By Steve Brubaker, InfoCision Chief of Staff
The holidays are here once again. All across the country, business leaders are performing year-end duties and clearing out for some much-needed rest and relaxation. Many people will use the next few weeks to visit with friends and family, revisit passion projects and plan ahead for the coming year.
A large number of customer service administrators, however, will be unable to truly enjoy the holidays because they will remain buried in work. Running a contact center can be an around-the-clock job, especially this time of the year when companies are looking to drive sales and maximize profits from holiday shoppers. For customer service managers, the holidays can be more stressful than rewarding.
It’s possible, though, to take back the holiday season and start enjoying your free time again while also streamlining customer service operations and slashing departmental costs.
You can do this by re-allocating your customer service operations to a third party contact center solutions provider. In doing so, your company will receive the following benefits:
High quality agents: Imagine not having to hire temporary employees for the holidays anymore — a process that is time-consuming, expensive and risky for your brand. Outsourcing eliminates surge hiring. Instead of hiring for the holiday season, you will gain access to a fully-staffed contact center run by agents and managers who are experienced and well-trained.
Premium infrastructure: It’s not just seasonal staffing that causes headaches this time of year. Infrastructure can also be a major source of stress, as networks can get overloaded with traffic and shut down unexpectedly. This can impact overall sales and customer service, which can eat into profits and reflect poorly on the brand. Outsourcing customer service operations will ensure that your company always has access to equipment that is fully-functioning, disaster-proof and capable of scaling at different points of the year.
Guaranteed results: You ultimately have two major responsibilities as a customer service administrator: Ensuring that your company profits this holiday season, and making sure customers are happy. It can be very difficult to meet your goals, however, when you are bogged down with the daily responsibilities of managing a department. Outsourcing your contact center will allow you to spend more time on planning and strategizing, without having to worry about any of the day-to-day nuances of running a contact center.
Expert guidance: Contact center solutions providers also specialize in offering sound guidance and support for all things related to customer service and marketing. For instance, you can receive access to legal services (to protect against TCPA violations), expert data analysts and outbound dialing strategists.