By Steve Brubaker, InfoCision Chief of Staff
Now that we are in the home stretch for 2017, it’s a great time to take a few minutes and reflect on your business’s overall customer service performance over the last 12 months.
Is your contact center doing all that it can to serve your customers and grow your business? It could be time to make some critical changes to your strategy, in order to maximize your chances of success in 2018.
Take a few minutes to ask yourself the following questions:
How healthy is my donor ecosystem?
It’s important to look beyond your bottom line and consider some additional factors when assessing the overall health of your financial ecosystem. Sure, your organization is making money from donor contributions right now. But do you have a strong plan in place to ensure consistent, long-term revenue?
Analyze your year over year donations, for instance, and see how people are contributing over time. You may identify some gaps or inconsistencies that need to be addressed, or patterns that could indicate inflation. Remember that you have to maintain and nurture your donor ecosystem with effective marketing in order for it to keep yielding strong results. Otherwise, you could burn through your contributors and wind up in a serious rut.
Are we using the right technologies?
Another thing that you’ll want to pay close attention to are the technologies that you are bringing into your contact center. It’s not always about purchasing the latest and greatest solutions. Sometimes, you can do more with less. Spend conservatively, and research thoroughly before making any new purchases. Also, think about the team that you have in place and put more attention into building an amazing community of customer service agents. It’s better to spend money on top-tier employees than it is to invest in top-tier technologies.
How can we reduce costs?
With all of the attention surrounding customer service today, it’s easy to get carried away and start spending beyond your means in your contact center. If your department is spending more than it is bringing in, though, this is a problem. If your contact center is getting too large, and too expensive, it will only be detrimental to your organization in the long run.
Many businesses are choosing to improve their contact centers by outsourcing to third party solutions providers offering cutting-edge technologies, hosted infrastructure and premium agents. It’s a way of guaranteeing success, without spending too much on a single department.
It’s a risk-free and cost-effective approach to customer service—and one that is guaranteed to produce stronger results for your business.
To learn more about how your business can benefit from outsourcing customer service to a third party contact center solutions provider, click here.