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Why does your contact center exist? - Kelly Outsourcing & Consulting Group - Blog

Why does your contact center exist?

Most organizations answer, “Because it’s an operational necessity. We need it to sell our product and provide customer support.”

Of course, this is a perfectly valid business reason. But if you want to advance your competitive positioning, you should also be thinking about another reason: to enhance your brand by providing an outstanding customer experience.

The crucial role of the contact center in delivering a good customer experience

Customer experience continues to soar in terms of importance to a brand’s success. In fact, a recent study by Walker found that by 2020, customer experience will be a more significant brand differentiator than both quality and pricing. Here’s why: With the ever-increasing competition in the global marketplace and the rise of everything-as-a-service (XaaS), consumers have almost unlimited choices. They can find quality, affordability, and even both if they just look long enough. But what will eventually motivate them to purchase from a specific brand is how that brand treats them.

For example, it’s easy to buy a new pair of sneakers online because it’s cheaper, faster, and you don’t have to go to the mall. Or you can install a smartphone-based home security app that’s much easier to set up and manage than a traditional security system.

But what happens if the sneakers are delivered in the wrong size or color? Or if you run into issues setting up the home security app on your phone? A company that provides a quick and convenient way to contact its support center and connects you to a knowledgeable agent who resolves your issue is going to make you feel valued. On the other hand, if a company has an automated troubleshooting feature that ultimately doesn’t offer a solution and then instructs you to report your situation via a contact form, you’re not likely to feel good about your purchase or the brand.

This is precisely why the interaction must be positive when a consumer or a business connects with a live person. They should be left with a sense of closure and confidence that their inquiry was handled properly and their issue was resolved. This sounds simple, but is the foundation of trust in future transactions with the company and building brand loyalty.

Cost or quality?

Costs drive many considerations regarding contact centers, from location to technology to talent. However, to turn this operational necessity into a strategic advantage, it’s crucial to prioritize quality. Too often, in an attempt to cut costs, contact centers employ untrained or incapable agents and deploy overly impersonal technology. Unfortunately, this ultimately results in a subpar customer experience, has a negative impact on the brand, and can adversely affect the bottom line.

Your main consideration should be to provide a comprehensive support platform that can best represent you to your customers while simultaneously promoting your brand. Regardless of whether you set up your contact center yourself, hire external consultants to help, or choose an outsourcing partner, you should select your staff based on their ability to provide the right outcomes and customer experience. Make certain that whatever your solution becomes, it is connected to your culture and can emulate the same passion your organization has for its own products or services.  
When it comes to the technology, think from the customer perspective and choose your technology based on its capabilities to foster a memorable and positive experience.


In short, if having a contact center is an integral part of your business, then why not make that contact center great? It’s simply a smart business investment to connect the RIGHT employees, who have the necessary skills and passion, with a technology solution that enhances the customer support experience. Because when done well, your contact center can be one of the main drivers of your brand image—and that’s a critical component of your competitive advantage.


Publish Date: May 30, 2017 5:00 AM

2020 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)
PH: 1+480-435-9390

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

View more from Kelly Outsourcing & Consulting Group

Recent Blog Posts:
A good CX is the incubator for innovationJune 12, 2017 5:00 AM
Why does your contact center exist?May 30, 2017 5:00 AM
How to deliver a good CX with a pre-recorded video interviewMay 29, 2017 5:00 AM
Will virtual work and AI hurt or help the recruitment industry?April 24, 2017 5:00 AM
Recruiting the right contact center talent to build brand loyaltyApril 18, 2017 5:00 AM
Creating a custom talent cloud for requirement-specific hiringSeptember 13, 2016 5:00 AM
The top four essential administrative recruiting actionsAugust 29, 2016 5:00 AM
The importance of leveraging your talent ecosystem during hiring surgesAugust 11, 2016 5:00 AM
How aggressive, targeted poaching can strengthen your recruitment strategyAugust 8, 2016 5:00 AM
Establishing a successful employee referral programAugust 5, 2016 5:00 AM

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