Today’s businesses are under increasing pressure to deliver a superior customer experience in a demanding digital landscape. This challenge and a big picture answer were the focus of a recent Mckinsey&Company article describing the importance of next generation operating models. The article’s approach focused on integrated and holistic processes, methodologies, and technologies to achieve compound impact.
Nowhere is this approach more necessary than in the need for in-house call center performance that actively increases efficiency and multichannel fluidity. Contact center outsourcing can be the best way to achieve superior customer service while lowering the enormous cost of developing and running an in-house service center. But not all support centers are created equally, so here are 10 ways choosing to partner with a Tier 1 BPO call center provider can help companies improve their outcomes.
- Reduce Costs
Highly skilled BPO call centers have proven processes garnered from experience in a broad spectrum of sectors. When coupled with their latest technologies, superior agent training, and recruitment, they can deliver methodologies, systems, and expert personnel that provide higher service levels while lowering costs for companies.
- 24/7 Quality Support Access
Since their rigorous agent recruitment, training, and development are focused on 24/7 access, they can easily meet changing resource needs while still improving efficiency. This leads to slashed idle time and a lower cost-per-call rate.
- Industry Expertise
The best outsourced call center providers are experts at delivering consistency by applying best practices that create a holistic approach to agent resources, customer service, support technology, and staffing and training. This proven approach draws from deep industry expertise and real-world insights that shape practices and agent performance for improved outcomes.
Expert BPO providers have developed proven recruitment and training procedures that enable them to provide clients with a well-trained agent workforce that can easily be scaled up or down depending on fluctuating or seasonal needs.
- Enables Core Competency Focus
Recruitment, training, infrastructure implementation, and operations management are all costly and difficult for companies without in-house expertise in running call centers. Top tier customer service BPO providers specialize in recruiting, training, staffing, and managing call centers as well as providing the advanced backend systems required for optimal support center performance. This enables companies to focus on core business competencies.
- Reduce Risk
Tier 1 Outsourcing service center providers meet all major regulatory compliance guidelines across sectors such as FDA, HIPAA, PCI, SOX and ISO. By meeting and continually updating in these areas through training, methodology, practices, and systems, service centers ensure that clients avoid the huge cost potential of breaches or auditing violations.
- Reduce Wait Times
Outcomes-oriented support centers utilize expert workforce management practices, call center metrics, superior call routing tools, and a business model designed for constant expert agent recruitment and training. Consequently, wait times are reduced because agents can immediately respond to changing call volumes through increased efficiency.
- Leverage Self-Service Solutions
Leading expert BPO providers utilize a combination of technology, analytics, and experience garnered from countless encounters across numerous sectors to develop a customized knowledge base for each client. Their proven processes and systems for FAQ development and expert agent empowerment are central to effective customer service practices that deliver FCR to reduce call volume.
- Improving Wait Times and CX Through Technology
By using the latest tools and AI-infused technology to capture, analyze, route, and resolve customer needs through multi-channel customer engagement paths, outsourced call center providers can improve wait times even further.
- Brand Image Improvement
The broad and deep experience across sectors as well as adaptability and flexibility of expert BPO Call center managers and agents assures quick adaptation to different scenarios, so they come across as brand experts for each client’s customer encounters.
While these are just some of the clear support center performance and cost benefits to outsourcing, companies must choose the right partner based on their needs as well as the track record of the provider.