Contact Centers: Not Just for Big Businesses

During a recent flight, I had the pleasure of speaking with the owner of a small to medium-sized business (SMB). We got to talking about his organization, and eventually breached the topic of customer service.

“Steve,” he said, “I know I need to improve my business’s customer service by investing in a contact center. But with my budget, I just don’t see how it’s possible!”

This fellow had a very good point: How on earth can SMBs provide the high level of customer support that is necessary to compete in today’s competitive, ultra-connected business arena, when they are confined to an SMB-sized budget?

Here’s some great news: Now, it’s possible for SMBs to obtain first class customer support at a price they can afford. Businesses across all vertical markets are now accomplishing this by outsourcing their customer service operations to third party contact center solutions providers.

Why are so many businesses outsourcing their customer service operations? In short, this strategy provides access to a wide range of amazing features and technologies at a fraction of what it would cost to buy and maintain them independently.

Some of these features include:

Rapid response legal assistance: There is little room for error in the contact center industry, where small mistakes can lead to costly Telephone Consumer Protection Act (TCPA) violations down the road. Contact center solutions providers offering legal consulting services can offer sound guidance during marketing and outreach campaigns, to avoid any potential complications.

Access to premium agents: Even if you have the money to hire contact center agents, you may not have the money to hire the best ones. Contact center solutions providers offer access to the highest quality agents on the market, allowing you to use them without paying them the higher salaries that they tend to command.

Hosted infrastructure: The cost of overhead can be significant in a contact center, when factoring in all of the different hardware, software and data center equipment that must be purchased and maintained. However, when you outsource your customer service operations to a third party contact center solutions provider you can eliminate a lot of the CAPEX and OPEX that comes with it.

Guaranteed results: Contact centers are incredibly complex, and it takes a lot of careful planning to build one. And when all is said and done, there is no guarantee that it will be effective. Businesses often spend a lot of money hiring agents and buying equipment, only to struggle to drive strong results. Outsourcing will provide access to everything your business needs for amazing customer service; but it will also come with guaranteed results. You won’t have to worry about executing; This will be the job of the provider.