Why You Should Avoid Large Contact Centers

By Steve Brubaker, InfoCision Chief of Staff

Once again, it’s National Small Business Week here in the U.S. It’s the perfect time for business leaders to reflect on all the progress that has been made over the last year, and to identify new ways of spurring business growth.

As you sit down to reflect on your business’s progress, take a moment to think about how you can generate more output from your contact center, and from your customer service strategy as a whole. It’s important to recognize both as critical elements that will help your business grow beyond the SMB level, into a large enterprise.

To streamline these processes, many businesses are now partnering with contact center solutions providers. The truth, though, is that not all providers offer the same level of high quality care. Large contact centers, for instance — even with powerful customer relationship management (CRM) tools — struggle to deliver comprehensive customer support. What they offer is more like assembly line-style customer support because they are built for two things: speed and volume.

Conversely, smaller contact centers like the kind you will find at InfoCision have the ability to take a much more granular approach to customer care. By strategically reducing the size of the contact center, we are able to provide white glove service for all of our customers. Service is delivered through premium Contact Center Communicators, who work closely with team members and our customers on a daily basis.

This strategy allows us to provide the following benefits for our customers:

Consistency: One of the hardest parts about managing a team of agents in a large contact center is ensuring that they operate as one cohesive unit that is completely aligned with the messaging of the brands they are representing. After all, when an agent interacts with a customer, he or she becomes a direct extension of the brand. So there needs to be consistency.

In large contact centers, managers can only perform occasional spot checks and reviews with their agents. At InfoCision, though, management works closely with our Communicators to ensure that consistency is always upheld during customer interactions. This is much easier to do with a smaller team than it is with hundreds or thousands of employees.

Teamwork: When partnering with a small team like InfoCision, you gain access to more than just contact center agents. InfoCision will work with your company to help form a custom, market-driven strategy that is tailor-made for your brand. And they will regularly collaborate and communicate with one another to uphold the strategy — and to make important changes when they are needed.

Higher quality interactions: We understand that every conversation counts in customer service. We teach agents to choose their words carefully, and we empower them to make decisions to cut through red tape and solve problems faster.

Take a closer look at InfoCision, and you will see this is just one example of how we go above and beyond for our customers. To learn more about our approach to customer care, click here.