Delivering an excellent customer experience is a top priority for all enterprises. In fact, customer satisfaction sets the foundation for the success of a business. Your competitors might be offering similar products and services as you. The experience you deliver to your customers, however, can become a key point of differentiation for you. And, built consistently over each interaction, a good customer experience can convert your customers into loyal brand advocates.
Make it a key objective in your strategy to get a deeper understanding of your customers’ psyche. In addition, invest in platforms that can optimize your process costs, deliver efficiency, and take care of a bulk of your work for you. And this is where a contact center shines.
How Outsourcing Benefits the Business World
The modern contact center is agile, robust, and cost-effective. Contact center outsourcing can empower your organization to leverage cutting-edge technology and expert human resources in order to achieve the best results for your business and drive success. Contact center outsourcing companies offer a myriad of benefits due to their superior infrastructure and in-house technology, including CRM, VOIP, knowledge management, productivity management, and more.
Contact center outsourcing enables companies across industries to solely focus on their core business activities while considerably saving their resources and optimizing costs.
What is a Contact Center and Why is it Essential?
A contact center is the point of confluence that centrally manages and controls customer interactions across all channels. Contact center brings together expert agents who engage with customers and resolve their queries through multiple channels, including phone calls, live chats, email, social media, and more. Additionally, contact centers help make the operational processes more streamlined, specialized, and efficient.
Contact centers are renowned for prioritizing technology and regularly invest in upgrading their infrastructure. In fact, many outsourcers leverage Natural Language Processing (NLP) and Artificial Intelligence (AI) to make advanced chatbots that can rapidly solve customer issues and offer 24*7 access to support services.
Pros and Cons of Contact Center Outsourcing
The outsourcing market has seen a lot of development over the years. To leverage contact center outsourcing the right way, it is important to take a look at the multiple benefits it has to offer, that tower over the potential cons.
Centralized control and management
Reduced infrastructure and operational costs
Uniform customer communications across all channels
Flexibility to scale up or ramp down based on varying demand
Peak management to meet customer
Actionable insights based on data
Personalized content and customer engagement
Real-time chat through AI-based bots
Faster turnaround time for query resolution
Customer response management
In-house technology and knowledge management platforms
Smoother operations and enhanced customer experience
Lack of control over quality and service delivery
Potential hidden costs
Confidentiality or security breach risks
The pros of partnering with an outsourcer vastly outweigh the cons. And, you can further minimize the cons by selecting the ideal outsourcing partner.
The Growth of Contact Center Outsourcing Across Industries
The contact center outsourcing industry is experiencing growth across all industries and locations. The global business process outsourcing market is not showing any signs of slowing down. In fact, research estimates that the outsourcing market is expected to reach 8.5% CAGR from 2021 to 2028. A key factor for this growth across the globe is the ability of contact centers to be scalable and respond rapidly to the changing market dynamics. Other reasons include data analytics, cloud computing, and AI-based workflows that empower contact centers to be more agile and efficient.
The past two years, especially, have made it abundantly clear that business agility is a must-have. Therefore, it makes logical sense for companies to engage with contact centers in order to delegate tasks, optimize costs, and concentrate on their core business functions.
Contact Center for Banking
Banks and financial institutions are usually ahead of other industries when it comes to tech adoption and prioritizing their digital investments. By enlisting a business process outsourcing provider, banks can expend their time and resources for focusing on core banking activities. Contact center for banking can help them personalize customer engagement, leverage AI-based workflows for improved chatbots and faster query resolution, and enhance customer experience. What’s more, contact centers can efficiently handle a bulk of the high call volumes that banks have to deal with, thereby taking a considerable load off a bank’s internal employees.
Contact Center for e-Commerce
E-commerce players already have a lot on their plate that they need to deal with. Contact center outsourcing for e-commerce can simplify their workflows and leverage a vast array of resources that can help them boost sales, such as helping clients complete their purchase journeys online and reaching out to customers who abandon their carts. Furthermore, e-commerce players deal with varying demand volumes based on seasons, or even different times of the day. Outsourcing companies, with their ability to scale up and ramp down, can ensure that e-commerce organizations do not need to stress about workforce management and handling hiring/layoffs based on the rapidly changing requirements.
Contact Center for Healthcare
Healthcare providers already have a lot on their plate. And, their core business activities are very critical to ensure patient safety and wellbeing. A contact center for healthcare can take care of many transactional operations, including managing patient appointments, medical records, patient history, past interactions, consultation reminders, and more. Additionally, business process outsourcing can help the healthcare industry seamlessly manage communication across multiple touchpoints, such as phone calls, chats, emails, and social media grievances.
Why Outsourcing is a Business Imperative
Customer experience has now become the be-all and end-all of business growth and success. A survey by American Express found out that after a single instance of poor customer service, 33% of consumers switch their brand preferences. Another survey by Microsoft suggests that 95% of organizations hold the belief that customer service is critical for ensuring brand loyalty.
The impact customer experience can have on your bottom line cannot be stated enough. In such scenarios, outsourcing a few of your processes can increase your customer satisfaction levels by leaps and bounds and provide you with enough time to focus on your core business activities.