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The Benefits of Working with a Third Party Service Provider - Wilmac Company - ContactCenterWorld.com Blog

The Benefits of Working with a Third Party Service Provider

Whether it’s used for quality improvement, risk mitigation, or compliance, a call recording solution is an important investment. Unfortunately, the maintenance and administration of these systems can be complicated and time consuming. A third party service provider is likely the best option to ensure you get the most out of your system. There are many benefits to working with a third party service provider. These include:

  • Experience and Certifications – It is imperative to choose a provider with an experienced and certified team of service professionals. This experience and advanced product knowledge will benefit you greatly as it will likely mean higher quality service. Today’s solutions are extremely complicated and it takes a certified professional to most effectively maintain the system through administering updates and proactively addressing potential issues. An experienced service provider will also be able to advise you on how to leverage functionality that you’re not using to get more benefit from your system or answer any end user questions on the system.
  • Efficiency – The old model of leveraging internal IT resources for call recording system maintenance is no longer cutting it. Today’s systems are much more complex and require closer attention and more specialized training to maintain than previous systems. A third party service provider addresses the issue that many organizations are facing – nonexistent or inadequate internal IT resources available to service the organization’s call recording technology. Not only will a third party provider free up internal resources, it will also be able to proactively identify and address any potential issues with the system, decreasing the risk of downtime or lost recordings.
  • Unparalleled Support – Many organizations purchase a call recording solution believing that their needs will be supported by the manufacturer only to find out that manufacturer support is limited, at best. Manufacturers expect customers to perform a variety of maintenance, updates, and lower tier problem solving themselves. Given the complexity of these systems, and time and personnel constraints faced by many organizations, this can be problematic. A third party service provider gives you unparalleled support, allowing you to rest assured that any issues will be handled swiftly and thoroughly. Many service providers offer 24-7 monitoring, on-site or remote support options, and more flexible support alternatives. 

Source: http://www.wilmacco.com/blog/2015/07/27/the-benefits-of-working-with-a-third-party-service-provider

Publish Date: July 27, 2015 5:00 AM


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