By Steve Brubaker, InfoCision Chief of Staff
As a customer service administrator, you need to think about the short term and the long term success of your department. This requires looking past the daily issues facing your team, and engaging in some future planning.
Ask yourself the following question: Where exactly do you want your contact center to be in a year? It may be time to make some critical changes to your strategy.
As you already know, change does not typically come quickly in a traditional contact center setting. It can be hard enough even getting budgetary approval for things like new equipment, more agents or better CRM software when you manage your own facility. After all, an in-house contact center must compete with other departments in the enterprise for financing.
The best way to fast-track change in your contact center is to outsource operations to a third party solutions provider. In doing so, you won’t have to wait a year for change. You will experience a turnaround in performance almost instantaneously.
Here are some of the benefits you can expect to see by outsourcing your contact center:
Stronger agents: You will no longer have to worry about hiring, training and managing customer service agents. By outsourcing to a third party contact center solutions provider, you will receive access to premium agents who are already highly-trained and experienced in dealing with a variety of issues. This will eliminate a great deal of time and hassle, while also mitigating risk and improving results.
Less turnover: Another major upside to outsourcing your customer service operations is that you won’t have to worry about contact center attrition. This is typically very high in contact centers, and it’s both expensive and inconvenient. It’s also bad for morale.
Reduced overhead: Right now you are paying for everything from office chairs to lights to headsets. Overhead is extremely expensive, and oftentimes customer service departments lack the necessary funding to keep them running at a high level. Outsourcing, however, will ensure that the people communicating with your customers are always using the latest and most effective equipment on the market. And you won’t have to pay extra for any of it.
Improved donor relations: Donor ecosystems need to be carefully maintained day in and day out. Oftentimes, in-house customer service departments struggle to provide the extra attention that is needed keep donors happy and contributing to campaigns. Outsourcing providers, though, specialize in executing high quality, data-driven donor outreach initiatives.
More sales: Ultimately, contact centers — like all departments — are judged on a cost vs. profit basis. And many departments are spending a lot more than they are bringing in. By outsourcing, you will boost sales and you will only have to pay a small monthly price.