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Outsourcing in the Era of Customer Centricity - Executive Boutique - ContactCenterWorld.com Blog

Outsourcing in the Era of Customer Centricity

Businesses who are putting more weight on customer-centricity are now investing in modifying their processes, services, and operations.

While the pursuit is essential in boosting brand loyalty and business performance, it hasn’t all been easy. 

After all, you need advanced technologies, streamlined methods, and other resources to implement customer centricity well — all while coping with the daily business work demands.

To help them achieve customer centricity, these enterprises have considered outsourcing, but not without doubts about how external service providers can do that.

Outsourcing companies, though, have a deep understanding of customer-centeredness that trickles down to the offered third-party services.

That said, If you’re one of those businesses wondering what outsourcing looks like in an era of customer centricity, then read on to find out.

1. Consumer satisfaction as a core value

BPOs that are customer-centric make consumer satisfaction a core value and business philosophy

These BPOs put a premium on providing excellent customer experience and employ systems that best suit and meet your customers’ needs.

Because of that, outsourcing firms invest in innovation, top talents, and other resources to enhance customers’ access to services and technical assistance.

With this customer-focused philosophy, BPOs can better handle consumer support issues, engage with leads and buyers, and deliver efficient solutions.

2. Omnichannel capabilities

If you have omnichannel schemes, BPOs can support you by using and centralizing appropriate technologies, tasks, channels, and strategies, among others.

Outsourcing agencies, for example, integrate live chat, emails, social media, SMS, phone calls, and other communication mediums to ensure that messaging is consistent and continuous.

BPOs save and record information from these systems so the agents know precisely the details of your customers’ transactions at all times.

BPOs with omnichannel capabilities also use methods that make customer support and shopping experiences more convenient and seamless.

3. Investing in cybersecurity

Knowing how rampant cyber crimes have become, outsourcing companies are keen on protecting customers’ sensitive information.

BPOs invest in robust encryption technologies, as well as install and update mechanisms like firewalls, anti-virus and anti-malware software programs.

Outsourcing firms even enforce strict security protocols and diligently follow data privacy regulations like the Health Insurance Portability and Accountability Act (HIPAA).

BPO representatives also undergo intensive training where they learn to detect phishing techniques and avoid clicking malicious links or downloading questionable files.

Customer-centric BPOs make sure they follow extra preventive measures, so they don’t compromise the confidentiality of your consumers’ information.

4. Leveraging customer data

Outsourcing companies are now, more than ever, more inclined towards leveraging customer data to improve service delivery.

BPOs gather and analyze data about your shoppers’ buying behaviors, product preferences, and interests through their purchases and brand interactions.

From these data, outsourcing firms can form compelling sales and marketing strategies.

For instance, BPOs can determine the best ads to display at which time, write content addressing your customers’ pain points, recommend products similar to previous purchases, and more.

By leveraging customer data, BPOs can increase the likelihood of your consumers responding to your sales offers.

Partnering for customer centricity

If you’re struggling with establishing customer centricity for your business, we’ll be most pleased to assist you.

Our call center has advanced, relevant systems and technologies, top talents with extensive industry and technical knowledge, and other resources to elevate your customer experience.

Reach out to us anytime, and we can discuss our partnership in your pursuit of customer centricity.

Source: https://ebcallcenter.com/outsourcing/outsourcing-in-the-era-of-customer-centricity

Publish Date: March 20, 2020 5:00 AM


2021 Buyers Guide Automated Call Distributors

 
1.) 
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.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Executive Boutique

Recent Blog Posts:
A Manager’s Guide to Evaluate the Performance of an Outsourced TeamOctober 8, 2021 5:00 AM
EB Call Center is Officially HIPAA CertifiedSeptember 27, 2021 5:00 AM
The Art of Persuasive Speech: How to Ace a Sales CallJuly 13, 2021 5:00 AM
The Rise of AI in the Call Center IndustryMay 10, 2021 5:00 AM
How to Work with Your Outsourced Team: A Manager’s GuideMarch 22, 2021 5:00 AM
The Future of Call Center: 14 Must-Know Statistics and TrendsOctober 9, 2020 5:00 AM
Outsourcing in the Era of Customer CentricityMarch 20, 2020 5:00 AM
Boost Your Team’s Efficiency With These TipsOctober 21, 2019 5:00 AM
How to Confront Without Rocking the BoatOctober 4, 2019 5:00 AM
How to Identify Which Outsourcing Company is Right for YouAugust 30, 2019 5:00 AM

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