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Article : How to Partner with a Contact Solutions Provider

#contactcenterworld

A successful relationship with your call center partner is essential for the growth and health of your business. The way you regard your partner is critical to the outcome and overall success of your project, either short or long term. It's best to think of them as an extension of your inhouse team(s) as opposed to a standalone entity or even worse "just another vendor". I use the word of partners deliberately as I believe it's critical in any call center and client relationship.

According to Merriam-Webster, the definition for partner is: one associated with another especially in an action. In referring to a call center partner, they associate/share your risk and will help enable your success. When a strong partnership is developed, the collaborative nature will help make decisions that are in the best interest of the organization as they are invested in your success and understand your goals and objectives.

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As a previous client of Quality Contact Solutions, I was thinking about what contributed to my strong partnership with their team. These 5 elements stood out:

1. Know and share your objectives contact solutions objectives

What are your business goals? What are the priorities? Your contact solutions partner should know who you are and what is important to you. Don't hesitate to share your company vision, mission statement, and core values. Providing this will help them understand and gain more insight into who you are and what you are looking for. They should understand the scope of the project, the target audience you want to reach, and the goals you are willing to achieve.

2. Define measurements of contact solutions success and plan accordingly

In outsourcing relationships, it is necessary to specifically define each part of the process. It is imperative that from the beginning of the partnership, everything related to the project as far as reporting, monitoring, goals, metrics, scheduled calls, planning, training, etc. are completely clear, and you both agree on the methods to achieve them. It is also crucial that these goals and metrics are continually reported on and communicated. By defining what success looks like and having specific milestones in place, will help ensure that both parties are aligned and tracking towards the same goals.

3. Clear and consistent communication drive contact solutions success

Successful relationships require trust and transparency, where your contact solutions partner is open about potential issues and risks, and one where you aren't trying to bully them into delivering a Christmas miracle. Concise and frequent communication will help keep everyone focused on the goals and objectives of the project. Through this you will build trust, which will help solidify the relationship. When keeping the communication lines open, you will be able to resolve challenges that present themselves immediately rather than pushing them off until you have a meeting. Documentation is one of the best ways of maintaining consistency and will serve as a point of reference to help keep all parties accountable and focused. Without clear and frequent communication with your outsourcing partner, your priorities can become misaligned, and can reduce your ability to coordinate decision-making.

4. Listen and be open to feedback

Contact solutions outsourcing providers are being asked to infuse more value into their relationships by helping clients utilize and share knowledge and employ various assets in ways that can contribute directly to the betterment of the business. Listening helps build and maintain a great relationship with your contact center partner. They can offer valuable insights about your customers especially that they interact with them every day. They can help you find ways to augment customer experience and identify areas of improvements. Additionally, you can also benefit from their feedback on how you can improve your business processes and tools. Most of all, they feel valued as an integral part of your company when you listen to them and are appreciative of the feedback offered.

5. Be collaborative to build trust

Nothing is ever as straightforward as it seems. One of the most important aspects of any outsourced contact solutions relationship is building trust. Through collaboration, open communication and transparency, trust can be built. Lack of trust on either side of the relationship can lead to an unwillingness or the inability to react appropriately or accept responsibility for potential issues that may come up. Transparency throughout the partnership will help give confidence as they are working towards the same end goal or objective. When mutual trust is established through a partnership, both sides are generally more comfortable and will be flexible towards challenges.

Outsourcing your contact solutions is too important to be left to chance. These partnerships are more likely to be successful when building a solid framework from the start. Most importantly, remember that the relationship should be a collaborative, proactive effort to create a strong partnership from the beginning.

#contactcenterworld


About Quality Contact Solutions:
Company LogoQuality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
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Published: Tuesday, January 15, 2019

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2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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