Ready to Change Your Contact Center Strategy?

By Steve Brubaker, InfoCision Chief of Staff

It’s often said that the definition of insanity is doing the same thing over and over again, but expecting different results. But in the contact center space, this can sometimes be standard practice. Many customer service administrators recognize that they need to make important changes, but they are afraid to disrupt operations and so they keep going through the motions year after year with little sign of improvement.

So the first step towards improving your contact center, therefore, is to accept the fact that your department needs to change. Once you make a clear goal to improve operations, you can then confidently do what is necessary to establish a stronger, leaner and more impactful department.

Take my advice: The fastest, safest and most affordable way to improve your contact center is to put your department into the hands of a trusted third party solutions provider.

Outsourcing to a full-service contact center solutions provider will give you access to high quality customer service agents that would otherwise be difficult to find, as well as premium and fully-managed infrastructure, data-driven strategy and a service level agreement-backed quality guarantee. By outsourcing your operations, you can reduce monthly costs and turn around your sales and marketing strategies almost overnight.

Other exciting benefits to outsourcing include:

  • Flexible interactive voice response (IVR): Many businesses today are using outdated and inefficient IVR systems that are error-prone and difficult to update. Contact center solutions providers specialize in providing managed IVR services along with flexible, custom call scripting.
  • Business continuity: Another great benefit to outsourcing your contact center is that you can establish business continuity, for seamless network failover during weather events. Third party contact centers are stored offsite, where they are safer from accidents.
  • Fewer headaches: Say goodbye to headaches like seasonal hiring, agent reviews and customer complaints. All of these issues will be managed for you.
  • Reduced strain on IT: Outsourcing your contact center will free your IT workers to focus on other pressing network-related issues.

Here is a word of caution as you go about this process: Try to change your contact center on your own, and you could risk making the wrong adjustments which would be detrimental to your organization. There are countless technologies to invest in, and strategies to embrace that can prove to be much more trouble than they are worth. This is not a task where it pays to guess. You have to use careful planning in order to get the results you are looking for.

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