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Article : Why Asking for Contact Center Pricing Shouldn't Be Your First Question

#ContactCenterWorld

As a business, managing costs is one of your top priorities. You want to ensure every decision you make is cost-effective and produces sufficient return on investment. That’s why when you’re searching for a new contact center outsourcer, one of your first questions is about pricing. Although it is understandable the motivation behind that question, contact center pricing should never be your first concern in your search for a new partner. Here’s why.


What Are You Really Looking for?

Even if your first question is about contact center pricing, it is a guarantee it’s not going to be your only question. What outsourcing partners want to know is, what are you really looking for?


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Content continues ….

Let’s make the assumption that your brand is important to you. It’s what your company represents in every interaction with every current and prospective customer. It encompasses your mission and values and is how you stand out from your competition.

If that’s the case, you likely have a customer experience strategy that reflects your brand. And that strategy needs to be extended to your outsourcing team. So what this really means is that you need a call center partner that can confidently take on your brand, learn about your business drivers, and train their agents to be an extension of your own team. Getting the right partner who is best positioned to protect and support your brand strategy and can add value in terms of customer loyalty is as critical to your bottom line as the price per minute factor.

Furthermore, you need to know that your call center outsourcing partner is competent in your industry (Financial services? Roadside assistance? Computer networking?) and can engage with your level of customer (Enterprise? Consumer?)

There are a hundred other factors you need to be aware of when searching for the right contact center. Are you growing? You’ll need a partner that can provide a scalable solution. Are you international? You’ll need a multi-lingual outsourcer. Will you need a partner that can integrate with your telephony systems?

All these questions and more should take priority over getting a call center quote. Skip this step, and the pricing you end up with won’t accurately reflect the service level you require. At the end of the day, a vendor could provide you with the lowest call center pricing you’ve ever seen, but if they can’t deliver your desired level of customer service, meet your technical requirements, or internalize your industry standards, then the partnership is going to fail miserably.

Calculating Contact Center Pricing

Once you’ve conducted that deep dialogue and verified that a potential outsourcer can deliver exactly what you need, then you can begin to understand exactly how outsourced contact center costs are calculated. Here’s what needs to be discussed before providing you with an accurate quote:

  • What are your customer service hours of operation?
  • What languages do you require in order to communicate with every customer?
  • What skill sets do you need in your frontline agents?
  • What’s your projected call volume, both on average and at peak seasons/times?
  • What are your KPIs and desired service level?

These factors are critical in building an accurate contact center quote. If you speak with an outsourcer whose salespeople are too quick to provide pricing without getting these details, you’ll end up facing one of two scenarios: either you will end up blindsided by an invoice higher than what was quoted, or you’ll end up with customer service that negatively impacts your brand and customer loyalty.

Find a partner who cares about their clients and their business, which is why a good outsourcing partner won’t want to see you in either of those two scenarios. Find an organization that understands the importance of finding a solution that works with your budget, but also wants to ensure that your pricing reflects your brand, your service, your business goals, and your values.


About Amy Bennet Roach:
In her current role as Director, Communications for Blue Ocean, Amy oversees external marketing and sales communications as well as internal communications for the 600-person contact center. In that role, Amy continues to push marketing strategies and activities to new levels, creating attraction and consideration for Blue Ocean in the global contact center market. She plays an integral role in keeping the multi-generational workforce engaged and informed while contributing to the organization’s cool culture.

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
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Today's Tip of the Day - Background Noise

Read today's tip or listen to it on podcast.

Published: Monday, June 20, 2016

Printer Friendly Version Printer friendly version

2023 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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