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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?

Ring2 Dashboards & Wallboards Free TrialLet’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:
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 - Consider Your Center As A Production Line

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

Published: Monday, June 20, 2016

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2020 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

8.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

9.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

10.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

11.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

12.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 
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