Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

THE NEXT EVENT STARTS IN: 7 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

Outsourcing Contact Center Operations Grow in Popularity - Onvisource - ContactCenterWorld.com Blog

Outsourcing Contact Center Operations Grow in Popularity

Outsourcing your contact center operations can provide you with many options and benefits.

Contact Center as Strategic Asset

If you have ever thought about creating or expanding an internal contact center to improve your business, or simply outsourcing the tasks, you are in good company. In a previous post we wrote about the importance of delivering outstanding customer service. One of the main enterprise teams that makes this happen is the contact center, or front office organization. Not only do they field all types of business calls, they immediately convey either a negative or positive image of your corporate brand and style of client care. No longer considered an expensive overhead for companies, the contact center has matured into a strategic entity that can help maintain customer loyalty and contribute to brand excellence and overall growth.

Reasons for Outsourcing Contact Center Operations

There are many great reasons for outsourcing your contact center. Contact center activities are often not within a company’s realm of expertise. An outsourcing company can provide full service contact center functionality. They also offer all-inclusive performance-based outsourcing services with expertise in telecommunications and customer support, and can provide full or partial services dependent upon your objectives and budgetary requirements.

The ability to always appear “open for business” is a priority for many companies, including those that deliver critical products and services. Outsourcing enables companies to focus on their core competencies while implementing short or long-term campaigns. With outsourcing, you reap the benefits of a professional contact center without incurring the cost of purchasing and maintaining expensive equipment.

Outsourcing delivers a diverse array of services and offers valuable solutions for any organization.

Expenses associated with housing and maintaining additional workforce can be cost prohibitive to many companies as well. Companies who choose outsourcing reserve capital and resources otherwise needed to fund technology, quality monitoring, recruiting, training, incentive programs and more. Also, there are many payment plans available on the outsourcing market including a performance-based payment model where you will only pay for calls that deliver a quantifiable outcome.

Other industry payment options include:

  • Per transaction payment – developing campaigns based on a flat fee per transaction for predictable budget management.
  • Per call minute – customers who choose this payment option for inbound traffic are billed a flat rate per minute so they only pay for the exact time agents spend on the phone.
  • Monthly Retainer – used for programs reliant on availability and expertise rather than quantifiable results, a monthly retainer option ensures that expert agents are always available to service customers.
  • Per agent-per month or monthly flat fees – this is a cost-effective per-agent-per-month for ASP, or flat fees for hosted applications.

Creating New and Unexpected Opportunities

Outsourcing your contact center needs can have some unexpected and positive outcomes. Due to their expertise and technological resources, outsourcing services often identify and recommend solutions to maximize untapped revenue streams for customers. Mining and the analysis of performance reports, made possible through using an outsourcers software technologies, can help to recognize trends and discover new opportunities. Outsourcing can work with customers to create programs and expand services that capitalize on these additional opportunities.

Outsourcing services can complement your business for short term projects such as new product releases or marketing campaigns, and to achieve the goal of retaining customers and reducing the rate of customer turnover with:

  • Retention Programs
  • Churn Management Programs
  • Customer Contact and Loyalty Programs

Outsourcing delivers a diverse array of services and offers valuable solutions for any organization. Multiple programs can be implemented simultaneously for maximum benefit.

Customer Transaction Outsourcing Services Telemarketing and Campaign Outsourcing Services
Billing and Billing Resolutions Acquisition
Collections Win-Back
Customer Plan Changes-Migrations Up Sales and Cross Sales
Customer Surveys Sales & Marketing Campaigns
Data Collections Lead Generation-Qualification
Customer Support Services and One-Call-Solution-Center Inbound-Outbound Sales
Order Processing-Provisioning Direct Mail Campaign
Revenue Tracking, Reconciliation & Reports Market Trials
  Product Launches
  Target List and Data Mining-Analysis

Outsourcing Does Not Have to be “Overseas”

About this time you might be thinking, “Yes, but I don’t like talking to overseas companies myself, so why would I put my customers through that negative experience?” There can be language and accent barriers, and overly scripted and restrictive processes that are a challenge for calling customers when using overseas companies. As many large U.S. financial and technical organizations have discovered, most of their customers have a negative opinion and do not like dealing with an overseas outsourcer. U.S. agents have a much better command of the English language and are embedded in American culture. This translates into improved customer satisfaction with fewer complaints than with foreign contact center agents. To maintain customer service and loyalty, they have brought their call center operations back to the U.S.

Outsourcing your contact center operations can provide you with many options and benefits. Once you have decided on the right outsourcing company that can grow with your business, check into their flexible billing arrangements and setup the transaction processing or campaign services that best fit your needs.

Agents can be dedicated or shared, dependent upon the level of skill required and the volume of calls generated through your campaign. Many outsourcing companies have the ability to manage shifting call volume with automated call blending across inbound and outbound groups. This ensures that your contacts are never kept waiting during peak call periods.

The top-tier companies will be able to provide guidance and understand your needs and other factors to get you started. Once setup, they will furnish the information pertaining to your campaigns made available through reports that you can access via email, fax or online. Overall, outsourcing just might be the right choice for your company, ensuring that your objectives will be satisfied as efficiently and timely as possible.

“Top 10 Reasons to Outsource Your Call Center” – Infographic

Source: http://onviblog.com/outsourcing-contact-center-operations-growing-in-popularity/

Publish Date: January 21, 2016 5:00 AM


2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 



View more from Onvisource

Recent Blog Posts:
Outsourcing Contact Center Operations Grow in PopularityJanuary 21, 2016 5:00 AM
Customer Care the New DifferentiatorJanuary 14, 2016 5:00 AM
The Workforce Optimization EvolutionJanuary 7, 2016 5:00 AM
Tis the Season to Deliver Customer SatisfactionDecember 10, 2015 5:00 AM
Cloud Contact Centers Made EasyDecember 3, 2015 5:00 AM
Customer Experience Predictions for 2016November 18, 2015 5:00 AM
Teleservices Group Transforms BusinessNovember 11, 2015 5:00 AM
The Ascent of Text AnalyticsNovember 5, 2015 5:00 AM
Why You Need Data AnalyticsOctober 27, 2015 5:00 AM
Enterprise Feedback ManagementOctober 21, 2015 5:00 AM

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =