronger metrics. And by being able to blend agents on multiple customer service channels – voice, email, chat, text, video and social media – customer loyalty to your brand can be enhanced for the long-term.

***

Your company is constantly trying to meld customer needs with your unique business culture and values. Outsourcing can help you establish a seamless, blended partnership that benefits both sides.

Reach out to us any time, and let’s talk about how Alorica can make a win-win situation happen for you.

Sources
1 http://aberdeen.com/research/8675/ra-omni-channel-experience/content.aspx

Source: http://www.alorica.com/outsourcing-the-cure-for-what-ails-your-company/

Publish Date: May 11, 2016 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Alorica

Recent Blog Posts:
Taking a Bite Out of Churn, One Customer at a TimeJuly 14, 2016 5:00 AM
How Do Analytics Factor into Acquiring & Retaining Customers?May 25, 2016 5:00 AM
Creating Long-term Outsourcing Partnerships: 3 Important ElementsMay 18, 2016 5:00 AM
Revenue Generation, Meet Dialer ManagerMay 18, 2016 5:00 AM
Outsourcing: The Cure for What Ails Your CompanyMay 11, 2016 5:00 AM
Simple Ways to Improve the Patient Experience – Are You Leaving Opportunity on the Table?April 12, 2016 5:00 AM
Aligning Your Quality Program and Customer Experience: 3 Design EssentialsFebruary 15, 2016 5:00 AM
Strategic Onboarding: Are you making these common mistakes?February 5, 2016 5:00 AM
Alorica Wins Big at 2015 North American Frost & Sullivan EventJanuary 20, 2016 5:00 AM
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