By Steve Brubaker, InfoCision Chief of Staff
Back when your company first launched its contact center, there was the hope that it would boost customer retention and fuel business growth. Unfortunately, something went wrong along the way.
Today, your contact center is continuously operating in the red zone, as it’s consuming far more resources than it’s bringing in for the organization.
Here at InfoCision, we have consulted with many customer service administrators who have found themselves in similar situations. From what we have seen, here are some of the top reasons why contact centers fail:
The wrong tools: As a customer service administrator, it’s easy to feel like a kid in a candy store when you have a big budget and the green light to purchase new technologies for productivity and customer engagement. This, however, is where problems tend to arise. Contact centers often wind up investing in technologies that they don’t actually need, resulting in wasted dollars.
Before signing a contract for any new contact center technology, it’s important to make sure that it’s absolutely necessary to do so. Contact center spending is definitely an area where it pays to be conservative. It’s important to first look for ways to solve problems without spending money.
At the same time, we can also make the argument that under-spending can be equally as dangerous. Using outdated software, for instance, can lead to security vulnerabilities and can negatively impact the customer experience.
Over staffing: Filling contact center seats can be very expensive — especially if you go overboard and hire too many agents. Many companies suffer from agent overload, as they have far too many staff members on hand throughout the day.
Here at InfoCision, we avoid this problem by using small teams of Communicators, only employing large teams of Communicators when need be. Our scalability is unlike any other in the industry, allowing us to ramp up when you face spikes in calls, then, scale back just as quickly. InfoCision consistently outperforms large contact centers with our customer service and outreach efforts.
A lack of planning: Outbound calling initiatives must be backed by strategic, data-backed marketing plans. You can’t simply cold call donors once a year and expect to reach your target goals. By the time an agent reaches out to a donor to ask for a contribution, that person should have already been contacted so that the agent has an idea of their level of interest and how much they may be willing to donate.
One of the great things about working with a third party contact center solutions provider like InfoCision is that you will no longer have to worry about issues like purchasing new technologies, staffing your contact center or forming a comprehensive outbound marketing strategy. InfoCision can streamline all of these processes, guaranteeing you strong results.
To learn more about how InfoCision can make your life easier, click here.