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Article : 3 Reasons Why Companies Need Contact Center Outsourcing

#contactcenterworld

Author: Pelita Phintraco, Digital Marketing, Phintraco Group

The company grows with customers. If the number of customers grows, the company's responsibility is also getting bigger to provide maximum service to all customers. Meeting customer expectations is important to maintain the company's good reputation and support the company to growth continuously. Based on the survey results, it is known that customers want their problems handled quickly by qualified contact center agents.

Looking at the current situation, companies generally have hundreds to thousands of contact center agents. So, upgrading the quality of that large amount of contact center agents will take time. Under such conditions, companies must take strategic steps to grow and improve customer services continuously. Contact center outsourcing services are one of the right steps for companies to achieve those goals. What makes contact center outsourcing important for a company? Here is a full explanation of why companies need contact center outsourcing.


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3 Reasons Why Companies Need Contact Center Outsourcing

A contact center is a system added to a call center that can automate and improve customer interactions from various channels. The contact center's role becomes more complex as its purpose goes beyond just handling calls. Therefore, it is necessary to review the performance of the contact center to generate good outcomes. One approach to monitoring contact center performance is comparing historical data with real-time analytics. Historical customer data can be accessed when the contact center agents make calls.

When making calls, contact center agents can see historical customer data with the help of technology supported by contact center outsourcing providers. At what moment do companies need contact center outsourcing? Here are the reasons why companies need contact center outsourcing:

  1. Large-Scale Business

Retail, banking, health, or insurance companies have many business units because they are considered large-scale businesses with thousands of customers. Contact center outsourcing can help these companies serve thousands of customers with various complaints to various business units.

  1. Call Center Handles Too Many Customers

Large-scale companies handle many customers. When customer complaints come simultaneously, the call center will be overwhelmed to assist those customers' complaints. A contact center outsourcing solution will help your company deal with this problem because a qualified agent will handle all interactions.

  1. The challenge to Monitor Customer Service Performance

Large-scale companies will focus on improving their performance which is also part of the main business processes. Consequently, customer service quality or performance is often forgotten. Contact center outsourcing helps companies improve customer service performance without being directly involved in agent training programs and maximizing the use of technology in contact centers.

#contactcenterworld

 

 


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More Editorial From Phintraco Group

Published: Monday, January 23, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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