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10 Businesses That Benefit From Outsourced Contact Center - DiRAD Technologies - ContactCenterWorld.com Blog

10 Businesses That Benefit From Outsourced Contact Center

If you’ve started a business recently, you know that it requires lots of your attention. You have to be resilient, focused and have a strong mental attitude. Without those things, you’ll be less equipped to handle challenging times. Speaking of challenging times… we’re all living in one of the most challenging times ever.

women working at a call center
DiRAD’s Call Center is in Clifton Park

If your business experiences results, now in the form of awareness, product/service inquiries, and sales, congratulations! To gain an edge on challenges, many businesses are resorting to the use of outsourced contact center services.

We’ve compiled a list of 10 types of businesses that could benefit from using third-party live agents, or outsourced contact center services.

 

1. Urgent Care Facilities

Whether it’s a sprain, eye irritation, or another non-life-threatening emergency, urgent care facilities are a godsend and alternative to an emergency room visit. With over 9,000 urgent care facilities in the United States, these businesses have seen growth every year since 2013. Providers are also seeing a high volume of patients. Many centers are also sought after for COVID-19 testing. Higher than normal patient volume puts a strain on staff, making it impossible to handle calls and take care of administrative medical office tasks. Outsourcing these crucial calls can lift the burden and allow all medical staff to concentrate on the timely needs of patients with urgent concerns.


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2. TransportationWoman standing for train reading text message

Transportation systems need to keep people moving. These systems also need to be prepared to take on questions, complaints, or reports. Even during times of smooth travel with no accidents, or delays, public transportation organizations must be prepared to handle inquiries from customers. The goal is to keep people safe, but make sure the public’s voice is heard.

 

3. Home Services

Home services are a broad category that may include (but not limited to) plumbing, electrical, painting, moving, and cleaning. Some of the service businesses offer 24-hour emergency service. Imagine a pipe burst in the basement, or no hot water in January, or a sewer system backup. Homeowners need an immediate response, even when it’s late at night or on the weekend. The professional who services the home can put customers at ease by knowing their call will be answered by someone who is trained to answer with care, but also with a sense of urgency.

 

4. Medical/Patient Care Facilities

Unlike urgent care facilities that see patients unexpectedly for non-life-threatening situations, medical/patient care facilities may treat individuals for wound care, kidney care, or cancer care. These facilities certainly treat patients, but also offer counseling, case management, support groups, and educational workshops. Because of the specialized care given at these facilities, expect that patients and caregivers will call often to check appointments, ask questions, and get details about payments. An outsourced contact center can ensure that patient needs are addressed all while protecting their privacy.healthcare-facilities

 

5. Health Insurance

If you’ve ever shopped around for a health insurance plan, you know that it can be a complicated and tedious process. Even after settling in on a plan and getting coverage, there can be lots of questions to ask as a customer. From an insurer’s point of view, it’s necessary to handle member inquiries for claims, requests, medicines, and other health matters. With health care spending increases, it means more interactions between providers and patients. Insurers can benefit from outsourcing because it can help them improve customer call experience and prepare for higher-than-normal call volume.

 

6. Home Alarm/Home Security

When it comes to home alarms and safety, customers require trained professionals who can quickly process calls. It could be a customer calling for alarm reset instructions. Call agents may also have to dispatch police and fire agencies. This type of business needs to ensure little or no hold time, a calming, professional voice, and immediate action. Outsourcing, even as a temporary measure for home alarm/home security businesses, keeps customers, their property, and their belongings safe and sound.

 

7. Utilities

Utility companies that provide electric and/or gas service to regions owe it to their subscribers to be available, even after hours. Citizens may need to report an outage, or request service be turned off in case of an emergency. Other calls may include questions about rebates, rate plans, payment, and incentives.

 

8. Member Associations

Member associations provide perks and a level of access that non-members don’t receive. It could be credit card rewards, access to financial planning resources, or identity protection that are offered to members. As an association, there is a constant battle to differentiate yourself and your business model from other organizations. One way to show uniqueness is with direct access to a call agent. Member associations can use outsourced call center services to engage members and reduce in-house organization costs.

 

9. Commercial Office Cleaningcleaning-service

The commercial cleaning industry is very competitive. There are companies, large and small, that enter the marketplace and offer similar services. However, they need to be responsive to new customer leads and repeat business. If you’re in the cleaning business, your focus is on performing the best service possible, quickly and safely. You shouldn’t have to worry about keeping up with inbound calls. Instead, consider farming out your call center so your business is not bogged down by heavy call volume and customer requests.

 

10. E-tailers/E-commerce

Not every e-commerce business can afford to hire a staff of live agents who can be available coast-to-coast across multiple time zones. In many cases, electronic retailers are operating on razor-thin margins. Sometimes, it doesn’t make good financial sense to hire agents directly. A contracted third-party service is a sensible solution to addressing the needs of customers who have questions, concerns, and want to give feedback about the service.

Just because you’re a new business or a business that’s been in operation for a while doesn’t mean you shouldn’t explore ways to combat the challenges you’re currently facing. Businesses like yours must stay resilient, focused, and strong by making choices that produce a positive impact.

 

Now, more than ever, you must place a high priority on cost-efficiency, productivity, and the people who matter most… your customers.

 

Have questions about contracting out your outsourced contact center? Check out DiRAD’s Frequently Asked Questions (FAQ) about call center outsourcing.  

Publish Date: June 8, 2021 2:42 PM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



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